Customer Service Representative

Job Title

Johnson Controls, a global leader in thermal management, mission-critical building systems, energy efficiency, and decarbonization, helps customers use energy more productively, reduce carbon emissions, and operate with the precision and resilience required in rapidly expanding industries such as data centers, healthcare, pharmaceuticals, advanced manufacturing, and higher education.

For more than 140 years, Johnson Controls has delivered performance where it really matters. Backed by advanced technology, lifecycle services and an industry-leading field organization, we elevate customer performance, turn goals into real-world results and help move society forward.

Responsibility Level

Serve as a single point of contact for Sales and Field Operations for North America Applied Equipment contracts from receipt of order to delivery of equipment, providing proactive and supportive solutions via daily interaction with Sales and Field Operations, Manufacturing, Product Management, Marketing, Accounting, and Logistics.

Principal Duties

• 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.
• Review orders configured in SelNav as needed for technical information and contact Marketing or Product Management on behalf of field offices to resolve SelNav 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 SelNav 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.
• 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.
• 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.

Requirements:

• Associate's or Bachelor's degree in a relevant discipline plus 4 years servicing internal or external customers is required.
• A minimum of 6 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.

Hiring Hourly Range: $32- $39 (Hourly rate to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.) This position includes a competitive benefits package. The posted salary range reflects the target compensation for this role. However, we recognize that exceptional candidates may bring unique skills and experiences that exceed the typical profile. If you believe your background warrants consideration beyond the stated range, we encourage you to apply. To support an efficient and fair hiring process, we may use technology assisted tools, including artificial intelligence (AI), to help identify and evaluate candidates. All hiring decisions are ultimately made by human reviewers.

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, sexual orientation, gender identity, status as a qualified individual with a disability or any other characteristic protected by law. To view more information about your equal opportunity and non-discrimination rights as a candidate, visit EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit here.