.
*job details*by joining johnson controls, you'll be part of a team that plays an essential role in helping to create a safe, comfortable, and sustainable world.
as a globally diversified technology and multi-industrial leader serving a wide range of customers in more than 150 countries.we are committed to helping our customers win and creating greater value for all our stakeholders in everything that we do.
*main responsibilities*- act as primary interface to the customer for all aspects related to the orders- all tasks in his/her position are completed in a correct, timely, rapid and cost-efficient manner.- ensure issues are dealt with per the sla and monitors issue escalation is managed appropriately- organize monthly/quarterly service reviews with stakeholders to review service performance, incidents, kpis, actions and propose improvements- oversee order entry processes, call center capabilities and order management process- expertise in resolving disputes and claims raised by the customers- the operational quality of the department is optimized.- the operational capability of the department is warranted all the time.- daily tracking of customers request, operation rhythm and discipline and focus on achieving kpi's targets- proactively look for ways to resolve existing or facing lack of operational quality extraordinary occurrences in the department.- oversee a large group of agents serving different level of product programs across the business unit- manage the business - constantly review and analyze key business metrics; take note of concerningtrends and proactively implement corrective action plans.
achieve the staffing plan and manage attrition.- driving innovation/improving processes - drive initiatives related to people, process, and technology to optimize the customer support experience end-to-end.- ambiguity and complexity- manage complex problems, decisions, and escalations- the holder of the position is obligated to perform, in addition to the above described tasks, individual tasks assigned by his/her superiors, which are to be seen by their nature as part of his/her work area, or which arise out of necessity.
*what your background should look like*experience and educational requirements*:- bachelor's degree- over 5 years of experience in customer service and/or operations and excellence delivery *as manager *, *managing multiple large teams for a *manufacturing *company.- experience with logistics and export/import process a plus- basic/working knowledge of six sigma tools and lean techniques preferred- *availability to travel*- this position requires presence in the office at least 50% or more.- strong commitment to exceptional customer experience, and a high level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional environment