Customer Service Senior

hace 4 días

Saltillo, México Johnson Controls A tiempo completo

**Job Details**

**What will you do? Job Scope & Purpose**:
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? Essential Job Responsibilities**:
**Order Processing**
- Customer service via Nice system (international calls)
- 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 complaints and RMA if required. (Salesforce/SAP)
- Send customer receipt confirmation of complaint
- Follow up and coordinate internally on solutions 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)

**Inquiry 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, and competitor details

**What are we looking for?**
- Bachelor's degree completed
- Fluent English (conversational)
- Customer-oriented with a focus on details
- PC skills - MS office
- Communication and interpersonal skills
- Problem-solving
- Experience in international calls (high volume)
- SAP, Oracle, Nice or Sales force knowledge
- Johnson Controls does not request pregnancy or HIV testing as a requirement for admission, permanence or promotion_

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