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  • Marinette, WI 54143

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Customer Relations Coordinator

Johnson Controls • Marinette, WI

Posted 29 days ago

Job Snapshot

Full-Time
Experience - 7 to 10 years
Degree - High School
Other Great Industries
Customer Service

Job Description

What you will do
The Customer Relations Coordinator is responsible for customer support and all aspects of call center management include handling inbound calls, responding to sales team inquiries, handling escalated calls and working with branch personal to ensure material is shipped based on customers’ requests.
  • Respond 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.
  • Make required 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 received by fax, phone or email by utilizing SAP/JDE/Salesforce.
  • Research customer issues and prepare necessary paperwork to correct the problem.
  • Monitor and follow up on current and past due orders to provide accurate and timely responses to the customers.
  • Manage 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. 
  • Resolve 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.
  • Maintain records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken in SalesForce.Com.
  • Collaborate 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.
  • Create commercial invoices for various countries to ensure error free shipments
How you will do it
  • Must be highly organized and detail oriented.
  • Must be an active communicator and possess the ability to take initiative and work independently while maintaining a high degree of self-motivation. 
  • Must be highly organized and detail oriented and an active communicator and processes the 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 are essential traits for this position.
  • Must have excellent verbal and written communication skills as well as excellent interpersonal skills. 

Job Requirements

What we look for
Required
  • High school diploma or equivalent.
  • 7 to 10 years of prior experience in high velocity Customer Service or sales support role or a minimum of 10 years related experience with a high school diploma. 
  • Experience with related products is helpful but not required to perform the essential responsibilities of the position. 
  • Must have computer experience with Microsoft Office including Word, Excel, and Outlook. 
  • SAP/JDE experience preferred but not required.
  • Able to navigate the internet for online based data and tech support. 
  • Telephone and organizational skills as well as ability to handle high stress situations are necessary.
  • Must also be capable of dealing with highly confidential information, especially when dealing with customer pricing.
Preferred
  • Bachelor’s Degree preferred.
Johnson Controls 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, 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 www.johnsoncontrols.com/tomorrowneedsyou

Job ID: WD30069359107
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