Customer Service Representative Senior

**What will you do?****How will you do it?****Order Processing**- Order input in SAP (different order types)- Incoming calls management- Send order confirmation to customer (confirm delivery date based on ATP, partial delivery allowed, etc)**Backorder monitoring and order management**- Monitor the customer backorders in conjunction with Customer, Warehouse, Supply & Demand, Credit Control, Purchase and Forwarder.- Maintenance of planned shipping days (delays, customer requests, etc)- Handle customer order cancellations (DOA)- Monitor call-off orders**Handling non-conformities and complaints**- Issue internal complaints and RMA if required. (Salesforce/SAP)- Send customer receipt confirmation of complaint- Follow up and coordinate internally on solution and corrective actions- Inform the customer about corrective actions or escalate/involve account manager- Action on solution and corrective actions- SAP and Salesforce credit-note procedures (DOA)**Inquiry handling**- Handle customer questions on deliveries, delays, problems, etc.- Follow-up on pending basic quotes- Coordinate approach with Inside/outside sales representative**Customer care**- Handle customer questions effectively and in a service-oriented manner- Follow up on actions requested in sales representatives call reports- Inform customers about changed delivery times and equivalent products**Filing & miscellaneous**- Case management in Salesforce- Support debtor control on collecting accounts receivable- Keep customer details and price agreements up-to-date.- Collect, share and document leads, projects, competitor details**What are we looking for?**- Bachelor's degree in business, international relations or related.- ** Due to the global nature of the role, **proficiency in the English language** is a must.**- Previous experience as CSR / Understanding the customer service process in a manufacturing environment. From order entry to product delivery. (desirable)- Customer-oriented with a focus on details- PC skills/ MS office- Problem-solving- SAP (desirable)Johnson Controls does not request pregnancy or HIV testing as a requirement for admission, permanence or promotion.