Johnson Controls, a global leader in thermal management, mission-critical building systems, energy efficiency, and decarbonization, helps customers use energy more productively, reduce carbon emissions, and operate with the precision and resilience required in rapidly expanding industries such as data centers, healthcare, pharmaceuticals, advanced manufacturing, and higher education.
For more than 140 years, Johnson Controls has delivered performance where it really matters. Backed by advanced technology, lifecycle services and an industry-leading field organization, we elevate customer performance, turn goals into real-world results and help move society forward.
About this opportunity:
The Technical Customer Service Representative (TCSR) is accountable for excellent customer service experience in the ANZ region. The TCSR will have frequent interactions with internal stakeholders such as sales and operational teams (factories) within the organisation. To provide the highest possible level of service, the TCSR will have to interact directly with clients and adhere to policies and procedures as instructed.
Responsibilities:
Acknowledge new orders and process them in a timely manner. Orders will include, but not limited to, spares, BTO’s, CCU’s and Licenses.
Issue quotes for spares as requested, including pricing and availability
Acknowledge and respond to enquiries in a timely manner
Maintain and commit to accurate Customer Requested Dates in the ERP system
Any delays or extended lead times must be communicated to clients immediately
Assist the business in achieving its sales goals (both revenue numbers and deadlines)
Coordination of activities with many departments, including logistics, demand planning, technical support, product management and sales
Execute timely shipping arrangements with customers
Active use of Salesforce for communications, orders, and customer complaints
Investigating and resolving client issues
Committed to effective backorder management, following up orders that are overdue
Resolve any backorder-related issues with internal and external stakeholders. Proactive in notifying the CS Manager of any difficulties in a timely way.
Actively engage with overseas internal factories to ensure seamless execution
Appropriate Salesforce escalation of complaint cases to L&D department, sales reps and management
Monitor the status of complaints and ensure that they are resolved and closed in a timely manner
Ensure clear roles and responsibilities between the functions and free up sales reps for more face time with customers
Increase solution-focused customer service
Cross training team members
Backup other TCSR when they are not available
What we are looking for:
Relevant Customer Service experience
Good communication and interpersonal skills
Passionate about customer service and excellent telephone manner
High level of integrity and able to work under stress with on-time deliverables
Good planning and prioritization skills
Self-starter and independent
Good attention to detail and proactive individual
Knowledge of ERP’s, Salesforce, and MS Office beneficial
Please note pre-employment checks – including reference checks, medical, criminal record check, and drug & alcohol testing – will form part of the eligibility process.
Only applicants who have a current right to work in Australia will be considered.
Johnson Controls International plc. 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, genetic information, 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/careers.
How to Apply:
Click on the APPLY button to submit your application in confidence.
