Customer Experience Reporting Professional
Honeywell
3 George Constantinescu,, Upground building, 5th floor (entrance A) District 2, Bucharest, BUCURESTI, 020339, Romania
5 zile în urmă

Join a team recognized for leadership, innovation and diversity

Job purpose :

The focus will be on the development and monitoring of the data quality metrics and on ensuring business data and reporting needs of the company and of the customer are met.

A key element of this job will be to work with development and IT teams to improve / automate internal and external reporting.

Reporting will be done to all our value chain stakeholders of Business, Sales, ISC, Finance, Operations Partners and GCC.

Roles and responsibilities

SPECIFIC Responsibilities

Main activities

  • Drive customer satisfaction in service delivery and support Customer Experience towards achieving and sustaining operational and process excellence through continuous improvements, automation, analytics & robotics and help achieve operational and business metrics defined
  • Apply knowledge of technologies, applications, methodologies, processes and tools to support the customer or project
  • Design and develop (with IT support) software systems to meet customers and stakeholder requirements. End-to-end from analysis, design, implementation, quality assurance, to delivery and maintenance of the product or system or for a specific phase of the lifecycle
  • Supporting all the changes in the Customer Experience reporting
  • Supporting Customer Experience for complex work as level 1 support team
  • Ensuring support for delivery for all complex process related issues as per the defined support model reporting and data analysis
  • Transformation working with internal teams (IT, developers, project managers) to drive & support transformation & automation initiatives
  • Working with Excellence team to drive process efficiency initiatives
  • Ensure deliverables meet requirements and establish acceptance criteria around quality and performance
  • Acquire and maintain appropriate certifications
  • Delivering high quality services in order to meet / exceed stakeholders and customers’ expectations
  • Identifying best approaches for the day to day operations in order to continuously improve the activity
  • Monitoring key deliverables and provide visibility to clients and internal stakeholders
  • Updating oneself with changes in the process flow or in the company and / or policies on a regular basis
  • Establishing a good communication with Honeywell's sales department, Honeywell subsidiaries / entities through specific channels (direct interaction, teleconferences, skype calls, e-mail, etc.
  • proving professionalism and expertise

  • Demonstrate the value of central common processes by driving tool based disciplined walkthroughs
  • GENERIC Responsibilities

    Individual

  • Fulfillment of the daily activities (individual or team activities), as well as the annual projects, according to the established performance level and goals
  • Continuous improvement / HOS

  • Contributes in an active way to the continuous improvement of department’s performance or company’s performance : identifies constantly the opportunities of improvement for own activity and department’s activities (Kaizen ideas in accordance with the objectives of the company) and through coaching techniques
  • Drives improvement of NPS and eNPS
  • Participation to internal audit, third party, corporate, second party (customers, certification)
  • Performs Gemba walks / 5S audits / SOS audits / LSW audits, identifies non-conformities
  • Supports manager with ad-hoc tasks
  • Communication and reporting

  • Uses LSW daily and revises its content on a quarterly basis
  • Participates to all the meetings which are necessary for this position (daily Tier meetings level 1,2,3 or 4, or weekly / monthly meetings, etc.)
  • Centralizes monthly data regarding department planning and achievements
  • Measure and reports daily department performance
  • Working relationships

    Internally, in Honeywell and externally, with customers, suppliers, authorities etc)

  • Work closely with all relevant departments including sales, procurement, operations and supply chain to ensure standard, effective and efficient processes
  • Has a polite and professional attitude towards colleagues, customers and all other persons from inside our outside the company that he interacts with
  • Qualifications / Experience / Knowledge

    Education / Qualifications

  • University graduation. Post-graduation would be a plus
  • Experience

  • Potential candidate should be familiar with SQL, databases (and databases migrations), also preferably experience in a Customer Services environment, preferably with order management expertise
  • Experience working in a multi discipline team
  • History of building strong partnerships with IT and key stakeholders
  • Professional skills and knowledge

  • Eager to learn and work in a changing and fast growing environment
  • Customer and action oriented
  • Problem Analysis and problem solving skills
  • Strong Planning capacity
  • Self-motivated with good communication skills
  • Strong team player with positive outlook
  • Proven organizational and self-motivation abilities
  • Ability to interact with a wide variety of customers in various countries
  • Oral & written communication at all levels, English Fluent
  • MS Office package required (especially excel)
  • Knowledge of SAP, Siebel, SQLwould be a plus
  • Other skills and knowledge

  • Understands how different functions within his / her own organization interrelate to each other
  • Understands and is familiar with the Honeywell values
  • Understands the importance of health and safety in the workplace
  • Experience in requirements gathering, requirements management and gap analysis
  • Proven analytical background
  • Synthesis capacity
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