Lead Cust Exp Specialist (m/f/d)

Job purpose:

Responsible to ensure the successful fulfilment of all requests regarding the order processing and purchasing activities within the GCC department. Adherence to standard procedures and checks in daily activity to provide excellent customer experience.

Roles and responsibilities

SPECIFIC responsibilities - main activities:

Acts highly independent in daily activities

Proactive engagement in projects and process transitions within the department

Successful, timely accounting and lifecycle maintenance of all orders / contracts / projects in the Honeywell systems

Opportunities management

Prompt and correct issuing of invoices

Creating credit requests / documents

Responsible for updating customer accounts: submitting requests in SAP for customer creation/extension/ amendment:

Responsible for creating / extending materials in SAP operating system.

Follow-up on approvals for customer creation/extension/ amendment

Offers support to Dispute Team and C2C to resolve disputed invoices

Responsible for correct input in ERP: technical and commercial details, quantities, sales and acquisition price, terms and conditions of delivery (in accordance with Honeywell's general contracts);

Responsible for applying special price reductions for certain orders requested by the sales department in accordance with company policies

Tracking orders placed at the supplier and their delivery in time to the warehouse or to the final customer for direct deliveries, providing a quality service to customers, and collaborating with purchasing team while doing so.

Responsible for solving issues related to wrong delivery, delays, rejected product returns;

Creation of goods receipt using specific SAP transactions; Responsible for preparing the necessary documents to deliver the goods to the final customer

Responsible for keeping customer informed about delivery dates and delays and ensuring order confirmation is sent

Responsible for generating invoices, cancel invoices for returned goods and notifying customer and collection department

Responsible for regular reporting requested by the department manager Responsible for informing the customer within 24 hours about the order status based on the latest information received from the purchasing department/ factory

Tracking delivery dates requested by customers, in close connection with the purchasing department, by providing reports and obtaining 90% of deliveries on time;

Send regular reports to different groups: sales, finance, customers CP / S team support for process definition, testing and implementation

Providing the necessary professional support to the local departments regarding all necessary administration activities (if applicable)

Maintaining concise and clear communication with the local sales, operations and local assistance departmente (Regional administrators)

Perform Root Cause analysis in order to avoid recurrence of incidents and close any open Corrective Actions (RCCA)

Knowledge sharing within the cluster members

Maintain up to date a data base with country specifics

Successful integration of each new cluster member through specific process trainings

Adherence to global policies and processes

Respecting internal objectives; alignment within the guidelines of global policies and processes

Meet the goals of the department / team and the behavioral goals of Honeywell

Actively contributes to the continuous improvement of the department's performance: constantly identifies opportunities to improve both own and department activities (Kaizen ideas in accordance with the department's objectives) and by using coaching techniques

Participates in internal audits, third party, corporate, second party (clients, certification)

Supports the manager with ad-hoc tasks

The duties and responsibilities of workers in the field of safety and health at work and emergency situations - in confirmation with Annex A/B

Honeywell factories & 3rd Party Purchases

Return Logistics Issues

Inbound Issues

Purchase orders follow up

Expedite orders

Daily key performance indicators (KPIs)

Performing daily activities related to the areas of responsibility, according to the performance level established and regularly monitored by internal management tools (eg Tier / Weekly / Monthly )

Performance indicators, based on HPD goals

Achieving the performance objectives set by the manager through the HPD system

CX KPIs

Behaviors

Acts in accordance with Honeywell behaviors

Key behaviors in line with role & CX skill matrix

Qualifications/Experience/Knowledge

Education/Qualifications

Bachelor’s degree

Experience:

Preferred minimum 3 years experience in the Customer Services field, preferably with expertise in SAP

Preferred minimum 18 months experience in the Customer Services field for internal promotions

Experience working in a multidisciplinary team

Professional skills and knowledge:

Eager to learn and work in a changing and developing team

Customer-oriented and action-oriented

Self-motivated, with good communication skills

Team member with positive attitudes

Proven organizational and self-motivation skills

Ability to interact with a wide variety of customers in different countries

Interpersonal skills

Good verbal and written communication skills

Fluent in English

Any other European language skill is a plus (French, Italian, Spanish, Portuguese, Dutch, German)

Other skills and knowledge:

Understands how different the various specific functions of the organization are and correlates them with each other

Understands and is familiar with Honeywell values

Understands the importance of health and safety at work

Knowledge of ERP - SAP, SFDC

Ability to use Microsoft Office applications

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

Honeywell Technologies is a global, pure-play automation company with a legacy of innovating to help solve the world’s most mission-critical challenges, enhancing the quality of life for people and communities around the world. We serve the building, industrial and process sectors with a broad portfolio of services, solutions and products, underpinned by our Honeywell Technologies Accelerator operating system and Honeywell Technologies Forge intelligence layer. By combining the deep domain expertise of our more than 50,000 employees with decades of data from our global installed base, we are uniquely positioned to lead the industrial sector’s transition from automation to autonomy.