Johnson Controls

Customer Support Supervisor

Johnson Controls

full-time

Posted on:

Location Type: Hybrid

Location: Marinette • Texas, Wisconsin • 🇺🇸 United States

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Salary

💰 $73,000 - $91,000 per year

Job Level

Mid-LevelSenior

Tech Stack

SFDC

About the role

  • 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

Requirements

  • 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
Benefits
  • 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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
supervisory experienceCRM experienceSalesforce.comSAPJD Edwardsproblem-solvingattention to detailMicrosoft Office
Soft skills
customer service focussensitivityprofessionalismproactive behavioractive listeningability to prioritizeteam-orientedadaptability
Certifications
University degree