Job Information
Johnson Controls Customer Service Representative in San Pedro Garza García, Mexico
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.
How will you do it?
Order Processing
Order input in the system (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 / Lawson)
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
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
Keep customer details and price agreements up-to-date.
What are we looking for?
Bachelor’s degree in business, international relations or related.
Minimum 1 year of experience working as CSR (from a manufacturing company is a plus)
Due to the global nature of the role, proficiency in English language is a must.
Customer-oriented with a focus on details
PC skills/ MS office
Problem-solving
Sense of urgency
Johnson Controls does not request pregnancy or HIV testing as a requirement for admission, permanence or promotion