**What will you do?
**
**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 integral 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.

📌 Customer Service Agent Jr (Saltillo)
🏢 Johnson Controls International
📍 Saltillo