Sr Cust Exp Specialist
As a Sr Cust Exp Specialist here at Honeywell, you will play a vital role in ensuring exceptional customer interactions and driving customer satisfaction.
You will report directly to our Customer Experience Manager and you’ll work out of our San Luis Potosi, Mexico location on a Hybrid work schedule.
In this role, you will impact the company by serving as the primary customer contact for your assigned portfolio of accounts, ensuring all customer needs and expectations are met. You will respond to inbound customer calls and emails regarding order inquiries such as ship dates, problems, order changes, repairs, and RMAs. You will communicate with other departments such as Technical Support, Logistics, Manufacturing, Regional Sales Managers, and Product Managers to resolve customer issues. Additionally, you will process orders including order entry, expediting orders, change orders, returns, monitoring order status, and resolving discrepancies while acting as a change agent to improve Customer Care processes.
- Responsible for the complex analysis of errors in case of non-fulfillment of performance indicators, using specific methods (RCA / Corrective action) and implementing action plans to avoid recurrence
- Issue and analyze complex reporting requests upon request
- Act as project manager to ensure implementation of process improvement projects
- Ensure operational activity is done according to globally agreed processes and quality standards
- Ensure end-to-end customer onboarding and operational training for new team members, including digital onboarding
- Perform regular backlog management activities to address customer requirements versus past due, blocked, incomplete orders and invoices, including system updates to reflect all order changes
YOU MUST HAVE
- 2+ years customer service experience
- Customer support and/or equivalent experience in supply chain, order management, or Order to Cash (OtC) related fields
- Strong knowledge of Microsoft Office
- Experience working in a customer-facing role
- Knowledge of ERP systems
WE VALUE
- Bachelor's Degree
- Knowledge of principles and best practices in customer service
- Good team and communication skills
- Ability to take initiative and work with limited direction
- Ability to learn quickly
- Experience with SAP, Customer Portals, Oracle, Excel, integrated reporting systems