Customer Support Coordinator

4 months ago

Norfolk, United States Johnson Controls Full time
Unleash your potential with the Johnson Controls team

As a global leader in smart, healthy and sustainable buildings, our mission is to reimagine the performance of buildings to serve people, places and the planet. Join our winning team and pave the way for a bright future. With our extensive reach across various industries worldwide, our teams are uniquely positioned to support and empower you. You will have the opportunity to develop yourself through meaningful work projects and learning opportunities. We strive to provide our employees with an experience, focused on supporting their physical, financial, and emotional wellbeing.

Join the Johnson Controls family and thrive in a culture that values your voice and ideas.

Your next incredible opportunity is just a few clicks away

Here's what we have to offer
  • Competitive pay
  • Paid vacation, holidays, and sick time
  • Comprehensive benefits package, including 401K, medical, dental, and vision care - available from day one
  • Extensive product and on-the-job/cross-training opportunities, supported by our outstanding internal resources
  • Encouraging and collaborative team environment
  • Dedication to safety through our Zero Harm policy
  • Company vehicle, tools, and equipment provided to complete all jobs
  • Scheduling and management support
  • JCI Employee discount programs (The Loop by Perk Spot)
What you will do

Under general supervision, coordinates employee safety statistics, track safety training, track and manage truck inventory counts, generate on-call schedules, assist with customer surveys, and follow up on connected system's needs. Work with CRC to schedule customer service requests, from initiation to service completion, and maximize technical resource productivity and profitability by efficiently scheduling and dispatching Technicians with guidance from the STM and Team Leads. Generate and track customer orders, process shipments, track branch, and vehicle inventories, set up new customer accounts, and work with vendors on invoice and shipment issues. Partners effectively with the Service Team Manager to ensure technical service work is completed in a reasonable timeframe and to the customer's expectations. Analyzes and assesses technical team performance and adjusts as needed to enhance customer satisfaction in a cost-effective manner.

How you will do it
  • Utilize Microsoft Windows platform tools and company software to track, manage, and support operations metrics.
  • Receives customer requests for unscheduled or scheduled service. Determines customer needs and matches appropriate Technician or Team Lead to the need.
  • Communicates the action plan and services to be provided directly to the customer.
  • Ensures work has been performed to the customer's expectations and performs follow-up with the customer, as needed. Answers any customer inquiries and resolves or escalates customer issues, as appropriate.
  • Upon completion, reconciles all service requests daily.
  • Coordinates labor scheduling to align technicians to the appropriate customer and service needs. Ensures Technicians are provided with daily schedules. Maintains consistent communication with assigned Technicians. Follows up on activities to ensure completion in an established timeframe.
  • Assists with the creation of L&M quotations.
  • Develops and maintains viable long-term relationships with customers and subcontractors.
  • Prepares yearly, monthly, and weekly inventory counts and uploads into company platforms.
  • Create new employee trunk locations, tool, and product inventories.
  • Participates in business review meetings by preparing and discussing critical account information pertinent to current profitability status (i.e. outstanding claims, PSA variance, Accounts Receivable issues) and customer satisfaction issues. Researches and follows up on questions identified during the monthly business reviews.
  • Ensures that all customer account information required to support call management activities and scheduling of tasks are kept up to date in NxGen.
  • Create new customer accounts, reconcile updates, and manage changes with account information.
  • Facilitates administration of warranty claims.
  • Track and update monthly, quarterly, and annual inventory cycle counts.
  • Periodically performs duties of the Customer Resource Coordinator as overflow demands.
  • Create RMA's, prepare shipments for return, track receipt, and follow up on any delays.
  • Other duties and administrative activities as assigned.
What we look for

Required
  • High school diploma or equivalent required, plus a minimum of five years of service industry experience managing service operations and/or service scheduling.
  • Must demonstrate the ability to perform work independently and demonstrate solid organizational and attention to detail skills.
  • Must have strong interpersonal skills to effectively communicate with both internal and external clients. Must have the ability to simultaneously handle a large and diverse number of projects, tasks and issues with tact, cooperation, and persistence.
  • Must have proficient computer skills within the following applications: Advanced Microsoft Word, Excel, PowerPoint and Internet business application usage and strong data management capabilities.
  • Able to prioritize work activities based upon financial impact to desired business goals.
  • Able to influence diverse teams to accomplish tasks/goals.
Preferred
  • Associate's degree preferred.
  • Experience and/or basic project accounting or costing principles is desired.


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.

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