**What will you do?
Job Scope & Purpose**
**Order Processing**
- Order input in internal ERP (Migrating to SAP)
- **High volume inbound calls**
- Send order confirmation to the 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 the 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 we look for?
Position Requirements**
- Bachelor's degree in business, international relations or related.
- English Proficiency written and spoken ( highly required)
- Previous experience as CSR, working in **Manufacturing industry **(highly required)
- Order management/fulfillment process knowledge and experience (highly required)
**-Experience in international calls (High volume inbound calls)**
- Customer-oriented with a focus on details
- Problem-solving
- Knowledge in SAP/ ORACLE / Salesforce is a plus.
Johnson Controls does not request pregnancy or HIV testing as a requirement for admission, permanence or promotion.