Supervisor, Customer Service Support at Johnson Controls, Inc in Lansdale, Pennsylvania

Job Description:

Johnson Controls is powered by your talent. We are the power behind the customer mission. Together we are building a world that’s safe, comfortable and sustainable. Our diverse global team creates innovative, integrated solutions to make cities more connected, buildings more intelligent and environments more comfortable and secure. We are all about improving outcomes for our partners. Tomorrow needs your talent. Tomorrow needs you. So let’s talk today.

What you will do

The Customer Service Supervisor provides customer support and all aspects of call center management including inbound call monitoring, handling escalated calls and training customer service representatives. The supervisor is directly responsible for handling customer needs as they relate to items purchased from FSP to ensure timely deliveries in order to achieve high levels of customer satisfaction.

Johnson Controls - Fire Suppression Products (FSP) (NYSE: JCI) is the world’s largest pure-play fire and security company. We provide more than three million customers around the globe with the latest fire protection and security products and services. A $10+ billion company, Johnson Controls - Fire Suppression Products (FSP) has more than 69,000 employees in 1,000 locations in nearly 50 countries serving the world’s most demanding environments, including banking and financial services, oil and gas, marine, government, healthcare, retail, home security, transportation and commercial and industrial.

Johnson Controls - Fire Suppression Products (FSP) is a global leader in fire and life safety. We provide fire detection, sprinkler, suppression, special-hazard, and emergency communications solutions to customers in countries spanning six continents. With more than 30 manufacturing facilities worldwide, we provide safety and security for millions of customers around the world every day. Plus, we offer a comprehensive array of testing, inspection, maintenance, and repair services to keep fire and life-safety systems in top working order.

How you will do it

• Lead team of 7-10 Customer Service Representatives’ daily workload and provide coaching to ensure work is complete and accurate


• Handle escalated calls from FSP Customers, Sales and Branch Managers


• Train Customer Service Representatives on current ERP system processes and product knowledge


• Responds to customer requests for price quotations, purchase orders, order changes, adjustments, and cancellations directly from customers. Achieves and maintains rapport with customers and works to give them the best possible service.


• Required making decisions on an order by order basis as to what pricing policy and/or special handling requirement are needed on each order. Maintain a customer profile with up to date special pricing and requirements.


• Process customer/distributor purchase orders/inquiries.


• Research customer issues and prepare vital paperwork to correct the problem.


• Monitor and follow up on current and past due orders to provide accurate and timely responses to the customers.


• Responds to telephone calls professionally, efficiently and with good communication skills.


• Processes customer orders/inquiries received by fax, or e-mail. Coordinates orders with warehouses, shippers, and contractor/jobsites to determine delivery dates. Determines and facilitates appropriate shipping options.


• Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.


• Maintains records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken in SalesForce.


• Collaborates with other departments, including Sales and Material Planning to ensure that customer needs are met. Refer unresolved customer grievances to designated departments for further investigation.

What we look for

Required

• 5+ years prior experience in high velocity Customer Service or sales support role or a minimum of 10 years related experience with a high school diploma.


• highly organized and detail oriented


• Ability to take initiative and work independently while maintaining a high degree of self-motivation. Thinking proactively and finding opportunities to improve customer service and create greater efficiencies Excellent verbal and written communication skills as well as excellent interpersonal skills.


• Microsoft Office including Word, Excel, and Outlook.


• Ability to navigate the internet for online based data and tech support.


• An ability to handle high stress situations.


• Capable of handling highly confidential information, especially customer pricing.

Preferred

• Bachelor’s Degree


• Fire protection or related product experience


• SAP/JDE experience

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, status as a qualified individual with a disability, or any other characteristic protected by law. For more information, please view EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit http://www.johnsoncontrols.com/careers.