As a Customer Service Supervisor, you will take full responsibility for the timely and accurate processing of orders to achieve Johnson Controls revenue targets. You will set up the structure to support the ongoing activities, managing, motivating, and developing team members. You will also be expected to deliver department's continuous improvement savings.
Short description
Provide customer service, manage incoming enquiries, and handle orders. Cover the process from receiving customer purchase order through to receipt of payment excluding the transport.
Main responsibilities
Be accountable for below mentioned activities and ensure they are performed on timely manner, with sustainable and acceptable quality
Order Processing
Receiving customer order by phone, mail (Salesforce) fax or EDI
Check products and quantities ordered (start up process for non-standard products)
Check requested delivery dates and delivery address
Check price agreements (DOA)
Checking delivery and payment terms
Order input in SAP (different order types)
Check availability of products. Secondary warehouse. Select shipping point.
Sending order confirmation to customer (confirm delivery date based on ATP, partial delivery allowed, etc)
Process order to warehouse (shipping point) with required delivery dates
Work with Credit control to release orders on credit block
Providing necessary documentation, e.g. transport and customs (if required)
Documents and certificates.
Transportation planning with forwarding agent and/or customer
Backorder monitoring and order management
Monitoring 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
Work with credit control for orders/customer on credit-hold




Determine delivery date and process backorder to warehouse (shipping point)
Handling non-conformities and complaints
Issue internal complaint and RMA if required.
Send customer receipt confirmation of complaint
Follow up and coordinate internally on solution and corrective actions
Inform 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.
Handle customer questions for price, availability and lead times
Handle enquiries for non-standard products
Independently preparing and sending basic quotations
Follow-up on pending basic quotes
Coordinate approach with Inside/outside sales representative
Customer care
Handling customer questions effectively and in a service-oriented manner.
Follow up on actions requested in sales representatives call reports
Informing customers about changed delivery times and equivalent products
Filing & miscellaneous
Case management in Salesforce
Archiving important notes, E-mails and letters.
Support debtor control on collecting accounts receivable.
Keeping customer details and price agreements up-to-date.
Collecting, sharing and documenting leads, projects, competitor details
Requirements
Secondary education degree or adequate professional experience focusing on Customer care / Sales
Minimum 1-year experience in a leadership role
Strong process knowledge in relevant area
MS-Office
C1 level of English
Analytical skills • Willing to develop and learn, Strong Communication skills, Collaborative, Team player, Customer and result oriented, Proactive attitude, Flexibility
Experience with process improvement activities or projects
Previous experience with leading people
Johnson Controls does not request pregnancy or HIV testing as a requirement for admission, permanence or promotion

📌 Frick Customer Service Supervisor (México)
🏢 JOHNSON CONTROLS
📍 México