About the role
Job Summary
The Customer Service Analyst is responsible for managing the sales orders, shipments and backlog. This role supports decision-making by evaluating data, monitoring KPIs, and recommending process improvements within the customer service function.
Key Responsibilities
- Manage the backlog, sales order set up, execute and monitor shipments
- Identify and resolve root causes of customer issues and service gaps.
- Develop reports, dashboards, and presentations for leadership and LATAM operational teams.
- Monitor and track key performance indicators (KPIs) to ensure service level agreements (SLAs) are met.
- Collaborate with customer service teams to improve workflows, processes, and service quality.
- Provide recommendations for continuous improvement initiatives based on data insights.
- Conduct root cause analysis to reduce recurring customer complaints.
- Support the implementation of new tools, systems, or processes within customer support operations.
- Perform quality assurance audits and provide feedback to agents and supervisors.
- Assist in forecasting demand and workforce planning based on historical data trends.
Qualifications & Requirements
- Bachelor’s degree in business administration, Business, Finance, or a related field.
- 2–4 years of experience in customer service, data analysis, or a related role.
- Strong analytical and problem-solving skills.
- Proficiency in Microsoft Excel (advanced level) and data visualization tools (e.g., Power BI).
- Excellent written and verbal communication skills in English.
- Ability to translate data into clear and actionable insights.
- Strong attention to detail and organizational skills.
Preferred Skills
- Familiarity with Lean, Six Sigma, or continuous improvement practices.
- Experience in shared service environments.
Key Competencies
- Data-driven decision-making
- Critical thinking
- Attention to detail
- Collaboration and teamwork
- Results-oriented mindset
- Adaptability and initiative
Aplyr's read
Johnson Controls excels in optimizing building efficiencies, attracting engineers and technicians focused on innovative solutions in HVAC and security systems.
What's promising
- •Strong focus on energy efficiency aligns with global sustainability trends.
- •Diverse roles in engineering and technical fields offer career growth.
- •Global presence provides opportunities for international work experience.
What to watch
- •Complex organizational structure may slow decision-making processes.
- •Highly competitive industry with constant technological advancements.
- •Limited public information about employee satisfaction and work-life balance.
Why Johnson Controls
- •Pioneers in integrating smart technology for building management.
- •Offers specialized roles in HVAC and security systems engineering.
- •Strong commitment to sustainability through innovative building solutions.
Aplyr’s read is generated by AI from public sources. Was it useful?
About Johnson Controls
Johnson Controls is a global leader in building technologies and solutions, providing products and services that optimize energy and operational efficiencies of buildings.
