Customer Service Senior

hace 15 horas

Saltillo, México Johnson Controls A tiempo completo

**What will you do? Job Scope & Purpose****Order Processing**- Order input in internal ERP (Migrating to SAP)- High volume inbound calls- Send order confirmation to the 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 the 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, competitor details**What we look for? Position Requirements**- Bachelor’s degree in business, international relations or related.- English Proficiency written and spoken ( highly required)- +3 years of experience as CSR, working in **Manufacturing industry **(highly required)- Order management/fulfillment process knowledge and experience (highly required)- **Experience in international calls (High volume inbound calls)**- Customer-oriented with a focus on details- Problem-solving- Knowledge in SAP/ ORACLE / Salesforce is a plus.Johnson Controls does not request pregnancy or HIV testing as a requirement for admission, permanence or promotion.

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