Customer Support Coordinator

Johnson Controls • Raleigh, NC

1d • $22 - $26 • Onsite

About The Position

Under general supervision, the Customer Support Coordinator will provide scheduling and management support for 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. This role will work with the Customer Relations Coordinator (CRC) to schedule customer service requests from initiation to service completion, aiming to maximize technical resource productivity and profitability by efficiently scheduling and dispatching Technicians with guidance from the Service and Technical Team Leaders. The coordinator will also 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. This position 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. The role involves analyzing and assessing technical team performance and making adjustments 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.
• Requires travel to Roanoke, VA once a month.
• Knowledge or experience with a CRM Tool such as Siebel or 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.
• Proficient computer skills in Advanced Microsoft Word, Excel, PowerPoint, and Internet business application usage.

Nice To Haves

• Associate of Arts Degree or College degree preferred.
• Experience in a call center environment preferred.

Responsibilities

• Coordinates Cash and collections.
• Manages employee safety statistics, tracks safety training, and tracks and manages truck inventory counts.
• Generates on-call schedules and 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.
• Generates and tracks customer orders, processes shipments, and tracks branch and vehicle inventories.
• Sets up new customer accounts and works with vendors on invoice and shipment issues.
• Partners with the Service Team Manager to ensure technical service work is scheduled and completed to customer expectations.
• Analyzes and assesses technical team performance and adjusts as needed to enhance customer satisfaction.
• Orders parts for Material Only SRs and updates SR status for invoicing.
• Orders parts for quoted jobs and SSVs as delegated.
• Updates the on-call list.
• Tracks various reports, including Fire Alarm Inspection Papers.
• Sends quotes to customers and secures POs for deficiency quotes.
• Maintains Customer Bill to Account Information.
• Ensures Specialty tools have been returned.
• Performs AR and AP tasks as directed by service leaders.
• Requests and sends out Certificates of Insurance (COI).
• Manages new truck creations and closes inventory trunks.
• Handles vendor set-up and 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.
• 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