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Customer Operations Associate


Job Summary

Johnson Controls
Milwaukee, WI
Other/Not Classified
Job Type
Full Time
Career Level
Experienced (Non-Manager)
Job Reference Code

Customer Operations Associate

About the Job

you will do

Under general supervision, coordinates all contract scheduling,
revenue forecasting, billings, collections, subcontract creation and resource
planning with guidance from the Team Leaders. Partners effectively with the
Operations Team Manager(s) to ensure financial commitments are met monthly,
quarterly and annually. Ensures work performed is in compliance with state,
local, federal, and legal requirements and operates with the highest of ethics
and all work is completed in a reasonable timeframe. Analyzes and assesses
operations agent team performance and makes adjustments as needed to enhance
operations performance in a cost effective manner. Develops relationships with
our subcontractors and customers to facilitate payables and receivables


you will do it

  1. Answers
    any customer/subcontractors inquiries and resolves or escalates customer
    issues, as appropriate.

  2. Upon
    completion, reconciles all contract close out activities monthly.

  3. Coordinates
    contract scheduling to align backlog to plan and forecast. Follows up on
    activities to ensure completion in an established timeframe (i.e. subcontract
    invoices, billing, material purchases, etc.). to meet monthly financial

  4. Assists
    with creation of billing schedules of values.

  5. Develops
    and maintains viable long-term relationships with customers and subcontractors.

  6. Participates
    in business review meetings by preparing and discussing critical contract
    information pertinent to current profitability status (i.e. AR disputes,
    slippage issues, un-booked change orders, billings). Researches and follows up
    on questions identified during monthly business review.

  7. Ensures
    that all customer contact information required to support customer satisfaction
    activities are entered in appropriate BE tools.

  8. Facilitates
    administration of warranty claims.

  9. Facilitates
    certified payroll reporting, OCIP/CCIP enrollments, and any other contractual
    requirements related to back office processes.

  10. Ensures
    that all BE standard tools, processes and programs are followed to optimize JCI
    profitability (i.e. Diversity spend initiatives, continuous improvement, and

  11. May
    guide and prioritize the activities of the Customer Operations Agent
    Assistants. Periodically performs duties of the Customer Operations Agent
    Assistant as overflow demands.

  12. Assist
    Team Leaders by providing weekly utilization reporting and analysis of contra dollars.

  13. Other
    duties and administrative activities as assigned. 

we look for


Associate’s degree preferred, high school diploma or equivalent
required, plus a minimum of two to five years of service industry experience
managing service operations and / or service scheduling. Must demonstrate the
ability to perform work independently and demonstrate solid organizational and
attention to detail skills. Must have strong interpersonal skills to
effectively communicate with both internal and external clients. Must have the
ability to simultaneously handle a large and diverse number of projects, tasks
and issues with tact, cooperation, and persistence. Able to prioritize work
activities based upon financial impact to desired business goals. Experience
and/or basic project accounting or costing principals is desired. Able to
influence diverse teams to accomplish tasks/goals. Must have proficient
computer skills within the following applications: Advanced Microsoft Word,
Excel, ACCESS, PowerPoint and Internet business application usage.


Johnson Controls is an equal employment opportunity and
affirmative action employer and all qualified applicants will receive
consideration for employment without regard to race, color, religion, sex,
national origin, age, protected veteran status, status as a qualified
individual with a disability, or any other characteristic protected by law. For
more information, please view EEO
is the Law
. If you are an individual with a disability and you require an
accommodation during the application process, please visit www.johnsoncontrols.com/tomorrowneedsyou.


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