Customer Support Supervisor
Build your best future with the Johnson Controls team
As a global leader in inquisitive, healthy, and sustainable buildings, our mission is to reimagine the performance of buildings to serve people, places and the planet. Join a winning team that enables you to build your best future! Our teams are uniquely positioned to support a multitude of industries across the globe. You will have the opportunity to develop yourself through substantial work projects and learning opportunities. We strive to provide our employees with an experience, focused on supporting their physical, financial, and emotional wellbeing. Become a member of the Johnson Controls family and thrive in an empowering company culture where your voice and ideas will be heard – your next great opportunity is just a few clicks away!
What we offer
Competitive wages
Paid vacation/holidays/sick time - 15 days of vacation first year
Comprehensive benefits package including 401K, medical, dental, and vision care - Available day one
Extensive product and on the job/cross training opportunities
Outstanding resources with encouraging and collaborative team environment
Dedication to safety through our Zero Harm policy
What you will do
As a Customer Support Supervisor, you will be in the office 3 days per week and 2 remote supporting the US, Canada, and Latin America and your hours will vary depending on what region you will be supporting. You will execute all administrative tasks relating to the Johnson Controls Fire Suppression parts and product and positively interact with customers both verbally and written.
Part of your day-to-day tasks include:
Supervise a team of 5-10 people
Handle escalated customer complaints
Create SOPs to maintain backlog at a healthy level
Maintain SLA of 30 day max for open cases
Keep backlog for both WM and SPH teams under 300 cases
Review and close disputes with collections team
Follow up and coordinate internal resolution to customer complaints
Handle RMA credits
Manage Metrics
Supervise cases in Salesforce.com
What you will need
Required
University degree or equivalent combination of education and experience
3 years of supervisory experience
Minimum of 2 years CRM experience with Salesforce.com, SAP and/or JD Edwards
Must demonstrate a customer service focus with a strong orientation for sensitivity and professionalism when handling customer calls, questions, and concerns.
Experience prioritizing and carrying out multiple assignments effectively and concurrently
Excellent problem-solving skills
Ability to demonstrate proactive behavior
Adept to working in a fast paced, team-oriented environment with quickly changing priorities
Exhibits active listening skills
Attention to detail
Strong computer skills including proficiency with Microsoft Office suite of products
Preferred :
Previous experience leading a remote team
#LI-Hybrid
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