Customer Support Specialist

hace 2 días

Saltillo, México Johnson Controls A tiempo completo

**Job Details**

**What are you going to do?**

A Customer Support Specialist is responsible for providing exceptional service to customer by answering their questions, addressing their concerns, and resolving their issues. They act as a liaison between the customer and the company and are the first point of contact for customers seeing assistance.

**How will you do it?**

**Handling non-conformities and complaints**
- Issue internal complaint and RMA 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
- Credit-note procedures (DOA)

**Inquiry handling**
- Handle customer questions on deliveries, delays, problems, etc.
- Coordinate approach with Inside/outside sales representative
- Troubleshooting and resolving customer complaints and issues
- Gathering customer feedback and passing it along to the appropriate department for improvement.
- Keeping accurate records of customer interaction and transactions. (salesforce)

**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.
- Adhering to company policies and procedures.

**What are we looking for?**
- Bachelor’s degree in business, international relations or related.
- High English Proficiency (written and spoken).
- PC skills - MS office
- Communication and interpersonal skills
- Problem-solving
- Experience in international calls
- Knowledge of internal ERPs.
- Multitask and prioritize
- Positive and empathetic approach to customer service.

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

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