Customer Service Representative New Freedom, PA

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Unless specifically stated otherwise this role isOn-Site at the location detailed in the job post.

Job Description

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.

RESPONSIBILITY LEVEL:

Serve as a single point of contact for Sales and Field Operations for North America Applied Equipment contracts from receipt of order to delivery of equipment providing proactive and supportive solutions via daily interaction with Sales and Field Operations Manufacturing Product Management Marketing Accounting and Logistics.

PRINCIPAL DUTIES:

Communicate with factories and field offices to ensure shipments are arranged per the customers requirements and to the customers satisfaction.
Monitor orders and expedites factories to prevent delays that would incur additional costs to either the customer or Johnson Controls for late delivery.
Work with sales to resolve order problems identified by contract engineering or factory order edit departments.
Follow-up on outstanding hold issues daily to clear as soon as possible and complete processing.
Issue special shipping instructions to manufacturing plants and third party suppliers.
Expedite and /or coordinate domestic trucking companies on deliveries to customers.
Coordinate input of answers or information in IBS comments as received from the factories and / or transport carriers to ensure field offices questions are answered.
Maintain and ensure the ongoing accuracy of information in IBS to be used by the factories.
Review orders configured in SelNav as needed for technical information and contact Marketing or Product Management on behalf of field offices to resolve SelNav problems.
Stock Chiller Processing
stock chiller is still available
and expedite receipt of customer purchase order within 24 hours when the same stock unit is required by two or more offices
master scheduler of sale so the unit is marked sold and removed from the stock list to prevent any duplicate orders
Quick ship / Rapid Ship / Express Ship
available options to the field per request
available production slots if many units are ordered
Any missing or incorrect documents or incorrect SelNav selections result in a Manufacturing Hold notice being sent to sales detailing the deficiencies.
is systematically sent.
includes details of the deficiency and any applicable information needed to correct it.
revisions to orders as requested for specific technical changes required to manufacture of the units.
Investigate and expedite factories to assist field offices in resolving requests which may involve under / over shipments defective material in transit damage etc.
Initiate communications with field offices to receive necessary documentation to coordinate arrangements for factory visits or Customer witness of factory tests.
Secure from factories and / or vendors and send to the field offices any requested manuals drawings QC documentation starter and / or motor specification etc. necessary to fulfill customer requests or order requirements.
Assist with outbound freight account reconciliation as needed.
Quote and approve expedited shipping options and FOB Destination pricing to field offices.
Demand place orders to manufacturing facilities as needed. Approve and release order revisions to the manufacturing facilities as needed.
Backup for Master Schedulers when out of office or on vacation.
In performing these tasks the incumbent is expected to:

Portray a positive attitude that can inspire confidence in the Company and Department with both external and internal customers.
Pursue opportunities and problems with a sense of urgency while having the ability to identify key issues and quickly resolve them.
Adapt easily to changing circumstances methods and processes. Suggest changes to methods and processes and look for improved ways of accomplishing tasks.