What will you do? Job Scope & Purpose

Order Processing

• Order input in internal ERP (Migrating to SAP)

• Send order confirmation to the customer (confirm delivery date based on ATP, partial delivery allowed, etc)

Backorder monitoring and order management

• Monitor 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 orders

Handling non-conformities and complaints

• Issue internal complaints and RMA if required. (Salesforce/SAP)

• Send customer receipt confirmation of complaint

• Follow up and coordinate internally on solution and corrective actions

• Inform the customer about corrective actions or escalate/involve the account manager

• Action on solution and corrective actions

• SAP and Salesforce credit-note procedures (DOA)

Inquiry handling

• Handle customer questions on deliveries, delays, problems, etc.

• Follow-up on pending basic quotes

• Coordinate approach with Inside/outside sales representative

Customer care

• Handle customer questions effectively and in a service-oriented manner

• Follow up on actions requested in sales representatives call reports

• Inform customers about changed delivery times and equivalent products

Filing & miscellaneous

• Case Management in Salesforce

• Support debtor control on collecting accounts receivable

• Keep customer details and price agreements up-to-date.

• Collect, share and document leads, projects, competitor details

What we look for? Position Requirements

-Bachelor’s degree in business, international relations or related.

-English Proficiency written and spoken (highly required)

-Previous experience as CSR, working in Manufacturing industry (highly required)

-Order management/fulfillment process knowledge and experience (highly required)

-Experience in international calls (High volume inbound calls)

-Customer-oriented with a focus on details

-Problem-solving

-Knowledge in SAP/ ORACLE / Salesforce is a plus.

Johnson Controls does not request pregnancy or HIV testing as a requirement for admission, permanence or promotion.