Johnson Controls

What are you going to do?

Follow up transactions effectively to ensure that the agreed quantities of products are delivered to the customer as set out in the sales offer/order, at the agreed place and time.

How will you do it?

Order Processing

• Order input in SAP (different order types)
• Send order confirmation to 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 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 are we looking for?

• Bachelor’s degree in business, international relations or related
• English Proficiency
• Previous experience as CSR
• Customer-oriented with a focus on details
• PC skills/ MS office
• Problem-solving
• SAP (desirable)