Johnson Controls Customer Service Rep II in Las Vegas, Nevada
Communicate with factories, and field offices to ensure shipments are arranged per the customer’s requirements and to the customer’s satisfaction.
Monitor orders and expedites factories to prevent delays that would incur additional costs to either the customer or Johnson Controls for late delivery.
Work with sales to resolve order problems identified by contract engineering or factory order edit departments.
Follow-up on outstanding hold issues daily to clear as soon as possible and complete processing.
Issue special shipping instructions to manufacturing plants and third party suppliers.
Expedite and /or coordinate domestic trucking companies on deliveries to customers.
Coordinate input of answers or information in IBS comments as received from the factories and / or transport carriers to ensure field office’s questions are answered.
Maintain and ensure the ongoing accuracy of information in IBS to be used by the factories.
Reduce the days between product delivery and sales recognition for FOB Destination shipments.
Review orders configured in YORKworks as needed for technical information and contact Marketing or Product Management on behalf of field offices to resolve YORKworks problems.
Stock Chiller Processing
a. Verify stock chiller is still available
b. Notify and expedite receipt of customer purchase order within 24 hours when the same stock unit is required by two or more offices
c. Notify master scheduler of sale so the unit is marked sold and removed from the stock list to prevent any duplicate orders
- Quick ship / Rapid Ship / Express Ship
a. Communicate available options to the field per request
b. Ensure available production slots if many units are ordered
- Any missing or incorrect documents or incorrect YORKworks selections result in a Manufacturing Hold notice being sent to sales detailing the deficiencies.
a. Notice is systematically sent.
b. It includes details of the deficiency and any applicable information needed to correct it.
c. Request revisions to orders as requested for specific technical changes required to manufacture of the units.
Investigate and expedite factories to assist field offices in resolving requests which may involve under / over shipments, defective material, in transit damage, etc.
Issue refrigerant PO’s
Initiate communications with field offices to receive necessary documentation to coordinate arrangements for factory visits or Customer witness of factory tests.
Secure from factories and / or vendors and send to the field offices any requested manuals, drawings, QC documentation, starter and / or motor specification, etc. necessary to fulfill customer requests or order requirements.
Assist with outbound freight account reconciliation as needed.
Quote and approve expedited shipping options and FOB Destination pricing to field offices.
Lead contact for CRN deviation process.
Demand place orders to manufacturing facilities as needed.
Approve and release order revisions to the manufacturing facilities as needed.
Backup for Master Schedulers when out of office or on vacation.
In performing these tasks, the incumbent is expected to:
Portray a positive attitude that can inspire confidence in the Company and Department, with both external and internal customers.
Pursue opportunities and problems with a sense of urgency while having the ability to identify key issues and quickly resolve them.
Adapt easily to changing circumstances, methods, and processes. Suggest changes to methods and processes and look for improved ways of accomplishing tasks.
Associate’s or Bachelor’s degree in a relevant discipline plus 2 years servicing internal or external customers is required. A minimum of 5 years servicing internal or external customers is required if non-degreed. Experience in using U.S. Uniform Commercial Code. A demonstrated superior telephone personality is required, along with excellent organizational, verbal, and written communication skills. The ability to work effectively and independently in a high-volume, fast-paced environment is essential. Experience with Microsoft PC applications is required. Exposure to business-based systems, such as Oracle, is preferred. Must have the capability and desire to learn new technologies as required. #external
Job: *Customer Support
Organization: *Bldg Technologies & Solutions
Title: Customer Service Rep II
Location: NV-Las Vegas
Requisition ID: WD30038162250