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Customer Service Lead

hace 3 meses

Saltillo, Coahuila de Zaragoza, México Johnson Controls A tiempo completo

Job Details


As a Customer Service Team Leader, you will take full responsibility for the timely and accurate processing of orders to achieve Johnson Controls revenue targets.

You will set up the structure to support the ongoing activities, managing, motivating, and developing team members. You will also be expected to deliver department's continuous improvement savings.

Short description
Provide customer service, manage incoming enquiries, and handle orders. Cover the process from receiving customer purchase order through to receipt of payment excluding the transport.

Main responsibilities
Be accountable for below mentioned activities and ensure they are performed on timely manner, with sustainable and acceptable quality

Order Processing

  • Receiving customer order by phone, mail (Salesforce) fax or EDI
  • Check products and quantities ordered (start up process for nonstandard products)
  • Check requested delivery dates and delivery address
  • Check price agreements (DOA)
  • Checking delivery and payment terms
  • Order input in SAP (different order types)
  • Check availability of products. Secondary warehouse. Select shipping point.
  • Sending order confirmation to customer (confirm delivery date based on ATP, partial delivery allowed, etc)
  • Process order to warehouse (shipping point) with required delivery dates
  • Work with Credit control to release orders on credit block
  • Providing necessary documentation, e.g. transport and customs (if required)
  • Documents and certificates.
  • Transportation planning with forwarding agent and/or customer

Backorder monitoring and order management

  • Monitoring the customer backorders in conjunction with Customer, Warehouse, Supply & Demand, Credit Control, Purchase and Forwarder.
  • Maintenance of planned shipping days (delays, customer requests, etc)
  • Handle customer order cancellations (DOA)
  • Monitor calloff orders
  • Work with credit control for orders/customer on credithold
  • Determine delivery date and process backorder to warehouse (shipping point)

Handling non-conformities and complaints

  • Issue internal complaint and RMA if required.
  • Send customer receipt confirmation of complaint
  • Follow up and coordinate internally on solution and corrective actions
  • Inform customer about corrective actions or escalate/involve account manager
  • Action on solution and corrective actions
  • SAP and Salesforce creditnote procedures (DOA)

Enquiry handling

  • Handle customer questions on deliveries, delays, problems, etc.
  • Handle customer questions for price, availability and lead times
  • Handle enquiries for nonstandard products
  • Independently preparing and sending basic quotations
  • Followup on pending basic quotes
  • Coordinate approach with Inside/outside sales representative

Customer care

  • Handling customer questions effectively and in a serviceoriented manner.
  • Follow up on actions requested in sales representatives call reports
  • Informing customers about changed delivery times and equivalent products

Filing & miscellaneous

  • Case management in Salesforce
  • Archiving important notes, Emails and letters.
  • Support debtor control on collecting accounts receivable.
  • Keeping customer details and price agreements uptodate.
  • Collecting, sharing and documenting leads, projects, competitor details

Requirements:

  • Secondary education degree or adequate professional experience focusing on Customer care / Sales
  • Minimum 1year experience in a leadership role
  • Strong process knowledge in relevant area
  • MS-Office
  • C1 level of English
  • Analytical skills
  • Willing to develop and learn, Strong Communication skills, Collaborative, Team player, Customer and result oriented, Proactive attitude, Flexibility,
  • Experience with process improvement activities or projects
  • Previous experience with leading people
Johnson Controls does not request pregnancy or HIV testing as a requirement for admission, permanence or promotion