Technical Customer Service Representative

1 week ago

Scoresby, Australia Johnson Controls Full time

Job details
**Employment Type**:
Full-Time
**Location**:
Scoresby, Victoria, Australia
**Job Category**:
Customer Support
**Job Number**:
WD30242310
**Job Description**:
**The company**:
**About this opportunity**:
The Technical Customer Service Representative (TCSR) is accountable for excellent customer service experience in the ANZ region. The TCSR will have frequent interactions with internal stakeholders such as sales and operational teams (factories) within the organisation. To provide the highest possible level of service, the TCSR will have to interact directly with clients and adhere to policies and procedures as instructed.
This role will be 12 months fixed term.

**Responsibilities**:
Acknowledge new orders and process them in a timely manner. Orders will include, but not limited to, spares, BTO’s, CCU’s and Licenses.
Issue quotes for spares as requested, including pricing and availability
Acknowledge and respond to enquiries in a timely manner
Maintain and commit to accurate Customer Requested Dates in the ERP system
Any delays or extended lead times must be communicated to clients immediately
Assist the business in achieving its sales goals (both revenue numbers and deadlines)
Coordination of activities with many departments, including logistics, demand planning, technical support, product management and sales
Execute timely shipping arrangements with customers
Active use of Salesforce for communications, orders, and customer complaints
Investigating and resolving client issues
Committed to effective backorder management, following up orders that are overdue
Resolve any backorder-related issues with internal and external stakeholders. Proactive in notifying the CS Manager of any difficulties in a timely way.
Actively engage with overseas internal factories to ensure seamless execution
Appropriate Salesforce escalation of complaint cases to L&D department, sales reps and management
Monitor the status of complaints and ensure that they are resolved and closed in a timely manner
Ensure clear roles and responsibilities between the functions and free up sales reps for more face time with customers
Increase solution-focused customer service
Cross training team members
Backup other TCSR when they are not available
**What we are looking for**:
Relevant Customer Service experience
Good communication and interpersonal skills
Passionate about customer service and 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, and MS Office beneficial
Please note pre-employment checks - including reference checks, medical, criminal record check, and drug & alcohol testing - will form part of the eligibility process.
Only applicants who have a current right to work in Australia will be considered.
**How to Apply**:
LI-JS4

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