Lead Cust Exp Specialist (North America Schedule) at Honeywell

Bucharest, , Romania -

Full Time

Start Date

Immediate

Expiry Date

24 Aug, 26

Salary

0.0

Posted On

26 May, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, SAP, MS Office, RMA Processing, Case Management, Salesforce, KPI Management, SLA Management, Coaching, Process Improvement, SharePoint, Conflict Management, English Fluency, Account Management, Data Input, Technical Support

Industry

Automation Machinery Manufacturing

Description

Provides support for numerous customers. Initiates and receives direct customer contact on repairs, spare parts orders, and advanced services. Provide administrative support for our customers and management using SAP, MS Office, and phone system. Must possess a thorough understanding of customer requirements for support as well as the customer's priorities. Responsibilities: * Take full and complete ownership for all Customer Service Support to provide and maintain customer satisfaction. * Issuing RMA’s for product failure following the company’s guidelines for warranty/non-warranty repairs * Work as a team on a call center, group email box and online portal to issue RMAs as accurately and expeditiously as possible * Determine when appropriate to escalate customer concerns to management. * Assist customers and sales representatives with any request/inquiry or complaint through the system to resolution. * Administrate/Expedite notifications, orders, monitor through to completion. * Keep Supervisor/RMA individual contributor/Coach and District/Regional Service Managers apprised of potential problems. * Function as backup for other functions in the team when required. * Pass on sales opportunities to field. * Answer department 1-800 line for customer inquiries or requests for new repairs and/or orders. * System search for customer application when part number is not known. * Work closely with depots and other departments to ensure repairs and orders are processed in a timely manner. * Attend additional department training as required by the Supervisor and/or Business Analyst. * Complete understanding and direct involvement in meeting the department metrics. * Must follow all state, local, and federal laws and regulations, as well as embrace Intermec core values and initiatives. * Must remain aware of regulatory responsibilities and remain current in technical areas • Contribute to the continuous process improvement initiative * Response time to requests, calls, or emails received from customers; • Chronological case management of Sales-Force; * Correct management of escalations; Fxx Ed 1 * Resolving tickets in the agreed time * Managing weekly / monthly tasks * Performing day-to-day (individual or team) activities as well as annual projects at a defined level of performance * In charge of gathering team feedback for owned process in order to address any gaps and opportunities to streamline and improve it. * Periodically reviewing the SOPs to ensure they are up to date and include all relevant business requirements. * Active participation in the development of the functional training materials for own process including assessment materials. Acting as 1st option as coach for owned process for all new hires in the team until they become fully autonomous (up to six months). Constantly offering operational support on the floor for the processes under own responsibility. * Proposing the audit criteria for the owned process, performing audit as required as per the internal QA procedures and Team Leader's assignment * Strong SOP knowledge for customer service activities * Thorough comprehension of the business process and their impact on customer relation * In depth knowledge of all customer exceptions and special procedures * Constantly facilitates removal / mitigation of roadblocks by proactively involving all parties to solve any issues that might arise between customer service/customer/repair depots * Process service credit/rebills • Handle Certified Service Centers relation * Handle third party (KTC/Iqor) service center requests/provide solutions/feedback * Timely deliver relevant status updates reports to customers * Provides recurrent/on request reports * Takes proactive actions toward maintaining KPI’s SLA’s * Acts as a back-up mediator for team members and dispute/conflict management Qualifications : •BA degree or equivalent experience • Advanced MS Office skills for Outlook, Skype, Word • Intermediate MS Office Skills for PowerPoint, Excel • Advanced user level for: Honeywell CPS • 3rd party tools as needed (Ariba, MavenLink, etc) • Operational knowledge of SharePoint based tools & trackers: Disputes, Customer master • Good interpersonal and communication skills • Fluency in English (written and spoken) • Strong work ethics, integrity, accountability, honesty and positive attitude. • Proactive business account management experience, preferred • Experience working in a multi discipline, multi-cultural & remote team • Experience in at least one transition project • Relevant experience in a similar position of customer support and data input (preferably SAP / CRM experience); • Experience with Knowledge Management best practices • Proactive thinker and team player • Structured and process minded, strong coaching and communication skills • Obsessed with customer and quality • Able to multi-task, prioritize and work independently as well as in a team environment • Self-motivated with excellent assertive communication skills, positive and result oriented attitude • Operational knowledge of SharePoint based tools & trackers: SEL;OBF, Disputes, Customer master • Ability to present information clearly and concisely, in verbal and written forms and to communicate comfortably with diverse audiences at all levels of the organization 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 * 3 + 2 hybrid work arrangement to support your work-life balance * Flexible working hours * Fresh fruit days in the office 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! #TheFutureIsWhatWeMakeIt #FutureShaper #LI-Hybrid Honeywell helps organizations solve the world's most complex challenges in automation, the future of aviation and energy transition. As a trusted partner, we provide actionable solutions and innovation through our Aerospace Technologies, Building Automation, Energy and Sustainability Solutions, and Industrial Automation business segments – powered by our Honeywell Forge software – that help make the world smarter, safer and more sustainable.

Responsibilities

The role involves managing end-to-end customer service support, including issuing RMAs, handling repairs, and coordinating with depots to ensure timely order completion. Additionally, the specialist acts as a coach for new hires and drives continuous process improvement for customer service workflows.