Customer Service Representative

3 days ago

Mulgrave, Australia Johnson Controls Full time

**The company**:
**About this opportunity**:
The Customer Service Representative (CSR) is accountable for excellent customer service experience in the ANZ region. The CSR 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 CSR will have to interact directly with clients and adhere to policies and procedures as instructed.

**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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