*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)*enquiry 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.(required)- 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.