Senior Customer Experience Specialist (m/f/d) - hybrid

The Senior Customer Experience Specialist has an important role to play as they serve as the primary customer contact for an assigned portfolio of accounts they bring the customers, sales and business operations together.

They are 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.

This is a hybrid role (3 days from the office and 2 days from home).

Honeywell Technology

We have been innovating for more than 100 years and now we’re creating what’s next. Our programs serve a global community and our hometowns too. We provide resources and financial support to causes around the world and encourage employee volunteerism. We are committed to the highest standard in everything we do!

• 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)
• 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
• Supports all customer disputes regarding standard return transactions, defective items, damaged shipments and ensures fast resolution in collaboration with other internal departments
• Highlights process deviations or exceptions, ensures best practice sharing and initiates process improvement opportunities where required

• Bachelor’s degree (or equivalent experience)
• Business fluent in written and spoken English
• 2+ years Customer Support experience
• Strong knowledge/experience with CRM/ERP system business processes
• High level of MS office skills (Excel, Word, Outlook, PowerPoint)
• Specialist user level for SAP, SFDC, InContact and/or other CRM/ERP tools, operational knowledge of SharePoint based tools

We offer:

• Competitive Salary regularly increased based on your performance
• Multisport Card, Medical Care, Life Insurance and Lunch Card
• Employee Assistance Program - Free and confidential service to help with any difficulties regarding work, life and personal or family matters
• In-house and external learning platforms (Udemy) with unlimited access to give you opportunities to develop

Equal opportunity statement

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!

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