Job Description
We have an opportunity for a Sr Customer Experience Specialist to join us at Honeywell, in Katowice , where you will serve as the primary customer contact for an assigned portfolio of accounts. You will bring the customers, sales and business operations together.
The CX specialist is responsible for commercial and operational activities as part of the Order-To-Cash (OtC) process: i.e. validation and booking of customer orders, managing order changes, providing status updates, managing physical & financial claims with a strong alignment with all relevant internal functions as part of the end-to-end customer experience.
This is a hybrid role, 3 days at the office + 2 days work from home model.
Key responsibilities
- Timely gather all relevant info to accurately respond to all customer queries related to: product availability, stock levels, list prices where applicable (awareness of confidentiality constraints), lead times, minimum order quantity and/or value
- Validation and order entry of customer purchase orders within defined target and quality
- Ensures timely resolution of all potential roadblocks preventing order processing flowing seamlessly to fulfilment (price discrepancy, credit holds, material exclusion, etc)
- Act as an active interface between customer Integrated Supply Chain (ISC), Logistics, Transportation, Finance and Sales to meet customer expectations, improve the end to end cycle where possible as well as maximize revenue
- Communicates proactively with the customer, providing relevant information to potential delays, relevant status updates on open backlog
- Supports all customer disputes regarding standard return transactions, short shipments, and ensures fast resolution in collaboration with other internal departments
- Supports development and creation of functional training materials for the specific region Periodically reviews the SOPs to capture all relevant business requirements as well as users’ feedback and liaises with the relevant function for any improvement opportunity/process & customer update
Key skills and qualifications
- High School Diploma required
- Business fluent in written and spoken English (plus additional European languages based on market destination)
- 2+ years Customer Support and/or equivalent in supply chain / order management / OtC related experience
- Knowledge/experience with CRM/SAP and understanding CRM/ERP system business processes Intermediate level of MS office skills (Excel, Word, Outlook, PowerPoint)
We value
- Process documentation skills
- User level for SAP, SFDC or similar ERP/CRM tools
- Operational knowledge of SharePoint based tools,
- Experience with Customer tools/portals perceived as a plus
- Incoterms & special Trade and Compliance knowledge
- Financial understanding of the Order To Cash process including: VAT, billing, proforma requirements, credits
- 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
- Self-motivated with assertive communication skills, positive and result oriented attitude
- Well organized with good time management, result oriented
Our offer
- State-of-the-art office with parking, chill-out areas, bicycle stands, showers and probably the best coffee in town
- Fruits bowls and sports activities to support your health and well-being
- Daily paid break - 30 mins and flexible working hours
- 3 + 2 hybrid work arrangement to support your work-life balance
- Competitive Salary regularly increased based on your performance
- Flexible benefits basket with monthly budget allocated (medical insurance, life insurance, Multisport Card)
- Generali Insurance (Accident Insurance)
- Referrals bonuses for all open jobs and recognition programs
- Comprehensive induction, ongoing training and development to set you up for success
- In-house and external learning platforms supporting development opportunities
- Work experience opportunities to help you grow your career with us
- Global employee networks to help you connect and grow
- Employee Assistance Program - Free and confidential service to help with any difficulties regarding work, life and personal or family matters
- Access Integrity line - Any workplace issues or violations that need to be raised in good faith, can be communicated in a safe, private and confidential environment
- Frequent Employee Engagement activities supporting inclusive and diverse work environment Contribution to social benefits like x-mas benefit, holiday, engagement events from company social fund.
We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
Join us now and be part of a global team of thinkers, innovators, dreamers, and doers who make the things that make the future!
#TheFutureIsWhatWeMakeIt
#LiHybrid
About Us
Honeywell helps organizations solve the world's most complex challenges in automation, the future of aviation and energy transition. As a trusted partner, we provide actionable solutions and innovation through our Aerospace Technologies, Building Automation, Energy and Sustainability Solutions, and Industrial Automation business segments – powered by our Honeywell Forge software – that help make the world smarter, safer and more sustainable.
