Manager, Customer Care

The Impact You’ll Make

Danfoss is seeking a strategic, customer-focused leader to join our team as Manager, Customer Care – North America. This position will lead a team of customer service professionals responsible for managing customer orders across Danfoss Power Solutions (DPS) while ensuring an exceptional customer experience.

Danfoss is seeking a strategic, customer-focused leader to join our team as Manager, Customer Care – North America. This position will lead a team of customer service professionals responsible for managing customer orders across Danfoss Power Solutions (DPS) while ensuring an exceptional customer experience.

Reporting to the Director, Customer Care – Americas Region, the Manager, Customer Care – NAM will collaborate closely with Sales, Supply Chain, Operations, and other cross-functional teams to drive effective order management processes, improve customer satisfaction, and support business objectives. This role is responsible for developing team capabilities, implementing strategic initiatives, and fostering a culture of continuous improvement, accountability, and customer‑centricity.

Responsibilities for this position include, but are not limited to, the following:

• Lead, coach, and develop the North America Customer Care team through regular performance discussions, development planning, and monitoring of key performance indicators (KPIs).
• Foster a culture of continuous improvement, accountability, collaboration, and customer focus while supporting employee growth and engagement.
• Implement and execute customer care strategies, processes, and initiatives that align with departmental and organizational objectives.
• Ensure compliance with quality management standards, including IATF 16949 and ISO 9001 requirements, and support continuous improvement efforts across the organization.
• Lead root cause investigations and corrective action activities utilizing structured problem‑solving tools, including 8D methodologies.
• Serve as a key customer escalation point, proactively communicating with customers, addressing concerns, and driving resolution of service‑related issues.
• Collaborate with Supply Chain, Sales, Operations, and other stakeholders to ensure order fulfillment processes are aligned, efficient, and support customer expectations.
• Analyze customer service and delivery performance data to identify trends, opportunities, and improvement initiatives that enhance customer satisfaction and business performance.
• Lead and coordinate cross‑functional projects, facilitate meetings, and drive collaborative problem‑solving to achieve business objectives.

• Bachelor’s or Master’s degree from an accredited institution.
• Minimum of five (5) years of experience in a management or leadership role.
• Minimum of five (5) years of experience in customer service, customer care, or order management functions.
• Experience leading global teams or working within a global business environment.
• Experience managing employees across multiple locations and/or remote teams.
• Previous experience within a manufacturing environment.
• Fluent in English, both written and verbal.

• Knowledge of supply chain, logistics, and order fulfillment processes.
• Experience implementing process improvements and driving operational excellence initiatives.
• Strong understanding of customer experience management and customer service best practices.
• Demonstrated experience leading cross‑functional teams and influencing stakeholders.
• Proven track record of improving business performance through data analysis and strategic execution.
• Experience working within quality management systems and regulated manufacturing environments.

• Excellen…