Advanced Customer Service Representative for Parts

7 hours ago

Largo, Florida, United States Johnson Controls Full time
Unlock your potential with Johnson Controls

As a premier organization in intelligent, healthy, and sustainable infrastructure, our goal is to redefine building performance to benefit individuals, environments, and the planet. Become part of our successful team and shape a promising future. With our broad influence across multiple sectors globally, our teams are exceptionally equipped to support and empower you. You will have the chance to enhance your skills through impactful projects and educational opportunities. We are committed to providing our employees with an experience that prioritizes their physical, financial, and emotional well-being.

Join the Johnson Controls family and flourish in a culture that appreciates your insights and contributions.

Your next remarkable opportunity is just a few clicks away

What we offer:
  • Competitive Compensation
  • Paid time off, holidays, and sick leave.
  • Comprehensive benefits package, including 401K, medical, dental, and vision coverage - available from day one.
  • Extensive training and development opportunities, supported by our exceptional internal resources.
  • Supportive and collaborative team environment.
  • Commitment to safety through our Zero Harm initiative.
  • Employee discount programs.
Your responsibilities:

Deliver complex customer service support by obtaining, analyzing, and verifying the accuracy of domestic and international order information promptly. Initiate and/or implement corrective actions as necessary to maintain high service standards and customer satisfaction. Prepare customer service summary reports. Proactively maintain relationships with key clients and regional sales teams. Act as the primary contact for the Customer Service Manager.

Your approach:
  • Manage all customer service functions including order processing, order expediting for domestic and international orders, proof of delivery, invoice adjustments, and warranty claims.
  • Respond to customer inquiries via calls and emails, demonstrating thorough knowledge of products, availability, and the ordering process. Coordinate activities and relay information between customers, factories, and sales teams to ensure satisfaction.
  • Assist customers by providing optimal solutions; efficiently utilizing all available resources and tools for account selection, product identification, order placement, order management, and pricing discrepancies.
  • Actively engage in company initiatives, identifying workflow inefficiencies, and collaborating with management to implement process improvements.
  • Create and maintain Standard Work Documentation for internal processes.
  • Take responsibility for personal development, committing to learning and growth through feedback and coaching.
  • Research unusual requests to determine alternative solutions to complex customer issues, providing detailed options and expediting requests to meet requirements.
  • Lead peers through process and cultural changes.
  • Establish and maintain strong working relationships with internal departments to ensure consistent service delivery.
  • Audit activity reports, identifying, researching, and resolving individual issues.
  • Recommend exceptions to procedures based on customer needs regarding order priority, credits, and billing.
  • Collaborate with internal and external resources as needed to meet customer demands and seize opportunities.
  • Work effectively in a team-oriented environment to achieve organizational goals and resolve challenges.
  • Assist in cross-training responsibilities within the team.
Qualifications:
  • Bachelor's degree
  • 8-10 years of customer service and sales experience
  • 3-5 years of experience in International Shipping Support/Documentation
  • Experience in the HVAC industry
  • Excellent organizational and time management skills.
  • Self-motivated with the ability to work independently and exercise sound judgment
  • Strong customer service orientation and meticulous attention to detail
  • Good analytical, problem-solving, and troubleshooting abilities
  • Advanced computer skills
  • Exceptional written and verbal communication skills, with the ability to convey information effectively.
  • Aware of personal strengths and weaknesses, open to developmental feedback, and takes responsibility for personal growth
  • Polished de-escalation skills
  • Professional demeanor in appearance, attitude, and actions
At Johnson Controls, our employees are valued members of the team. They are dedicated, skilled, and passionate individuals who contribute to the success and growth of our organization. We prioritize creating a positive and inclusive work environment that fosters collaboration, innovation, and personal development. Our employees are encouraged to share their ideas and opinions, knowing they will be heard and valued. We believe in investing in our employees' well-being, offering competitive salaries, comprehensive benefits packages, and opportunities for career advancement. With a strong emphasis on safety and a commitment to sustainability, our employees play a crucial role in shaping a smarter, healthier, and more sustainable future for buildings and communities worldwide.

Johnson Controls International plc. is an equal employment opportunity and affirmative action employer. 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.

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