Senior Customer Experience Specialist with English (m/f/d)

As a Senior Customer Experience Specialist with English at Honeywell, in Katowice, you will be responsible for commercial and operational activities as part of the Order-To-Cash (OtC) 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 + 2 days work from home model.

Principal Responsibilities

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)

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.

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

• Acts as delegate & escalation point on low complexity cases on team leader’s/ manager’s request
• Supports end to end customer onboarding and operational training for new team members
• 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

Qualifications:

• High School Diploma required
• Business fluent in written and spoken English (plus additional European languages based on market destination)
• 2+ years Customer Support and/or equivalent in supply chain / order management / OtC 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, nice to have)

• 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
• 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

We offer :

• Competitive Salary regularly increased based on your performance
• Enjoy 25 vacation days per year, plus extra days off for life's special events
• We provide meal vouchers
• Flexible benefits basket with monthly budget allocated (top up medical insurance, life insurance, pension, vacation/ cultural/ fuel vouchers)
• Medical Insurance Plan paid by the company
• Christmas and Easter bonuses
• Recognition & referral bonus programs
• Comprehensive induction, ongoing training and development to set you up for success
• In-house and external learning platforms (Udemy) to continue to expand your skills
• 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
• In case of unfortunate events, we support you by offering you free days and financial support (handled on a case by case basis) or Family financial aids
• 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
• Your family is growing while working at Honeywell? We congratulate you by offering special bonuses
• Frequent Employee Engagement activities fostering an inclusive and diverse work environment

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!

#futureshaper