Customer Service Advisor

Johnson Controls, Inc.; Great Yarmouth; On-site; GBP 25,000 - 32,000; Full time

Benefits offered by this job

Competitive salary

25 days holiday

Pension scheme

Life assurance

Employee Assistance Program

Employee referral scheme

Employee discounts

Cycle to Work

Product discounts

Training and development

Safety-driven culture

Job summary

Johnson Controls, Inc. is seeking a Customer Service Advisor to support customers through the full order lifecycle in an office-based, manufacturing setting.

You will work with Sales, Planning, Quality and other site functions to handle enquiries, orders and complaints, building strong customer relationships. The role emphasizes accurate order processing, timely communication, and collaboration across departments to improve the overall customer experience.

Qualifications

• Minimum of 2 years' experience in a Customer Service role.
• Excellent communication skills and ability to build customer relationships.
• Strong organisational skills and attention to detail.
• Experience using ERP and/or CRM systems.
• Good analytical and problem-solving abilities.
• Professional, proactive and customer-focused approach.
• Ability to work independently and as part of a team.
• Competent user of Microsoft Office applications.

Responsibilities

• Process customer sales orders accurately within agreed timescales using ERP.
• Issue order confirmations and monitor progress through delivery and invoicing.
• Liaise with Planning to optimise order fulfilment and provide updates.
• Manage customer interactions through CRM, ensuring timely responses.
• Provide clear, professional communication to customers at all times.
• Support regional Sales with account activities and relationship management.
• Administer customer complaints and coordinate resolutions with stakeholders.
• Collaborate with Quality, Planning and Operations to improve service.
• Build strong relationships with customers and colleagues across the business.
• Contribute to continuous improvement to enhance satisfaction and delivery.

Skills

Customer Service Experience

Communication

Organisation

ERP/CRM experience

Analytical thinking

Teamwork

MS Office

Job description

What You Will Do

As a Customer Service Advisor, you will play a key role in delivering an exceptional customer experience by supporting customers throughout the entire order lifecycle, from order receipt through to shipment and invoicing. Working closely with Sales, Planning, Quality and other site functions, you will ensure customer enquiries, orders and complaints are handled efficiently and professionally while building strong, lasting customer relationships. This is an office-based role within a collaborative and fast-paced manufacturing environment.

What We Offer

• Competitive salary
• 25 days holiday plus bank holidays
• Pension scheme
• Life assurance
• Employee Assistance Program
• Employee referral scheme
• Employee discounts
• Cycle to Work scheme
• Discounts on Johnson Controls products
• Training and career development opportunities
• Supportive, collaborative and safety-driven culture

How You Will Do It

• Process customer sales orders accurately and within agreed timescales using the ERP system.
• Issue order confirmations and proactively monitor order progress through to delivery and invoicing.
• Liaise with the Planning Team to optimise customer order fulfilment and communicate updates promptly.
• Manage customer interactions through the CRM system, ensuring enquiries are responded to within agreed service levels.
• Provide clear, professional and accurate communication to customers at all times.
• Support the regional Sales Team by assisting with customer relationship management and account activities.
• Administer customer complaints, supporting containment actions and coordinating resolution with internal stakeholders.
• Work closely with Quality, Planning, Operations and other departments to enhance the overall customer experience.
• Build and maintain strong working relationships with customers and colleagues across the wider business.
• Contribute to continuous improvement initiatives aimed at improving customer satisfaction and service delivery.

What We Are Looking For

Required

• Minimum of 2 years' experience in a Customer Service role.
• Excellent communication skills with the ability to build strong customer relationships.
• Strong organisational skills and attention to detail.
• Experience using ERP and/or CRM systems.
• Good analytical and problem-solving skills.
• Professional, proactive and customer-focused approach.
• Ability to work effectively both independently and as part of a team.
• Competent user of Microsoft Office applications.

Beneficial

• Previous customer service experience within a manufacturing environment.
• Experience managing customer complaints and resolution processes.
• Knowledge of order processing, production planning or supply chain operations.
• Experience working within a fast-paced industrial or engineering business.

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