Customer Service Specialist - Spare Parts
Warsaw, PL
Daikin Europe NV (DENV) is a subsidiary of Daikin Industries Limited, a Japanese multinational and worldwide the biggest producer and supplier of HVAC-R (heating, ventilation, air conditioning and refrigeration) solutions, including heating pumps and cooling technology.
DENV is Daikin’s sales, development, and production headquarters for Europe, the Middle-East and Africa comprising headquarter offices in Brussels and Oostende, 8 production plants, 24 sales subsidiaries and offices and a whole network of independent distributors and dealers across the EMEA region.
Daikin Europe Business Support (DEBS) is a branch of DENV located in Warsaw. As a competency center we aim at being one of the driving forces behind the processes transformation: optimization, standardization and automation in the areas of supply, service, master data, controlling, financial reporting and HR.
Your responsibilities
As a Customer Service Helpdesk Coordinator you will take an active role in solving issues with Spare parts orders for the whole EMAE region. You will be part of the Team solving the issues raised by the customers. You will need to be able to consult different systems, including SAP to find a customer friendly solution for our customers. Sometimes finding the solution will require contacting other teams (triggering actions to secure availability). Communication will be streamlined via the ticketing system (written communication) or online meetings (verbal communication). Together with the team you will be responsible for answering all the tickets within the agreed timings. To avoid re-occurring issues weekly and monthly reporting is also a part of the job. In addition:
- major focus on improvements proposing, executing and leading (process or way of working improvements)
- taking proactive actions to improve availability
- reports preparation with full ownership (with adjustments if needed in BW, queries)
- take actions to improve KPIs
- leading online trainings for affiliates to keep proper knowledge of how to gain information about availability, lead times, proper communication flow
Profile
- The ideal candidate for this function has a Bachelor or Master degree, preferably in the area of business administration, business or logistic.
- proactive behaviour and improvement oriented to lead initiatives towards seamless operations and optimised processes.
- Having a key role in solving issues for the customers requires efficient organisation of work and keeping track of the open issues.
- You will need to be able to easily combine information from different systems to come to a solution. In this way you can build a relation based on the reliability and trust with the customers.
- Good written and verbal English skills are required (B2)
Skills
- Customer Oriented (Going the extra mile for solving the issue for the customer with a smile)
- Proactive approach
- Efficient in administration and organising your own job
- Team player
- Critical mindset with ability to challenge procedures and suggest improvements
- Strong written and verbal communication skills
- SAP basics would be an asset
- Power BI knowledge on how to build reports would be an asset
What we offer
- Professional development in a fast-growing branch of an international manufacturing and trading company
- Annual performance bonus based on performance appraisal
- Christmas bonus
- Health insurance (your contribution is only 1 PLN/month)
- Group Life and Disability Insurance (your contribution is only 1 PLN/month)
- Sports and culture card with Kafeteria system (your contribution is only 13 PLN/ month)
- Business travel insurance (occasional trips to Belgium will be required)
- Team and integration budget
- Flexible start time, between 7:30 and 10:00 am
- Discount on Daikin products (50-55%)
- Access to internal training platform + training offered by LinkedIn
- English language classes
Daikin Europe is a subsidiary of Daikin Industries Ltd. and the leading provider of heating, cooling, ventilation, air purification, and refrigeration technology. The company designs, manufactures and brings to market a broad portfolio of equipment, as well as tailor-made solutions for residential, commercial, and industrial purposes in Europe, Middle East, and Africa (EMEA). To date, Daikin EMEA has over 12 000 employees across more than 59 consolidated subsidiaries. It has 12 major manufacturing facilities based in Belgium, the Czech Republic, Germany, Italy, Spain, Turkey, Austria, and the UK. Our aim is to drive sustainable and effective solutions, sparking a good climate for the generations to come. And all this can only be achieved because of our People.
We believe our employees are the beating heart of our company and that top-quality solutions are delivered by talented individuals in a good working environment. As a result, we live in a unique environment based on our people-centered approach, where we value each person's uniqueness and where we truly believe in people's unlimited potential.
We believe: Good climate starts with people.