Customer Service Agent

hace 4 semanas

Nuevo León, México Johnson Controls International A tiempo completo

What will you do?

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. All interactions with customers will be done by phone or email.

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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