Technical Customer Service Representative

3 weeks ago


Melbourne, Victoria, Australia Johnson Controls, Inc. Full time
About this role:
As a Technical Customer Service Representative, you will be accountable for delivering exceptional customer service experience in the ANZ region. Your frequent interactions with internal stakeholders, such as sales and operational teams, will require you to provide the highest possible level of service while adhering to policies and procedures.

Key Responsibilities:
Acknowledge new orders and process them in a timely manner.
Issue quotes for spares as requested, including pricing and availability.
Maintain and commit to accurate Customer Requested Dates in the ERP system.
Communicate any delays or extended lead times to clients immediately.
Assist the business in achieving its sales goals (both revenue numbers and deadlines).
Coordinate activities with many departments, including logistics, demand planning, technical support, product management, and sales.
Execute timely shipping arrangements with customers.
Use Salesforce actively for communications, orders, and customer complaints.
Investigate and resolve client issues.
Commit to effective backorder management, following up on overdue orders.
Resolve any backorder-related issues with internal and external stakeholders.
Notify the CS Manager of any difficulties in a timely manner.

Performance Indicators:
On-time delivery report
Backorder report
Aging orders report
Revenue forecast report
Salesforce complaint cases report

Required skills:
Relevant Customer Service experience
Good communication and interpersonal skills
Passionate about customer service with an excellent telephone manner
High level of integrity and able to work under stress with on-time deliverables
Good planning and prioritization skills
Self-starter and independent
Good attention to detail and proactive individual
Knowledge of ERP's, Salesforce & MS Office beneficial

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