OTC Dialer Sr. Executive

3 weeks ago

Gurgaon, India Johnson Controls International Full time

At Johnson Controls, we are passionate about making a positive impact on the lives of people all over the world. How do we do this? By working together on holistic solutions for smarter buildings and cities today and tomorrow. By protecting people and the environment. By giving back in the communities we live in. By solving today’s challenges while constantly asking ‘what’s next?’ So, what’s next in your future?

Create your next opportunity and join us as a Collection Analyst (Dialer) to our Order to Cash department, Gurgaon, India.

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. Our 130,000 employees work to create intelligent buildings, efficient energy solutions, integrated infrastructure and next generation transportation systems that work seamlessly together to create smart cities and communities. 

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

What will you do?

Collections (Dialer) team helps to connect with customers to maximize the timely collection. They make it through an effective management of telephonic queries. This team works to keep AR past dues to minimum, through rigorous follow ups and reminders

  • Responsible to receive in-bound and make out-bound calls to connect with JCI customers
  • Obtain and evaluate all the relevant data to handle complaints and inquiries
  • Analyze customer behavior and set frequency of call penetration
  • Responsible for collection activities of all the active cusotmers for North America & Canada region
  • Manage Collection processes, provide early stage customer service and, where necessary, raise cases involving customer complaints
  • Following up complicated customer calls where required
  • Maintain automated call logs and proactively remind the customers of their account status
  • Support cusotmers sharing Invoice copies and SOA’s basis the requirement
  • Responsible for the continuous on call support for customers to fulfill their needs in making smooth payments
  • Maintain work efficiently and respond quickly to customer inquires
  • Recording details of comments, inquiries, complaints, and actions taken in JCI Collection Tool
  • Identifying, escalating priority issues, and reporting to the high-level management

How will you do it?

  • Communicating by phone with customers asking reason of payment delay and requesting them to pay
  • Order a list of all active customers, format, and make it ready for initiating calls
  • Always be proactive in fulfilling customer needs such as invoice copies, statement of accounts etc.
  • Ensure the agreed procedures are kept up to date and adhered diligently
  • Follow in-bound and out-bound call etiquettes and maintain utmost professionalism while customer conversations
  • Maintain call logs and collections notes for an efficient audit trial
  • Reconciling the relevant accounts to maintain overall health of the accounts
  • Coordinate with the Sales and other stakeholders to obtain necessary information which helps to clear the past dues
  • Review aged Past Dues / Unapplied Receipts and educate the customers what payments needs to be prioritized from their end
  • Fortnightly discussion on Internal AR Meeting
  • Coordinate month end closing process within given timelines
  • Achieve outbound calls targets on daily, weekly or monthly basis

What we look for?

  • Graduate / Postgraduate / Master’s Degree in any stream
  • Proficient in both verbal and written business communications
  • Excellent English level with clear American pronunciation
  • 4 - 5 Years of experience required in North America Collection process
  • Experience in North American process transition would be preferred
  • Systems knowledge in ERPs (Baan, Qolsys, Amer, Oracle & SAP) will be preferred
  • Proficiency in Collections Tools like Getpaid, Contact Tool, High Radius will be preferred
  • Excellent customer service, business communication, and follow-up skills, with the ability to work in a fast-paced team environment while meeting deadlines
  • Experience pulling and analyzing data from ERP and other systems
  • Working experience within a shared services environment is mandatory
  • Intermediate skills in Microsoft® Word, Excel, Outlook, and Internet navigation and research, including
    • Ability to utilize basic formulas
    • Utilize Pivot Tables and V-Lookups

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