Continuous Improvement Specialist

**Job Details**

As a Continuous Improvement Sr Specialist, you will improve 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.

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.

**What you will do**:
**Continuous Improvement**
- Process documentation to detect operational trends, determine root cause and present findings & recommendations.
- Drive forward solutions to improve the customer service process, internal communication, data integrity, etc
- Data driven approach and eye for innovation to implement digital solutions.
- Project Management to drive the execution of the internal projects and ensure the deliverables and show the outcomes.
- Data analytics (build and interpret the results to design strategies)

**What you need to know**:
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 Salesforce.
- Validate the execution of booking validation.
- Part number and quantities ordered (startup process for non-standard products)
- Item availability
- Pricing
- 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 call-off orders.
- Work with credit control for orders/customer on credit-hold
- Determine delivery date and process backorder to warehouse (shipping point)

**Handling non-conformities and complaints**
- Issue internal complaint and returns of materials 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
- Salesforce credit-note procedures (DOA)

**Enquiry handling**
- Handle customer questions on deliveries, delays, problems, etc.
- Handle customer questions for price, availability and lead times
- Handle enquiries for non-standard products
- Independently preparing and sending basic quotations
- Follow-up on pending basic quotes.
- Coordinate approach with Inside/outside sales representative

**Customer care**
- Handling customer questions effectively and in a service-oriented 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, E-mails and letters.
- Support debtor control on collecting accounts receivable.
- Keeping customer details and price agreements up to date.
- Collecting, sharing and documenting leads, projects, competitor details

**What are we looking for?**
- Bachelor’s degree in Engineering, Administration or related.
- Previous experience/ understanding of Customer Service Process and Continuous Improvement
- English Proficiency
- Green belt certification
- Availability to travel - Visa and Passport (ACTIVE)
- Johnson Controls does not request pregnancy or HIV testing as a requirement for admission, permanence or promotion._