Job Description

We have an opportunity for a Lead Customer Experience Specialist to join us at Honeywell, in Katowice, where you will you will be the primary customer contact for an assigned portfolio of accounts they bring the customers, sales and business operations together. The Lead Customer Experience Specialist will be responsible for 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 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 and 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
• 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)
• Other customer special requirements related to GBE/market
• Validation and order entry of customer purchase orders within defined target
• Ensures timely resolution of all potential roadblocks preventing order processing flowing seamlessly to fulfilment (price discrepancy, credit holds, material exclusion etc)
• Covers order scheduling according customer specific requirements as well as internal stock availability
• Set up, document and maintaining the order entry process for assigned customers
• 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 facilitates removal / mitigation of roadblocks by proactively involving all parties to solve any issues that might arise between order entry and invoicing.
• Communicates proactively with the customer, providing relevant information to potential delays, relevant status updates on open backlog
• Performs regular backlog management activities and reporting to address customer requirements vs past due, blocked, incomplete orders and invoices, including system updates to reflect all order changes
• Supports revenue maximization activities (pull-in’s, drop ship, expedite requests) and partners with the demand & forecasting teams to ensure a smooth end of month/quarter closure activities
• 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
• Ensures accurate processing of performance rebates for all major distribution and platinum accounts
• Acts within defined targets on all financial claims received from customer / Credit and Collection department by validating and performing financial corrections on disputed invoices
• 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
• Based on business requirements, leads CX support of current projects related to process improvements, task automation, process standardization and data update. Provides inputs and serves as a POC for UAT when needed.
• Getting familiar and managing the existing documentation as well as keeping it up to date (Value Stream Maps, SOPs, Transition checklists, RASIC and other). Identification of blind spots and potential risks.
• Supports Supervisor in transition planning which includes i.e. preparation of the KT agenda, introduction to transition team and to the sending site, participation in regular catch up calls.
• Actively takes part in shadowing during the visit at the sending site – reviews the documentation and compares it with the tasks that are being done, gathers customers specific requirements, identifies backlog
• Identification of ERP system/version used at the sending site and its initial analysis. Takes part in ERP migration – where applicable.
• Supports SAP, Salesforce, InContact and any other necessary system implementation.
• Builds professional relationship with the counterparts and related functions.
• Sharing the knowledge gathered during the KT at sending site with the receiving team.
• Transformational Projects, Process maintenance, Training & Audit
• Ensures end to end customer onboarding and operational training for new team members
• Acts as a SME in relation to all users & stakeholders for the respective region
• Acts as delegate & escalation point on complex cases on supervisors’ request
• Supports the quality auditing process for the team, identifying root causes, proposing corrective actions and following through implementation
• Supports the tier meetings ensuring progress across multi-functional areas
• Represents CS in transformational projects, ensuring all operational & business inputs are captured in the newly developed processes and procedures. Supports communication and management of change.
• Drives process and customer improvement opportunities across teams using advanced analytics capabilities and ensures relevant changes are implemented/monitored

Key skills and qualifications

• High School Diploma required
• Business fluent in written and spoken English (plus additional European languages based on market destination)
• 5+ years Customer Support and/or equivalent in supply chain / order management / OtC related experience
• Strong knowledge/experience with CRM/ERP system business processes
• High level of MS office skills (Excel, Word, Outlook, PowerPoint)

We value

• Process documentation skills
• Six sigma knowledge is a plus
• Specialist user level for SAP, SFDC, InContact and/or other CRM/ERP tools
• Experience with Customer tools/portals perceived as a plus
• Incoterms & special Trade and Compliance knowledge including applicability and exceptions is a plus
• Financial understanding of the OTC process is a plus
• 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 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.

Join us nowand be part of a global team of thinkers, innovators, dreamers, and doers who make the things that make the future!

#TheFutureIsWhatWeMakeIt

#LiHybrid

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.

Honeywell Technologies is a global, pure-play automation company with a legacy of innovating to help solve the world’s most mission-critical challenges, enhancing the quality of life for people and communities around the world. We serve the building, industrial and process sectors with a broad portfolio of services, solutions and products, underpinned by our Honeywell Technologies Accelerator operating system and Honeywell Technologies Forge intelligence layer. By combining the deep domain expertise of our more than 50,000 employees with decades of data from our global installed base, we are uniquely positioned to lead the industrial sector’s transition from automation to autonomy.