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Customer service representative

Saltillo, Coah
Johnson Controls
Publicada el 27 julio
Descripción

*job details*
*what are you going to do?
*

follow up transactions effectively to ensure that the agreed quantities of products are delivered to the customer as set out in the sales offer/order, at the agreed place and time.
*how you will do it?
*

*order processing*:

- order input in sap (different order types)
- 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 complaint and rma if required.
(salesforce/sap)
- send customer receipt confirmation of complaint
- follow up and coordinate internally on solution and corrective actions
- inform 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?
*

fluent english customer oriented with focus on details pc skills - ms office communication and interpersonal skills problem solving sap / sales forece knowledge is a plus.

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