Customer Service Agent

hace 6 meses

Saltillo, México Johnson Controls International A tiempo completo

**What will you do?**

**How will you do it?**

**Order Processing**
- Order input in SAP (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/SAP)
- 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
- 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 in business, international relations or related.
- Due to the global nature of the role, proficiency in the English language is a must.
- Previous experience as CSR / Understanding the customer service process in a manufacturing environment. From order entry to product delivery. (required)
- Customer-oriented with a focus on details
- PC skills/ MS office
- Problem-solving
- SAP (desirable)

Johnson Controls does not request pregnancy or HIV testing as a requirement for admission, permanence or promotion.

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