CSR Fire Detection

hace 3 meses

San Pedro Garza García Nuevo León MX Johnson Controls International A tiempo completo

What will you do?

Follow up transactions effectively to ensure that the agreed quantities of products are delivered to the customer as set out in the sales offer/order, at the agreed place and time.

How will you do it?

Order Processing

  • Order input in the system (different order types)
  • Incoming calls management
  • Send order confirmation to customer (confirm delivery date based on ATP, partial delivery allowed, etc.)

Backorder monitoring and order management

  • Monitor 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 call-off orders

Handling non-conformities and complaints

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

Enquiry handling

  • Handle customer questions on deliveries, delays, problems, etc.
  • Follow-up on pending basic quotes

Customer care

  • Handle customer questions effectively and in a service-oriented manner
  • Follow up on actions requested in sales representatives call reports
  • Inform customers about changed delivery times and equivalent products

Filing & miscellaneous

  • Case management in Salesforce
  • Keep customer details and price agreements up-to-date.

What are we looking for?

  • Bachelor’s degree in business, international relations or related.
  • Minimum 1 year of experience working as CSR (from a manufacturing company is a plus)
  • Due to the global nature of the role, proficiency in English language is a must.
  • Customer-oriented with a focus on details
  • PC skills/ MS office
  • Problem-solving
  • Sense of urgency

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