Lead Customer Experience Specialist with Dutch (m/f/d)
Main responsibilities:
Booking & changes
• Processes a wide variety of maintenance related activities between Honeywell and customers: records, changes in the list of equipment or obligations covered by the contract (escalations), cancellations, re-registrations;
• RQB - reactive quoted: creation, re-creation, additions and deductions;
• Operates changes according to process requirements in various existing records
• Filters and signals the incomplete or wrong requests it receives, insists on quality observation (Obtain additional clarifications, missing documents / information where needed in time)
• Creating project structures, always taking into account the need for different cost allocations (including changes, creation of new activities, and the "finalized" technical setting), according with the documented customer requirements
• Processes changes in project structures or orders, depending on the requests received
•Reviews and updates/completes the necessary information for work orders in SMS, according to the process specifics and requests
• Handles customer configuration requests (creating, modifying, extending and creating links
• Fulfills the role of a "quality controller" in a constant and proactive way: filters and signals the incomplete or wrong requests it receives, insists on quality observation (Obtain additional clarifications, missing documents / information where needed)
Billing & credits
• Initiates, gets approvals (if necessary) and completes billing related to contracts, reactive quoted, projects (full or partial billing);
• Analyzes and takes the necessary steps to resolve disputes (credit issuance and reflow);
• Investigates and resolves the interface errors that may occur in the system, works to prevent them from occurring, and addresses root causes;
• Initiates, get approvals (if necessary) and completes billing activities related to T&M - time and materials repairs
Registration of requisitions
• Records and modifies internal purchase requests according to business requirements (direct and indirect purchase)
• Process standard parts requests and other associated tasks (changes in material settings, extensions, replacements)
• Process direct purchase requests as instructed by the project manager
Technical & reporting activities • Perform business reporting based on business requirements, following the required frequency;
• Performs client request processing in SAP, Compass or SMS;
• Performs troubleshooting reporting, processing, and troubleshooting according to business requirements;
• Correct registration of one's activities in the internal working system NEX/SFDC
• Can be involved in major transitions, working with the CPS team (SAP process specialists) for SAP development or ther internal programs.
Fulfillment the daily activities (individuals or team activities), as well as the annual projects, according to the established performance level
Continuous improvement/ HOS
•Responsible for kaizen process for the team
Contributes in an active way to the continuous improvement of department’s performance or company’s performance: identifies constantly the opportunities of improvement for own activity and department’s activities (Kaizen ideas in accordance with the objectives of the company) and through coaching techniques
•Participation to internal audit, third party, corporate, second party (clients, certification)
•Performs gemba walks/5S audits/SOS audits/LSW audits, identifies non conformities
Communication and reporting
Participates to all the meetings which are necessary for this position (daily Tier meetings level 1, or weekly/monthly meetings, etc.)
Health, security, environment, emergency situations- individual responsibilities
•Performs the activity in accordance with own experience, knowledge and work instructions of the role, in a specific manner in which no person is exposed to accidents or professional illnesses.
•prevents/ minimizes pollution of the environment
•Utilizes in a correct way equipments, tools, transportation vehicles or other work instruments
utilizes in a correct way the individual protection equipment
does not proceed to taking out of service, modification, changing or removing by own will the own security devices, especially in case of machines, equipments, tools, technical installations and buildings and to use in a proper manner this device.
•In case of fire emergency, informs direct manager, intervention team, firefighters and participates in extinguishing the fire.
•Immediately informs the manager about any work situation which has reason to consider it a threat to the safety and health of workers, as well as any deficiency of protection systems
informs the manager about the accidents suffered at work
participates at HSE trainings and to carry out related medical examinations
•cooperates, as long as it is necessary, with the employer and/or with the assigned workers, to enable the employer to ensure that the work environment and the working conditions are safe and without risks for their safety and health, in its field of activity
•In case of fire emergency/ accidental spilling/work accident, must inform the direct manager, intervention team/ firefighters/ the medical rescue team and participates actively in accordance with the specific responsibilities from the directives of intervention plans or the emergency team.
•to acquire and to respect the provisions of the legislation in the field of health and safety at work, environment and SU and their application
Main requirements:
• College graduate
• Minimum 1 year experience on Sr Customer
Experience Specialist role
• – main language
• English – secondary language
• Microsoft Office suite
• Strong communication skills (both written and verbal)
• Analytical and Problem-solving skills
• Team player
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!
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