Lead Cust Exp Specialist (mfd)
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Job Summary
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 Honeywells 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 departments performance: constantly identifies opportunities to improve both own and department activities (Kaizen ideas in accordance with the departments 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
Bachelors 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
Qualifications
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
Required Experience:
IC
About Company
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 wit ... View more
