*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 concerning trends 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.
- *excellent communication *(speaking-listening-writing) skills; ability to communicate in a variety of formats and venues in *english *and spanish, attention to details, proactive self-starter.
- ability to work successfully in a dynamic, ambiguous environment.
- ability to meet tight deadlines and prioritize workloads.
- ability to develop new ideas and creative solutions.
- experience working in matrix organizations; influencing without authority.
- global or multinational experience preferred; working with colleagues in different global regions.
- advanced excel skills.
Johnson controls does not request pregnancy or hiv testing as a requirement for admission, permanence or promotion.