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213 Honeywell Technology Solutions Jobs
CX OP Exc Professional
Honeywell Technology Solutions
posted 21hr ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
Join a team recognized for leadership, innovation and diversity
The Customer Experience OpEX Professional role ensures seamless execution of assigned large-scale projects, optimizing internal reporting mechanisms, and driving continuous improvement initiatives. By completing thorough testing of new tool enhancements, the Customer Experience OpEX Professional will ensure operational excellence and support the companys strategic objectives. This role is pivotal in fostering a culture of efficiency, innovation, and quality, driving improvements and eliminating no value added/waste activities ultimately contributing to the overall success and competitiveness of the organization.
Principal Responsibilities
Customer Experience OpEX Professional:
Execute large-scale projects such as SAP migrations and pricing initiatives
Ensure projects are delivered on time, within scope, and budget and other project requirements
Ensure thorough documentation and communication of project status, findings, and recommendations
Coordinate with cross-functional teams to ensure seamless execution of projects, such as E-billing and M2M digital tools
Provide strategic direction and oversight for MOS development and enhancements
Develop and maintain comprehensive internal reporting mechanisms
Conduct Root Cause Analysis (RCA) to identify issues and implement Corrective and Preventive Actions (CAPA).
Ensure all tools meet quality and performance standards before go live and throughout their life-cycle
Play an active role in the implementation and maintenance of the Accelerator Operating System
Pre-Order Entry:
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
Order Entry:
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 to customer specific requirements as well as internal stock availability
Set up, document and maintaining the order entry process for assigned customers
Backlog Management:
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
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 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
Claims management:
Supports all customer disputes regarding standard return transactions, short 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, special pricings and quotes
Acts within defined targets on all financial claims received from customer / Credit and Collection department by validating and performing financial corrections on disputed invoices and working with Dispute Resolution Team when applicable.
Continuous Improvement & Accelerator Operating System (HOS):
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.
Digital Transformation:
Supports customer onboarding and training on digital platforms
Ensures adherence to digital technologies that will support better customer experience, including self-serve and automation opportunities
Leads implementation and improvement of all AI initiatives aligned to customer experience strategy(GEN AI, Advisor GPT, KB360)
Transition support:
Getting familiar with existing documentation 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 and use
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 customer experience champion and leads BPS (best practice sharing) sessions within the team, as well as escalation point on complex cases
Owns and drives differentiated A customers relationship and improvement plans
Supports the tier meetings to monitor 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
Reports out to Supervisor and acts as a back-up for SV
Agents calls and cases evaluations
Must have: (Requirements)
Bachelor s degree
Business fluent in written and spoken English, other European languages represent a plus
5+ years Customer Support and/or equivalent in supply chain / order management / OtC related experience
0-2 years of experience with reporting, knowledge transfer and/or coaching experience
Strong knowledge/experience with CRM/ERP system business processes (SAP is required)
High level of MS office skills (Excel, Word, Outlook, PowerPoint, Teams)
We value: (Skills)
Process documentation skills
Analytical skills
Six sigma knowledge is a plus
Project mgmt. experience/knowledge is a plus
SME user level for SAP, SFDC, InContact and/or other CRM/ERP tools
Incoterms & special Trade and Compliance knowledge including applicability and exceptions
Financial understanding of the OTC 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 and time pressure, effective decision maker
Self-motivated with assertive communication skills, positive and result oriented attitude taking ownership of tasks assigned
Employment Type: Full Time, Permanent
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Flexible timing
Monday to Friday
No travel
Day Shift
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