Sr Customer Service Representative Agua Fria

Johnson Controls

About The Position

The Customer Service Analyst is responsible for managing the sales orders, shipments and backlog. This role supports decision-making by evaluating data, monitoring KPIs, and recommending process improvements within the customer service function.

Requirements

Bachelor’s degree in business administration, Business, Finance, or a related field.
2–4 years of experience in customer service, data analysis, or a related role.
Strong analytical and problem-solving skills.
Proficiency in Microsoft Excel (advanced level) and data visualization tools (e.g., Power BI).
Excellent written and verbal communication skills in English.
Ability to translate data into clear and actionable insights.
Strong attention to detail and organizational skills.

Nice To Haves

Familiarity with Lean, Six Sigma, or continuous improvement practices.
Experience in shared service environments.

Responsibilities

Manage the backlog, sales order set up, execute and monitor shipments
Identify and resolve root causes of customer issues and service gaps.
Develop reports, dashboards, and presentations for leadership and LATAM operational teams.
Monitor and track key performance indicators (KPIs) to ensure service level agreements (SLAs) are met.
Collaborate with customer service teams to improve workflows, processes, and service quality.
Provide recommendations for continuous improvement initiatives based on data insights.
Conduct root cause analysis to reduce recurring customer complaints.
Support the implementation of new tools, systems, or processes within customer support operations.
Perform quality assurance audits and provide feedback to agents and supervisors.
Assist in forecasting demand and workforce planning based on historical data trends.