Sr Customer Experience Specialist
Honeywell Intelligrated
George Constantinescu,, Upground building, th floor (entrance A) District , Bucharest, BUCURESTI, Romania
5 zile în urmă

Design solutions to drive safe living and quality of life

The Customer Support Organization has animportant role to play as they serve as the primary customer contact for anassigned portfolio of accounts they bring the customers, sales and businessoperations together.

They are responsiblefor commercial and operational activities as part of the Order-To-Cash process : i.e. validation and booking of customer orders, managing order changes,providing status updates, managing physical & financial claims with astrong alignment with all relevant internal functions as part of the end-to-endcustomer experience.

PrincipalResponsibilities :

  • Timely gather all relevant info to accurately respond to all customer queries related to :
  • product availability,stock levels, list prices where applicable (awareness of confidentialityconstraints), lead times, minimum order quantity and / or value

  • Accurately and on time perform system updates : new customer set-up, customer amendment and change (including ship-to, bill-to, payer, direct / indirect customer etc.
  • based on information received from sales)

  • Validation and order entry of customer purchase orders within defined target
  • Ensures timely resolution of all potential roadblocks preventing order processing flowing seamlessly to fulfillment (price discrepancy, credit holds, material exclusion etc)
  • Covers order scheduling according customer specific requirements as well as internal stock availability
  • Act as an active interface between customer, ISC, Logistics, Transportation, Finance and Sales to meet customer expectations, improve the end to end cycle where possible as well as maximize revenue
  • Constantly facilitatesremoval / mitigation of roadblocks by proactively involving all parties tosolve any issues that might arise between order entry and invoicing
  • Supports all customer disputes regarding standard return transactions, defective items, damaged shipments and ensures fast resolution in collaboration with other internal departments
  • Ensures accurate reporting on any physical complaints as per the internal process and monitors closure in line with customer expectation
  • Applies HOS methodology, quality standards and process compliance in day to day activities
  • Highlights process deviations or exceptions, ensures best practice sharing and initiates process improvement opportunities where required

  • Bachelor’s degree (or equivalent experience)
  • Business fluent in written and spoken English, other European languages represent a plus
  • Experience working in a customer-facing role, preferably Customer Support in an international work environment

  • High level of customer orientation
  • Excellent written and spoken communication skills (phone, mail, email)
  • Ability to build relationships and networks in a virtual team environment
  • Strong team player with the ability to take ownership and follow-through
  • Flexible individual with a high level of intercultural sensitivity, able to adapt to a quickly changing environment and drive continuous improvement
  • Demonstrated solution-oriented, pro-active can do attitude, Willingness and ability to work under own initiative
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