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 processing
1. order input in sap (different order types)
2. incoming calls management
3. send order confirmation to customer (confirm delivery date based on atp, partial delivery allowed, etc)
backorder monitoring and order management
4. monitor the customer backorders in conjunction with customer, warehouse, supply & demand, credit control, purchase and forwarder.
5. maintenance of planned shipping days (delays, customer requests, etc)
6. handle customer order cancellations (doa)
7. monitor call-off orders
handling non-conformities and complaints
8. issue internal complaints and rma if required. (salesforce/sap)
9. send customer receipt confirmation of complaint
10. follow up and coordinate internally on solution and corrective actions
11. inform the customer about corrective actions or escalate/involve account manager
12. action on solution and corrective actions
13. sap and salesforce credit-note procedures (doa)
inquiry handling
14. handle customer questions on deliveries, delays, problems, etc.
15. follow-up on pending basic quotes
16. coordinate approach with inside/outside sales representative
customer care
17. handle customer questions effectively and in a service-oriented manner
18. follow up on actions requested in sales representatives call reports
19. inform customers about changed delivery times and equivalent products
filing & miscellaneous
20. case management in salesforce
21. support debtor control on collecting accounts receivable
22. keep customer details and price agreements up-to-date.
23. collect, share and document leads, projects, competitor details
what are we looking for?
24. bachelor’s degree in business, international relations or related.
25. due to the global nature of the role, proficiency in the english language is a must.
26. previous experience as csr / understanding the customer service process in a manufacturing environment. From order entry to product delivery. (desirable)
27. customer-oriented with a focus on details
28. pc skills/ ms office
29. problem-solving
30. sap (desirable)
johnson controls does not request pregnancy or hiv testing as a requirement for admission, permanence or promotion.