Technical Customer Service Representative
vor 4 Wochen
About this role: 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.
Key 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.Communicate any delays or extended lead times to clients immediately.Assist the business in achieving its sales goals (both revenue numbers and deadlines).Coordinate activities with many departments, including logistics, demand planning, technical support, product management and sales.Execute timely shipping arrangements with customers.Use Salesforce actively for communications, orders, and customer complaints.Investigate and resolve client issues.Commit to effective backorder management, following up on overdue orders.Resolve any backorder-related issues with internal and external stakeholders.
Notify the CS Manager of any difficulties in a timely manner.Engage with overseas internal factories to ensure seamless execution.Escalate complaint cases appropriately in Salesforce to L&D department, sales reps and management.Monitor the status of complaints and ensure they are resolved and closed in a timely manner.Ensure clear roles and responsibilities between functions to free up sales reps for more face time with customers.Increase solution-focused customer service.Cross-train team members.Backup other TCSR when they are not available.Performance Indicators: On-time delivery reportBackorder reportAging orders reportRevenue forecast reportSalesforce complaint cases reportGood cooperation, communication, and being a team player with all internal and external stakeholdersRequired skills: Relevant Customer Service experienceGood communication and interpersonal skillsPassionate about customer service with an excellent telephone mannerHigh level of integrity and able to work under stress with on-time deliverablesGood planning and prioritization skillsSelf-starter and independentGood attention to detail and proactive individualKnowledge of ERP's, Salesforce & MS Office beneficial.If you are interested in this role, please click the Apply now button.
Feel free to reach out for a confidential chat to Amy on . JCI's Diversity & Inclusion Our dedication to diversity and inclusion starts with our values.
We lead with integrity and purpose, focusing on the future and aligning with our customers' vision for success.
Our High-Performance Culture ensures that we have the best talent that is highly engaged and eager to innovate.
Our D&I mission elevates each employee's responsibility to contribute to our culture.
It's through these contributions that we'll drive the mindsets and behaviors we need to power our customers' missions.
You have the power.
You have the voice.
You have the culture in your hands.
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