**Job Details**
By joining Johnson Controls, you’ll be part of a team that plays an essential role in helping to create a safe, comfortable, and sustainable world. As a globally diversified technology and multi-industrial leader serving a wide range of customers in more than 150 countries.
We are committed to helping our customers win and creating greater value for all our stakeholders in everything that we do.
**Main Responsibilities**
- Act as primary interface to the customer for all aspects related to the orders
- All tasks in his/her position are completed in a correct, timely, rapid and cost-efficient manner.
- Ensure issues are dealt with per the SLA and monitors issue escalation is managed appropriately
- Organize Monthly/Quarterly Service reviews with stakeholders to review service performance, incidents, KPIs, actions and propose improvements
- Oversee Order entry processes, call center capabilities and order management process
- Expertise in resolving disputes and claims raised by the customers
- The operational quality of the department is optimized.
- The operational capability of the department is warranted all the time.
- Daily tracking of customers request, operation rhythm and discipline and focus on achieving KPI’s targets
- Proactively look for ways to resolve existing or facing lack of operational quality extraordinary occurrences in the department.
- Oversee a large group of agents serving different level of product programs across the Business Unit
- Manage the business - Constantly review and analyze key business metrics; take note of concerning trends and proactively implement corrective action plans. Achieve the staffing plan and manage attrition.
- Driving Innovation/Improving Processes - Drive initiatives related to people, process, and technology to optimize the customer support experience end-to-end.
- Ambiguity and complexity
- Manage complex problems, decisions, and escalations
- The holder of the position is obligated to perform, in addition to the above described tasks, individual tasks assigned by his/her superiors, which are to be seen by their nature as part of his/her work area, or which arise out of necessity.
**What your background should look like**
**EXPERIENCE AND EDUCATIONAL REQUIREMENTS**:
- Bachelor’s degree
- Over 5 years of experience in Customer Service and/or Operations and excellence delivery **as Manager **, **managing multiple large teams for a **manufacturing **Company.
- Experience with logistics and export/import process a plus
- Basic/Working knowledge of Six Sigma tools and Lean techniques preferred
- **Availability to travel**
- This position requires presence in the office at least 50% or more.
- Strong commitment to exceptional customer experience, and a high level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional environment.
- **Excellent communication **(speaking-listening-writing) skills; ability to communicate in a variety of formats and venues in **English **and Spanish, attention to details, proactive self-starter.
- Ability to work successfully in a dynamic, ambiguous environment.
- Ability to meet tight deadlines and prioritize workloads.
- Ability to develop new ideas and creative solutions.
- Experience working in matrix organizations; influencing without authority.
- Global or multinational experience preferred; working with colleagues in different global regions.
- Advanced Excel skills.
Johnson Controls does not request pregnancy or HIV testing as a requirement for admission, permanence or promotion.