.**Job Details**By joining Johnson Controls, you'll be part of a team that plays an essential role in helping to create a safe, comfortable, and sustainable world. As a globally diversified technology and multi-industrial leader serving a wide range of customers in more than 150 countries.We are committed to helping our customers win and creating greater value for all our stakeholders in everything that we do.**Main Responsibilities**- Act as primary interface to the customer for all aspects related to the orders- All tasks in his/her position are completed in a correct, timely, rapid and cost-efficient manner.- Ensure issues are dealt with per the SLA and monitors issue escalation is managed appropriately- Organize Monthly/Quarterly Service reviews with stakeholders to review service performance, incidents, KPIs, actions and propose improvements- Oversee Order entry processes, call center capabilities and order management process- Expertise in resolving disputes and claims raised by the customers- The operational quality of the department is optimized.- The operational capability of the department is warranted all the time.- Daily tracking of customers request, operation rhythm and discipline and focus on achieving KPI's targets- Proactively look for ways to resolve existing or facing lack of operational quality extraordinary occurrences in the department.- Oversee a large group of agents serving different level of product programs across the Business Unit- Manage the business - Constantly review and analyze key business metrics; take note of concerningtrends and proactively implement corrective action plans. Achieve the staffing plan and manage attrition.- Driving Innovation/Improving Processes - Drive initiatives related to people, process, and technology to optimize the customer support experience end-to-end.- Ambiguity and complexity- Manage complex problems, decisions, and escalations- The holder of the position is obligated to perform, in addition to the above described tasks, individual tasks assigned by his/her superiors, which are to be seen by their nature as part of his/her work area, or which arise out of necessity.**What your background should look like****EXPERIENCE AND EDUCATIONAL REQUIREMENTS**:- Bachelor's degree- Over 5 years of experience in Customer Service and/or Operations and excellence delivery **as Manager **, **managing multiple large teams for a **manufacturing **Company.- Experience with logistics and export/import process a plus- Basic/Working knowledge of Six Sigma tools and Lean techniques preferred- **Availability to travel**- This position requires presence in the office at least 50% or more.- Strong commitment to exceptional customer experience, and a high level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional environment