Johnson Controls, a integral leader in thermal management and building systems, is seeking a Customer Service Representative to manage order processing and ensure timely delivery of products to customers.
Responsibilities
- Follow up transactions to ensure agreed quantities of products are delivered to the customer as set out in the sales offer/order, at the agreed place and time.
- Order processing: input orders in the system (different order types).
- Incoming calls management and send order confirmations to customers (confirm delivery date based on ATP, partial delivery allowed, etc.).
- Credit notes and invoice processing.
- Backorder monitoring and order management; monitor 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.
- Handle 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 involve account manager.
- Implement SAP and Salesforce credit‑note procedures (DOA).
- Handle customer enquiries and 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.
Qualifications
- Bachelor’s degree in business, international relations, or related field.
- Minimum 1 year of experience working as a CSR (experience in a manufacturing company is a plus).
- Proficiency in English language.
- Customer‑oriented with a focus on details.
- PC skills / MS Office.
- Problem‑solving skills.
- Sense of urgency.
Benefits
- Comprehensive benefits package.
- Opportunities for professional growth and development.
- Supportive and inclusive work environment.
- Commitment to work‑life balance and employee well‑being.
- Engagement in meaningful projects that make a difference.
Johnson Controls does not request pregnancy or HIV testing as a condition for hiring, continued employment, or promotion, in accordance with its commitment to labor equality and non‑discrimination.