CUSTOMER SERVICE REPRESENTATIVE

How you will do it

Provides customer service support to the organization by obtaining, analyzing and verifying the accuracy of order information in a timely manner.

Initiates and / or implements corrective action as needed in order to ensure an excellent standard of service and a high level of customer satisfaction is maintained.

Prepares customer service summary reports. Coordinates the handling of difficult and / or unusual situations.

What you will do

PRINCIPAL DUTIES :

• Provides all customer service (domestic / international) functions including order processing, timely response to customer's requests, order expediting, 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, proactively identifies workflow inefficiencies, provides suggestions / ideas to improve process / procedures, and works with management to implement / deploy changes or enhancements 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.
• 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.
• Interfaces with Customers, Sales, Purchasing, Engineering, Product Management and Warranty Services to support with Parts identification and recommendations.
• Contributes to the development and maintenance of standards, policies and procedures regarding Customer Service.
• Assists in team cross training responsibilities.
• Always consistent and performs multiple tasks simultaneously in high operations tempo environment.
• All other duties as assigned by Manager.

REQUIRED EDUCATION AND EXPERIENCE :

• High School diploma, some college preferred.
• 3-5 years customer service and sales experience.
• HVAC Manufacturing background with ability to read basic mechanical drawings preferred.
• Excellent organizational and time management skills.
• 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.
• 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.

Johnson Controls International plc. is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, genetic information, sexual orientation, gender identity, status as a qualified individual with a disability or any other characteristic protected by law.

To view more information about your equal opportunity and non-discrimination rights as a candidate, visit EEO is the Law.

If you are an individual with a disability and you require an accommodation during the application process, please visit here.