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Honeywell Technology Solutions

Compare

3.8

based on 1.3k Reviews

Video summary

213 Honeywell Technology Solutions Jobs

Cust Exp Supervisor

Honeywell

3.8

based on 1.3k Reviews

3-7 years

Pune

1 vacancy

Cust Exp Supervisor

Honeywell Technology Solutions

posted 1d ago

Job Role Insights

Flexible timing

Key skills for the job

SAP CO Customer Service Oracle Medical Billing Customer Support Recruitment

+ 4 more

Job Description

Join a team recognized for leadership, innovation and diversity

1. Job Details

Honeywell Industrial Automation (IA) is a $11B enterprise, which provides comprehensive solutions, ranging from enabling process industry operations to enabling OEMs with our sensors, to making warehouses smarter and improving worker productivity. Collectively, we are innovating and creating value for customers by enhancing their safety, sustainability, resiliency and productivity.

The Supervisor Customer Experience (CX) is responsible for CX operations within a range of Global Business Enterprises (GBEs) and ensures excellent customer support in all areas of pre-sales activities, order processing, fulfilment, invoicing, digital transformation and driving innovation.

This role will report to the regional Customer Experience Leader and will lead an operating team of customer support specialists, equally being responsible to provide overall leadership, setting future strategy, driving transformation and continuing to grow and develop the capabilities to provide a world class support team for all the GBEs across IA.

2. Principal Responsibilities

Key Operational Responsibilities:

Organizes and co-ordinates the day-to-day business within the team, including resource planning

First escalation point for customer and business issues

Drives and manages KPI s through existing tools (e.g. SAP, SFDC, InContact) to support achievement of business goals and objectives

Assesses and controls order entry, order backlog, order fulfillment and billing and liaises with other departments (e.g. ISC, Finance, Sourcing) to ensure end to end resolution

Prioritization and processing of customer orders through ERP System SAP, liaising with customers and ISC to ensure effective production scheduling and satisfaction of customer request dates

General support of external sales organization in executing business related priorities

Ensuring business and other functional requirements are fed back into the Customer Service team and reflected accordingly in Customer Service processes

Continuously improves processes to collect feedback from customers (solicited and unsolicited), to share and use with GBE/Regional leadership and employees, to create an effortless customer experience.

Participates in the development of Customer Support systems roadmap to create solutions to reduce customer demand and drive to self-service across pre-sales, purchasing, order fulfilment

Adopts and reports on the vital and meaningful metrics to drive improvement across the customer experience (CSAT, ACSAT, NPS, CCR, CQI etc)

Leads & execute on key transformational projects for the customer support teams

Developing an MOS and Tier cadence in line with global and GBE expectations

Ensure adherence to company policies, standards and procedures, including integrity and

compliance, health, safety and environment, and business continuity (disaster/ emergency

Continuously drive AOS (Accelerator Operating System) philosophy

Drives strong customer-orientation and pro-active behavior within the team, managing and developing customer relationship to proactively develop excellent levels of customer service

People & Culture:

Leading a local team that operates at the regional level

Participates in the recruitment and selection process for hiring staff

Provides training to help new and existing employees build and maintain the skills they need to deliver on their part of the organization s customer experience strategy

Drive talent Strategy for the team in partnership with HR(PLI, VOE)

Lead employee engagement initiatives including Positive Employee Relations on site

Ensure a quality New Employee Orientation is deployed for all new hires

Ensures accurate setting of objectives for the team in alignment with the CX strategy and priorities (key performance indicators, individual development plans, Honeywell Performance Development etc)

Ensures accurate data maintenance in HR Direct (open requisitions, terminations, transfers)

Sets development plans (technical & behavioral) for his own reports, ensures succession planning.

Conducts annual performance assessment of direct reports, based on individual targets in HPD and Honeywell behaviors, including managing the disciplinary actions or termination initiation

Follows the implementation and compliance with internal regulations and rules of health and safety

Organizes department resources, based on organizations needs and legal provisions regarding

vacation planning, overtime, unpaid leave etc

Responsible for the implementation of HSE legal and corporate requirements

Requirements:

Bachelor s degree (or equivalent experience)

Min. 3 years experience in customer support in an industrial and international environment

Experience in leading a team of customer support specialists

Demonstrated process orientation understand how processes work, drive continuous process

improvement and implementation

Demonstrated Leadership Impact coaching, development, influencing

Strong analytical skills

Strong knowledge of various ERPs and CRMs

Excellent MS Excel skills and generally high level of MS Office (Word, Outlook, PowerPoint)

Skills:

High level of written and spoken communication

Flexible individual with a good level of intercultural sensitivity, able to adapt to a quickly changing

environment and champion change through driving continuous improvement

Growth-oriented mind-set

Ability to build strong internal and external relationships and networks in a virtual team environment

Strong team player with the ability to take ownership and follow-through

Demonstrated solution-oriented, pro-active can do attitude

Ability to build relationships and networks in a virtual team environment

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

WE VALUE

Significant experience applying best practices in Customer & Product Support
Excellent organization skills
An ability to train others
An ability to direct and motivate a team
Experience with SAP, Customer Portals, Oracle, Excel, integrated reporting systems

Employment Type: Full Time, Permanent

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What people at Honeywell Technology Solutions are saying

4.0

Rating based on 3 Supervisor reviews

Anonymous · Customer Success, Service & Operations in Bangalore / Bengaluru

Likes

Company have wider business network and flexibility in shifting to different process or project

Skill development - Good

+4 more

Dislikes

Compensation is not good compare to market for internally promoted employees and for same position they hire external with higher compensation but not for existing employees with any market correction.