Customer Support Supervisor

Job Description

Build your best future with the Johnson Controls team

As a global leader in inquisitive, healthy, and sustainable buildings, our mission is to reimagine the performance of buildings to serve people, places and the planet.  Join a winning team that enables you to build your best future! Our teams are uniquely positioned to support a multitude of industries across the globe. You will have the opportunity to develop yourself through substantial work projects and learning opportunities. We strive to provide our employees with an experience, focused on supporting their physical, financial, and emotional wellbeing. Become a member of the Johnson Controls family and thrive in an empowering company culture where your voice and ideas will be heard – your next great opportunity is just a few clicks away!

What we offer

Competitive wages

Paid vacation / holidays / sick time - 15 days of vacation first year

Comprehensive benefits package including 401K, medical, dental, and vision care - Available day one

Extensive product and on the job / cross training opportunities

Outstanding resources with encouraging and collaborative team environment

Dedication to safety through our Zero Harm policy

What you will do

As a Customer Support Supervisor, you will be in the office 3 days per week and 2 remote supporting the US, Canada, and Latin America and your hours will vary depending on what region you will be supporting. You will execute all administrative tasks relating to the Johnson Controls Fire Suppression parts and product and positively interact with customers both verbally and written.

Part of your day-to-day tasks include :

Supervise a team of 5-10 people

Handle escalated customer complaints

Create SOPs to maintain backlog at a healthy level

Maintain SLA of 30 day max for open cases

Keep backlog for both WM and SPH teams under 300 cases

Review and close disputes with collections team

Follow up and coordinate internal resolution to customer complaints

Handle RMA credits

Manage Metrics

Supervise cases in Salesforce.com

What you will need

Required

University degree or equivalent combination of education and experience

3 years of supervisory experience

Minimum of 2 years CRM experience with Salesforce.com, SAP and / or JD Edwards

Must demonstrate a customer service focus with a strong orientation for sensitivity and professionalism when handling customer calls, questions, and concerns.

Experience prioritizing and carrying out multiple assignments effectively and concurrently

Excellent problem-solving skills

Ability to demonstrate proactive behavior

Adept to working in a fast paced, team-oriented environment with quickly changing priorities

Exhibits active listening skills

Attention to detail

Strong computer skills including proficiency with Microsoft Office suite of products

Preferred :

Previous experience leading a remote team

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