RESPONSIBILITY LEVEL: Serves as a single point of contact for sourcing and reservations for Applied Equipment contracts from knowlesge of an order to receipt of and order to scheduling the equipment, providing proactive and supportive solutions via daily interaction with Sales, Service, Operations, and Marketing. PRINCIPAL DUTIES: Communicate with factories and branches/agents to ensure order reservations and sourcing are arranged per the customer's requirements and to the customer's satisfaction. Monitor order reservations and work with the sales offices on the deadlines and communicate with the factories to prevent delays that would incur additional costs to either the customer or Johnson Controls . Work with sales to resolve order problems identified by contract engineering or factory order edit departments. Coordinate input of answers or information in IBS as received from the factories and / or transport carriers to ensure Sales' questions are answered. Maintain and ensure the ongoing accuracy of information in IBS to be used by the factories. Review orders configured in YORKworks/SelNav as needed for details ad technical information and contact Marketing on behalf of customer to resolve YORKworks problems. Request revisions to orders as requested for specific technical changes required for manufacture of the units. Investigate and expedite factories to assist customer in resolving requests which may involve under / over shipments, defective material or mis-shipments, in transit damage, etc. Coordinate storage arrangements on customer's behalf when required. Coordinate handling and resolution of damaged cargo freight, including securing all necessary documentation from transport companies to assist the customer or corporate logistics in filing os damage claim. Issue refrigerant and lithium bromide PO's Initiate communications with customer to receive necessary documentation to coordinate arrangements for factory visits or customer witness of factory tests. Secure from factories and / or vendors and send to the customer any requested manuals, drawings, QC documentation, starter and / or motor specifications, etc necessary to fulfill customer requests or order requirements. In performing these tasks, the incumbent is expected to: Portray a positive attitude that can inspire confidence in the company and department, with both external and internal customers. Pursue opportunities and problems with a sense of urgency while having the ability to identify key issues and quickly resolve them. Adapt easily to changing circumstances, methods, and processes. Suggest changes to methods and processes and look for improved ways of accomplishing tasks. JOB PROFILE SUMMARY/REQUIREMENTS: Receives and processes moderately complex customer orders, inquiries and/or complaints covering items or products ordered. May maintain an ongoing relationship with selected customers and sales staff. Uses knowledge of products, product availability, sales territories, and individual customers to provide a key communications link to the customer. Responsible for working with customers where products or services are of a technical nature. University degree and 4 years suggested minimum experience, or 2 year degree and 6 years suggested minimum experience, or equivalent combination of education and experience.
