Customer Service / Account Representative
Job Description:RESPONSIBILITY LEVEL:
Under general supervision, provides account management support to all channels, (i.e. Distributors, OEM's, ABCS's, ABSS's, IFC, JCI Branch offices, sales, and other internal customers), processes orders, researches and responds to customer inquiries, and addresses customer concerns/issues within designated timeframes.
PRINCIPAL DUTIES:
1. Assists customers with all incoming inquiries from all channels including; distributors, OEM's, ABCS's, ABCS's, ABSS's, IFC, JCI Branch offices, sales, and other internal customers requiring a thorough knowledge of Johnson Controls' processes and procedures.
2. Researches and completes account management duties for assigned and unassigned customers. Assists customers with account set up/maintenance requests, pricing, invoicing, specific shipment routing rules, etc.
3. Works closely with Product Sales Operations field personnel to ensure that sales forecasts are met by a specified deadline.
4. Handles customers' expedite requests and responds in a timely manner. Informs customers of any updates to shipping status and monitors critical orders.
5. Completes order processing via verbal communication, fax, email and all means of electronic ordering. Enters/retrieves customer's information (order status, product availability) in multiple order processing systems.
6. Completes timely purchase order discrepancy resolution following established ISO procedures consisting of outbound calls, outbound faxes and emails to customers. Monitors orders on hold and researches, analyzes, and works with appropriate parties for resolution.
7. Manages Imaging inbox including all customer documentation and correspondence in a timely manner.
8. Acquires thorough knowledge of products/product literature, price/availability requests, and the ordering process/procedures for both. Coordinates activities and acts in a liaison capacity between the customer, factory, sales personnel, etc., to ensure customer satisfaction.
9. Researches possibilities of alternative solutions to complex or unusual customer issues, communicates available options, and expedites requests to exceed customers' expectations.
10. Researches factory shortage/overage claims with customers and works with factories to ensure data integrity and the needs of the customer are being met.
11. Works closely with logistics, shipping carriers, and Trans International to investigate and resolve damaged shipping claims and ensure customer and JCI receive proper credit. Coordinates
12. Issues return material authorizations and repair and return requests in the appropriate programs and coordinates returns with suppliers as necessary. Works with RMA Administration team on special return requests.
13. Issues credit/debit requests and answers invoice inquiries based on customer channel. Works with multiple departments to resolve these issues.
14. Establishes and maintains good working relationships with internal departments such as internal purchasing, information technology, accounting, credit/collections, price administration, marketing communications, product managers, technical support, quality, inventory team, and multiple factories to ensure consistent service delivery.
15. Recommends exceptions to procedures based on customer needs and related response with regards to order priority, credits, and billings. Identifies trends that require further analysis, and brings them to the attention of the Supervisor.
16. Provides backup support to the team as needed.
17. Performs additional duties as assigned by Supervisor or Manager.
Job
Qualifications:REQUIREMENTS:
Bachelor's degree in Business Administration, Communications or equivalent field preferred or equivalent progressive service experience. Prior Customer Service experience in a time sensitive environment. Personal commitment to customer service, customer satisfaction, and continuous improvement. Ability to multi-task in a fast paced, rapidly changing work environment. Ability to effectively and efficiently handle calls from all customer channels and perform daily assigned workflow responsibilities in a timely manner with minimal supervision. Professional verbal skills, including clear and concise vocabulary and strong written communication skills. Capable of independent problem solving. Advanced PC skills, i.e. Microsoft Office Suite. Prior knowledge of manufacturing operations helpful. Ability to read and understand technical documentation and verbiage helpful. International experience preferred.
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
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