Customer Service Senior

hace 2 semanas

Saltillo, México Johnson Controls A tiempo completo

**Job Details****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 SAP (different order types)- 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 complaint and RMA if required.(Salesforce/SAP)- 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 credit-note procedures (DOA)**Enquiry handling**- Handle customer questions on deliveries, delays, problems, etc.- Follow-up on pending basic quotes- Coordinate approach with Inside/outside sales representative**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- Support debtor control on collecting accounts receivable- Keep customer details and price agreements up-to-date.- Collect, share and document leads, projects, competitor details**What are we looking for?**- Bachelor's degree completed- Fluent English (conversational)- Customer-oriented with focus on details- PC skills - MS office- Communication and interpersonal skills- Problem solving- Experience in international calls- Knowledge of internal ERP's.LI-SM1- Johnson Controls does not request pregnancy or HIV testing as a requirement for admission, permanence or promotion_

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