Job Details

The Customer Support Coordinator will process parts orders and orders revisions to include price quotations, preparation, and follow-ups on purchase orders. In addition, this role will confirm shipment dates, advise service teams or customers of schedule dates and changes, and provide price and availability, as needed. Obtains approval from the service teams to ship items that are of limited quantity, assist in procuring part numbers and identifies bad part numbers, locates parts from districts and plants for priority orders if not in stock at parts center, review backlog order daily, and releases orders for shipping. Participates in driving productivity, profitability, and customer satisfaction for assigned customer(s) through the order life cycle. Partners with local market service teams to manage resources to meet contractual obligations. Provides accurate and prompt order management.

How you will do it

As a Parts Customer Service Representative, you will utilize manufacturing resource software to retrieve customer information, verifies inventory levels, processes purchase order, contacts customers on status of orders, negotiates with buyers if lead times not acceptable, work with purchasing agents on new parts, lead times and pricing.

• Receives service teams and customers' requests for parts ordering.
• Communicates lead times, pricing, and parts availability directly to service teams.
• Upon completion, reconciles all service parts requests daily.
• Coordinates material scheduling to align with technician schedule to the appropriate customer and service need.
• Ensures Technicians are provided daily updates on critical part needs.
• Maintains consistent communication with assigned Technicians.
• Follows up on activities to ensure completion in an established timeframe.
• Assists with creation of L&M quotations for aftermarket upgrades and material orders.
• Researches and follows up on backordered parts as needed for service teams.
• Ensures that all material and parts orders, activities and scheduling of tasks are kept up to date in NxGen.
• Facilitates administration of warranty claims for parts to include RMAs.
• Periodically performs duties of the CSA as overflow demands.
• Other duties and administrative activities as assigned.

What we look for

• 2-year degree or equivalent combination of education and experience. 4 Years suggested minimum experience.
• Must demonstrate the ability to perform work independently and demonstrate solid organizational and attention to detail skills.
• Must have strong interpersonal skills to effectively communicate with both internal and external clients.
• Must have the ability to simultaneously handle a large and diverse number of parts orders, tasks and issues with tact, cooperation, and persistence.
• Able to prioritize work activities based upon financial impact to desired business goals.
• Experience and/or basic project accounting or costing principles is desired.
• Able to influence diverse teams to accomplish tasks/goals.

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, sexual orientation, gender identity, status as a qualified individual with a disability or any other characteristic protected by law. To view more information about your equal opportunity and non-discrimination rights as a candidate, visit EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit here.