Customer Excellence Manager - Saltillo, México - Johnson Controls

Descripción

Job Details

By joining Johnson Controls, you'll be part of a team that plays an essential role in helping to create a safe, comfortable, and sustainable world.

As a globally diversified technology and multi-industrial leader serving a wide range of customers in more than 150 countries.

We are committed to helping our customers win and creating greater value for all our stakeholders in everything that we do.

Main Responsibilities

• Act as primary interface to the customer for all aspects related to the orders
• All tasks in his/her position are completed in a correct, timely, rapid and costefficient manner.
• Ensure issues are dealt with per the SLA and monitors issue escalation is managed appropriately
• Organize Monthly/Quarterly Service reviews with stakeholders to review service performance, incidents, KPIs, actions and propose improvements
• Oversee Order entry processes, call center capabilities and order management process
• Expertise in resolving disputes and claims raised by the customers
• The operational quality of the department is optimized.
• The operational capability of the department is warranted all the time.
• Daily tracking of customers request, operation rhythm and discipline and focus on achieving KPI's targets
• Proactively look for ways to resolve existing or facing lack of operational quality extraordinary occurrences in the department.
• Oversee a large group of agents serving different level of product programs across the Business Unit

• Manage the business

• Constantly review and analyze key business metrics; take note of concerning trends and proactively implement corrective action plans. Achieve the staffing plan and manage attrition.

• Driving Innovation/Improving Processes

• Drive initiatives related to people, process, and technology to optimize the customer support experience endtoend.
• Ambiguity and complexity
• Manage complex problems, decisions, and escalations
• The holder of the position is obligated to perform, in addition to the above described tasks, individual tasks assigned by his/her superiors, which are to be seen by their nature as part of his/her work area, or which arise out of necessity.

What your background should look like

EXPERIENCE AND EDUCATIONAL REQUIREMENTS:

• Bachelor's degree
• Over 5 years of experience in Customer Service and/or Operations and excellence delivery
  as Manager ,
  managing multiple large teams for a manufacturing **Company.
• Experience with logistics and export/import process a plus
• Basic/Working knowledge of Six Sigma tools and Lean techniques preferred

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Availability to travel

• This position requires presence in the office at least 50% or more.
• Strong commitment to exceptional customer experience, and a high level of dedication, enthusiasm, motivation, and persuasive ability in a team and crossfunctional environment.

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Excellent communication (speaking-listening-writing) skills; ability to communicate in a variety of formats and venues in
English and Spanish, attention to details, proactive self-starter.

• Ability to work successfully in a dynamic, ambiguous environment.
• Ability to meet tight deadlines and prioritize workloads.
• Ability to develop new ideas and creative solutions.
• Experience working in matrix organizations; influencing without authority.
• Global or multinational experience preferred; working with colleagues in different global regions.
• Advanced Excel skills.

Johnson Controls does not request pregnancy or HIV testing as a requirement for admission, permanence or promotion.