Customer Service Representative
Johnson Controls
Customer Service Representative
Johnson Controls, a global leader in thermal management, mission-critical building systems, energy efficiency, and decarbonization, helps customers use energy more productively, reduce carbon emissions, and operate with the precision and resilience required in rapidly expanding industries such as data centers, healthcare, pharmaceuticals, advanced manufacturing, and higher education. For more than 140 years, Johnson Controls has delivered performance where it really matters. Backed by advanced technology, lifecycle services and an industry-leading field organization, we elevate customer performance, turn goals into real-world results and help move society forward.
The Customer Service Representative will serve as a single point of contact for Sales and Field Operations for North America Applied Equipment contracts from receipt of order to delivery of equipment, providing proactive and supportive solutions via daily interaction with Sales and Field Operations, Manufacturing, Product Management, Marketing, Accounting, and Logistics.
Communicate with factories, and field offices to ensure shipments are arranged per the customer's requirements and to the customer's satisfaction.
Monitor orders and expedites factories to prevent delays that would incur additional costs to either the customer or Johnson Controls for late delivery.
Work with sales to resolve order problems identified by contract engineering or factory order edit departments.
Follow-up on outstanding hold issues daily to clear as soon as possible and complete processing.
Issue special shipping instructions to manufacturing plants and third party suppliers.
Expedite and/or coordinate domestic trucking companies on deliveries to customers.
Coordinate input of answers or information in IBS comments as received from the factories and/or transport carriers to ensure field office's questions are answered.
Maintain and ensure the ongoing accuracy of information in IBS to be used by the factories.
Reduce the days between product delivery and sales recognition for FOB Destination shipments.
Review orders configured in YORKworks as needed for technical information and contact Marketing or Product Management on behalf of field offices to resolve YORKworks problems.
Associate's or Bachelor's degree in a relevant discipline
Minimum 4 years servicing internal or external customers is required
Experience in using U.S. Uniform Commercial Code.
A demonstrated superior telephone personality is required, along with excellent organizational, verbal, and written communication skills.
The ability to work effectively and independently in a high-volume, fast-paced environment is essential.
Experience with Microsoft PC applications is required.
Exposure to business-based systems, such as Oracle, is preferred.
Must have the capability and desire to learn new technologies as required.
Comprehensive benefits package.
Opportunities for professional growth and development.
Supportive and inclusive work environment.
Commitment to work-life balance and employee well-being.
Engagement in meaningful projects that make a difference.
Johnson Controls does not request pregnancy or HIV testing as a condition for hiring, continued employment, or promotion, in accordance with its commitment to labor equality and non-discrimination.