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Customer Service Team Leader

hace 2 meses

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

As a Customer Service Team Leader at Johnson Controls, you will be responsible for overseeing the timely and accurate processing of orders to meet revenue targets. You will establish a structured approach to support ongoing activities, manage, motivate, and develop team members. Additionally, you will be expected to deliver continuous improvement savings for the department.

Main Responsibilities:

  • Be accountable for receiving customer orders through various channels, including phone, mail, fax, or EDI.
  • Verify product and quantity orders, including startup processes for non-standard products.
  • Check requested delivery dates and addresses, as well as price agreements and delivery/payment terms.
  • Input orders into SAP, handling different order types.
  • Verify product availability in secondary warehouses and select shipping points.
  • Send order confirmations to customers, confirming delivery dates based on ATP and partial delivery allowances.
  • Process orders to warehouses with required delivery dates.
  • Collaborate with Credit Control to release orders on credit block.
  • Provide necessary documentation, such as transport and customs documents (if required).
  • Coordinate transportation planning with forwarding agents and/or customers.

Backorder Monitoring and Order Management:

  • Monitor customer backorders in conjunction with Customer, Warehouse, Supply & Demand, Credit Control, Purchase, and Forwarder teams.
  • Maintain planned shipping days, handling delays and customer requests.
  • Handle customer order cancellations and monitor call-off orders.
  • Work with Credit Control for orders/customer on credit-hold.
  • Determine delivery dates and process backorders to warehouses.

Handling Non-Conformities and Complaints:

  • Issue internal complaints and RMA (Return Merchandise Authorization) as required.
  • Send customer receipt confirmations of complaints.
  • Follow up and coordinate internally on solution and corrective actions.
  • Inform customers about corrective actions or escalate/involve account managers.
  • Implement solution and corrective actions.
  • Process SAP and Salesforce credit-note procedures.

Enquiry Handling:

  • Handle customer inquiries on deliveries, delays, problems, and other issues.
  • Address customer questions on price, availability, and lead times.
  • Handle inquiries for non-standard products.
  • Prepare and send basic quotations independently.
  • Follow up on pending basic quotes.
  • Coordinate with Inside/Outside Sales Representatives.

Customer Care:

  • Handle customer inquiries 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:

  • Manage cases in Salesforce.
  • Archive important notes, emails, and letters.
  • Support debtor control in collecting accounts receivable.
  • Keep customer details and price agreements up-to-date.
  • Collect, share, and document leads, projects, and competitor details.

Requirements:

  • Secondary education degree or equivalent professional experience focusing on Customer Service.
  • Minimum 3 years of experience in a leadership role.
  • Strong process knowledge in relevant areas.
  • Order entry/order management experience.
  • MS-Office proficiency.
  • C1 level of English.
  • Analytical skills.
  • Willingness to develop and learn.
  • Strong communication skills.
  • Collaborative and team-oriented.
  • Customer and result-oriented.
  • Proactive attitude.
  • Flexibility.
  • Experience with process improvement activities or projects.
  • Previous experience leading people.