Customer Support Coordinator

Johnson Controls • East Peoria, IL

3d • Hybrid

About The Position

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. Your next incredible opportunity is just a few clicks away! Under general supervision, coordinates Cash and collections. Employee safety statistics, track safety training, track and manage truck inventory counts, generate on-call schedules, assist with customer surveys, and follow up on connected system’s needs. Work with CRC to schedule customer service requests, from initiation to service completion, and maximize technical resource productivity and profitability by efficiently scheduling and dispatching Technicians with guidance from the Service and Technical Team Leaders. Generate and track customer orders, process shipments, track branch, and vehicle inventories, set up new customer accounts, and work with vendors on invoice and shipment issues. Partners effectively with the Service Team Manager to ensure technical service work is scheduled ahead of time and completed in a reasonable timeframe and to the customer’s expectations. Analyzes and assesses technical team performance and adjusts as needed to enhance customer satisfaction in a cost-effective manner.

Requirements

• High school diploma or equivalent.
• 2 years of administrative experience with a background in Sales, Operations, and/or Administration.
• Knowledge or experience with a CRM Tool such as SalesForce.com.
• Ability to analyze and solve problems with a high degree of accuracy.
• Must be able to assess issues quickly and provide solutions.
• Highly motivated self-starter with an eye for detail and excellent attendance/ability to work designated hours.
• Desire to learn and work independently with minimal supervision.
• Able to communicate effectively with all levels of end-users in a patient and friendly way to address questions/problems.
• Ability to multi-task and establish work priorities.
• Able to influence diverse teams to accomplish tasks/goals.
• Must have proficient computer skills in the following applications: Microsoft Word, Excel, PowerPoint, and Internet business application usage.

Nice To Haves

• College degree preferred.
• Experience in a call center environment preferred.

Responsibilities

• Coordinates Cash and collections.
• Tracks employee safety statistics.
• Tracks safety training.
• Manages truck inventory counts.
• Generates on-call schedules.
• Assists with customer surveys.
• Follows up on connected system’s needs.
• Works with CRC to schedule customer service requests from initiation to service completion.
• Maximizes technical resource productivity and profitability by efficiently scheduling and dispatching Technicians with guidance from the Service and Technical Team Leaders.
• Generates and tracks customer orders.
• Processes shipments.
• Tracks branch and vehicle inventories.
• Sets up new customer accounts.
• Works with vendors on invoice and shipment issues.
• Partners effectively with the Service Team Manager to ensure technical service work is scheduled ahead of time and completed in a reasonable timeframe and to the customer’s expectations.
• Analyzes and assesses technical team performance and adjusts as needed to enhance customer satisfaction in a cost-effective manner.
• Orders materials for Material Only SRs and updates SR to the proper status to move forward for invoicing.
• Orders parts for quoted jobs and SSVs on an as-needed basis.
• Updates the on-call list.
• Sends quotes to customers.
• Secures PO for deficiency quotes.
• Maintains Customer Bill to Account Information.
• Ensures Specialty tools have been returned.
• Performs AR and AP tasking as directed by the service leaders.
• Requests and sends out Certificates of Insurance (COI).
• Handles New Truck Creations.
• Closes Inventory Trunks.
• Performs Vendor Set-up.
• Manages Global Preferred Supplier List.
• Manages Fleet Uniforms.

Benefits

• Competitive hourly rates.
• Paid vacation, holidays, and sick time.
• Comprehensive benefits package, including 401K, medical, dental, and vision care – available from day one.
• Extensive product and on-the-job/cross-training opportunities, supported by our outstanding internal resources.
• Encouraging and collaborative team environment.
• Dedication to safety through our Zero Harm policy.
• Company vehicle, tools, and equipment provided to complete all jobs.
• Scheduling and management support.
• JCI Employee discount programs (The Loop by Perk Spot).

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED