What will you do?Follow up transactions effectively to ensure that the agreed quantities of products are delivered to the customer as set out in the sales offer/order, at the agreed place and time. All interactions with customers will be done by phone or email.How will you do it?Order ProcessingOrder input in SAP (different order types)Incoming calls managementSend order confirmation to customer (confirm delivery date based on ATP, partial delivery allowed, etc)Backorder monitoring and order managementMonitor 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 ordersHandling non-conformities and complaintsIssue internal complaints and RMA if required. (Salesforce/SAP)Send customer receipt confirmation of complaintFollow up and coordinate internally on solution and corrective actionsInform the customer about corrective actions or escalate/involve account managerAction on solution and corrective actionsSAP and Salesforce credit-note procedures (DOA)Enquiry handlingHandle customer questions on deliveries, delays, problems, etc.Follow-up on pending basic quotesCoordinate approach with Inside/outside sales representativeCustomer careHandle customer questions effectively and in a service-oriented mannerFollow up on actions requested in sales representatives call reportsInform customers about changed delivery times and equivalent productsFiling & miscellaneousCase management in SalesforceSupport debtor control on collecting accounts receivableKeep customer details and price agreements up-to-date.Collect, share and document leads, projects, competitor detailsWhat are we looking for?Bachelor’s degree in business, international relations or related.Due to the global 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 detailsPC skills/ MS officeProblem-solvingSAP (desirable)Johnson Controls does not request pregnancy or HIV testing as a requirement for admission, permanence or promotion.
