CSR Security ACVS
Johnson Controls Inc.
What will you do?
Follow up transactions effectively to ensure that the agreed quantities of products are delivered to the customer as set out in the sales offer/order, at the agreed place and time.
How will you do it?
Order Processing
Order input in SAP (different order types) Â Incoming calls management Send order confirmation to customer (confirm delivery date based on ATP, partial delivery allowed, etc)Backorder monitoring and order management
Monitor the customer backorders in conjunction with Customer, Warehouse, Supply & Demand, Credit Control, Purchase and Forwarder. Maintenance of planned shipping days (delays, customer requests, etc) Handle customer order cancellations (DOA) Monitor call-off ordersHandling non-conformities and complaints
Issue internal complaints and RMA if required. (Salesforce/SAP) Send customer receipt confirmation of complaint Follow up and coordinate internally on solution and corrective actions Inform the customer about corrective actions or escalate/involve account manager Action on solution and corrective actions SAP and Salesforce credit-note procedures (DOA)Enquiry handling
Handle customer questions on deliveries, delays, problems, etc. Follow-up on pending basic quotes Coordinate approach with Inside/outside sales representativeCustomer care
Handle customer questions effectively and in a service-oriented manner Follow up on actions requested in sales representatives call reports Inform customers about changed delivery times and equivalent productsFiling & miscellaneous
Case management in Salesforce Support debtor control on collecting accounts receivable Keep customer details and price agreements up-to-date. Collect, share and document leads, projects, competitor detailsWhat are we looking for?
Bachelor’s degree in business, international relations or related. English Proficiency Previous experience as CSR Customer-oriented with a focus on details PC skills/ MS office Problem-solving SAP (desirable)
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