The Impact You'll Make
The Customer Excellence Lead SD enhances customer satisfaction by ensuring smooth endtoend Sales & Distribution processes, resolving escalations quickly, and aligning customers, sales teams, and internal operations. The role drives process excellence, improves delivery performance, and elevates the overall customer experience.
What You'll Be Doing
Customer Experience Management
- Serve as the primary escalation point for customer issues within the SD function.
- Monitor and track customer service levels, ensuring alignment with agreed SLAs.
Sales & Distribution Process Excellence
- Oversee order-to-cash (O2C) processes to ensure efficiency, accuracy, and compliance.
- Collaborate with logistics, supply chain, and sales teams, Global team to resolve bottlenecks.
Continuous Improvement
- Identify gaps in customer experience and recommend process/system improvements.
- Drive adoption of automation and digital tools in the SD process.
- Support changing management initiatives to improve customer engagement.
Collaboration & Stakeholder Engagement
- Partner with sales managers to understand customer needs and align solutions.
- Provide feedback to cross-functional teams (logistics, finance, supply chain) to address recurring issues.
- Lead customer review meetings, present insights, and track action items.
Performance & Reporting
- Track customer service KPIs (OTIF, order cycle time, complaints resolution, etc.).
- Prepare dashboards and reports for leadership on customer experience performance.
- Ensure compliance with audit requirements in order processing and customer communications.
What We're Looking For
- Customer-centric mindset
- Good communication skills in English
- Good knowledge on commercial terms and conditions.
- SAP experience in a Sales / Customer Service environment and others CRM Systems, such as SalesForce.com
Educational Background
Any Bacherlor's or Masters degree
Working Experience
- 610 years experience in Sales & Distribution, Customer Excellence, or Order-to-Cash operations. Strong knowledge of SAP SD (Sales & Distribution) module or similar ERP systems.
- Proven track record in customer engagement, process improvement, and issue resolution.
Ready to Make a Difference
If this role excites you, we'd love to hear from you! Apply now to start the conversation and learn more about where your career can go with us.
Danfoss engineers solutions that increase machine productivity, reduce emissions, lower energy consumption, and enable electrification.
Our solutions are used in such areas as refrigeration, air conditioning, heating, power conversion, motor control, industrial machinery, automotive, marine, and off- and on-highway equipment. We also provide solutions for renewable energy, such as solar and wind power, as well as district-energy infrastructure for cities.
Our innovative engineering dates back to 1933. Danfoss is family-owned, employing more than 39.360 people, serving customers in more than 100 countries through a global footprint of 95 factories.
