Senior Customer Service Representative

We are one team, dedicated to working collaboratively to create the purposeful solutions that propel the world forward. We hope you will join our diverse team of top people - you bring your talent, and we'll give you the space and opportunities to grow and succeed. We are committed to make a difference.

What we offer:

• Competitive Starting Pay
• Paid Training
• Global Advancement Opportunities
• Referral Bonuses
• Comprehensive Benefits
• Medical/Dental/Vision insurance
• Health Savings Account (HSA)
• Life Insurance
• 401(k) savings plan with company match
• Short-Term and Long-Term Disability
• Employee Assistance Program
• Wellness Program
• And More!
  

Senior Customer Service Representative role:

Provides complex customer service support to the organization by obtaining, analyzing and verifying the accuracy of domestic and international order information in a timely manner. Initiates and/or implements corrective action as needed in order to ensure that an excellent standard of service and a high level of customer satisfaction is maintained. Prepares customer service summary reports. Proactively maintains relationships with key customers and regional sales team. Go-to person for Customer Service Manager.

PRINCIPAL DUTIES:

• Provides all customer service functions including order processing, order expediting-domestic and international, proof of delivery, invoice adjustments, and warranty claims.
• Responds to customer calls and emails requiring a thorough knowledge of products, availability and the ordering process. Coordinates activities and relays information between the customer, factory, and sales teams ensure customer satisfaction. Assists customers by providing the best solution; efficiently utilizing all available resources and tools for account selection, product identification, order placement, order management, and pricing and invoice discrepancies.
• Actively participates in Company initiatives, and proactively identifies workflow inefficiencies, provides suggestions/ideas to improve process/procedures, and works with management to implement/deploy changes or enhancements
• Creates and maintains Standard Work Documentation of Internal Processes.
• Responsible for own development, commits to learning and growth by leveraging feedback, coaching, and an individual development plan. Researches unusual requests to determine alternate solutions to complex customer problems. Provides customers with details of options available and expedites requests to meet stated requirements.
• Able to lead peers through process and culture changes.
• Establishes and maintains good working relationships with internal departments to ensure consistent service delivery.
• Audits activity reports and identifies, researches and resolves individual problems.
• Recommends exceptions to procedure based on customer needs and related response with regard to order priority, credits and billings.
• Collaborates with other internal / external resources when the need arises to meet customer needs and capitalize on opportunities.
• Works effectively with others in a team based environment to accomplish organizational goals and to identify and resolve problems.
• Assists in team cross training responsibilities.

REQUIRED EDUCATION AND EXPERIENCE:

• Bachelor's degree preferred
• 8-10 years customer service and sales experience
• 3-5 years logistics-freight claims and trade compliance
• HVAC or Manufacturing Industry
• Excellent organizational and time management skills
• Self-Motivated-demonstrated ability to work independently and use good judgment
• Strong sense of customer service and meticulous attention to detail
• Good analytical, problem solving and troubleshooting skills
• Advanced PC Skills
• Excellent written and verbal communication skills, with the ability to communicate effectively.
• Is aware of own strengths and weaknesses. Is open to developmental feedback and takes responsibility for personal development
• Polished de-escalation skills
• Professional in appearance, attitude and action

HIRING HOURLY RANGE: $21-$31 (Hourly rate to be determined by the education, experience, knowledge,skills, and abilities of the applicant, internal equity, location and alignment with market data.) This positionincludes a competitive benefits package. For details, please visit the About Us tab on the Johnson ControlsCareers site at https://jobs.johnsoncontrols.com/about-us

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