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213 Honeywell Technology Solutions Jobs
Sr Cust Exp Specialist
Honeywell Technology Solutions
posted 1d ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
Join a team recognized for leadership, innovation and diversity
This role will report to the regional Customer Experience Supervisor/Senior Supervisor and 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 fulfillment activities, providing proactive updates to customers, managing physical & financial claims etc. with a strong alignment with all relevant internal functions as part of the end-to-end customer experience.
Principal Responsibilities
Pre-Order Entry
Timely gather all relevant info to accurately respond to all customer queries related to:
o 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)
Order Entry
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)
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 AOS 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, participates in current projects related to process improvements, task automation, process standardization and data update. Performs basic tasks and tests based on clear work instructions.
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
Supports implementation and improvement of all AI initiatives aligned to customer experience strategy(GEN AI, Advisor GPT, KB360)
Transition support
Getting familiar with existing documentation (Value Stream Maps, Standard Operational Procedures (SOPs ), Transition checklists, RASIC and other)
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
Participates in SAP, Salesforce, InContact and any other necessary system implementation.
Builds professional relationship with the counterparts and related functions.
Sharing the knowledge gathered during the Knowledge Transfer (KT) at sending site with the receiving team.
Process Maintenance and Training
Supports end to end customer onboarding
Ensures customer experience improvement by engaging with the Customer Satisfaction detractors and providing input for action plan
Supports building a knowledge base library with customer/process specifics
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
Must have: (Requirements)
Bachelor s degree
Business fluent in written and spoken English (additional if required)
2+ years Customer Support and/or equivalent in supply chain / order management / order to cash 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: (Skills)
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
Good 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
- JOB ID: HRD258878
- Category: Customer Experience
- Location: 56 & 57 Hadapsar Industrial Estate , Pune , MAHARASHTRA , 411013 , India
- Nonexempt
Employment Type: Full Time, Permanent
Read full job descriptionPrepare for Specialist roles with real interview advice
Top Honeywell Technology Solutions Specialist Interview Questions
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What people at Honeywell Technology Solutions are saying
Specialist salary at Honeywell Technology Solutions
reported by
3
employees
with 8-11
years exp.
₹6
L/yr - ₹7.2
L/yr
35%
less
than the average Specialist Salary in India
View more details
What Honeywell Technology Solutions employees are saying about work life
based on 1.3k employees
Flexible timing
Monday to Friday
No travel
Day Shift
Honeywell Technology Solutions Benefits
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