Customer Service Representative
Johnson Controls
This is a Contract position in Lansdale, PA posted March 26, 2021.
What you will do
The Customer ServiceSupport Coordinator is responsible for water and mechanical customer supportand all aspects of call center management including inbound call monitoring,handling escalated calls and training customer service representatives.
How you will do it
•Manage inbound telephone callsprofessionally, efficiently and with good communication skills.
•Processes customer orders/inquiries received by fax, or e-mail. Coordinatesorders with warehouses, shippers, and contractor/jobsites to determine deliverydates. Determines and facilitates appropriate shipping options.
•Responsible for acting as a liaison between customers and the company.
•Responds to customer requests for price quotations, purchase orders, orderchanges, adjustments, and cancellations directly from customers. Achievesand maintains rapport with customers and works to give them the best possibleservice.
•Resolves product or service problems by clarifying the customer’s complaint;determining the cause of the problem; selecting and explaining the bestsolution to solve the problem; expediting correction or adjustment; followingup to ensure resolution.
•Maintains records of customer interactions and transactions, recording detailsof inquiries, complaints, and comments, as well as actions taken inSalesForce.Com.
•Manage customer’s orders within assigned region. Ensure orders are placedwithin agreed upon SLA, order acknowledgements are emailed and delivery leadtimes are communicated to the customer.
•Manage backorders and escalate expedite request to the order performance deliveryteam.
•Collaborates with other departments, including Sales and Material Planning toensure that customer needs are met. Refer unresolved customer grievancesto designated departments for further investigation.
What we look for
Preferred:
•Associate’s/Bachelor’s DegreePreferred (Equivalent combination of higher education and experience isacceptable).
•3-5 years’ experience in a high velocity customer service environment.
•The preferred candidate will have prior experience in a customer service orsupport role.
•Must have excellent verbal and written communication skills as well asexcellent interpersonal skills. As well as exceptional telephone and e-mailskills.
•Experience in manufacturing or industrial companies are helpful, but notrequired to perform the essential responsibilities of the position.
•The ability to learn and apply fundamentals of fire protection productsmarketing is essential.
•Computer experience with Microsoft Office including Word, Excel, PowerPoint,Outlook and Access is required.
•The candidate should be resilient, and able to effectively manage multipleclients and projects in a fast-paced environment.
•Must also be capable of dealing with highly confidential information,especially when dealing with customer pricing.
•Understanding of JDE, Salesforce.com and SAP is desirable.
Who we are
Johnson Controls is an equalemployment opportunity and affirmative action employer and all qualifiedapplicants will receive consideration for employment without regard to race,color, religion, sex, national origin, age, protected veteran status, status asa qualified individual with a disability, or any other characteristic protectedby law. For more information, please view EEO is the Law.
