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 Specialist, you will be in the office 2 days per week and 3 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

• Clear backlog of $1.5M in dispute cases

• 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

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