Technical Customer Service Representative

The company:Johnson Controls is a global diversified technology and multi-industrial leader serving a wide range of customers in more than 150 countries.
Our 135,000 employees create intelligent buildings, efficient energy solutions, integrated infrastructure and next generation transportation systems that work seamlessly together to deliver on the promise of smart cities and communities.
Our commitment to sustainability dates back to our roots in 1885, with the invention of the first electric room thermostat.
We are committed to helping our customers win and creating greater value for all of our stakeholders through strategic focus on our buildings and energy growth platforms.
For additional information, please visit or follow us @johnsoncontrols on Twitter.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 availabilityAcknowledge and respond to enquiries in a timely mannerMaintain and commit to accurate Customer Requested Dates in the ERP systemAny delays or extended lead times must be communicated to clients immediatelyAssist 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 salesExecute timely shipping arrangements with customersActive use of Salesforce for communications, orders, and customer complaintsInvestigating and resolving client issuesCommitted to effective backorder management, following up orders that are overdueResolve 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 executionAppropriate Salesforce escalation of complaint cases to L&D department, sales reps and managementMonitor the status of complaints and ensure that they are resolved and closed in a timely mannerEnsure clear roles and responsibilities between the functions and free up sales reps for more face time with customersIncrease solution-focused customer serviceCross training team membersBackup other TCSR when they are not availableWhat we are looking for:Relevant Customer Service experienceGood communication and interpersonal skillsPassionate about customer service and excellent telephone mannerHigh level of integrity and able to work under stress with on-time deliverablesGood planning and prioritization skillsSelf-starter and independentGood attention to detail and proactive individualKnowledge of ERP's, Salesforce, and MS Office beneficialPlease 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.Johnson Controls International plc.
is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, genetic information, status as a qualified individual with a disability, or any other characteristic protected by law.
For more information, please view EEO is the Law.
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