Senior Customer Experience Specialist

The Future Is What We Make It.

Senior Customer Experience Specialist

Bangsar, Malaysia

Start your career by making an impact and real connections with some of the most meaningful challenges around. When you join Honeywell, you become a member of our performance culture comprised of diverse leaders, thinkers, innovators, dreamers, and doers who are changing the future.

Make the Best You.

Working at Honeywell is not just creating incredible things. You will collaborate with top minds, grow through continuous learning, and benefit from an inclusive environment that rewards performance and celebrates achievements.

Join Us and Make an Impact.

As a Customer Experience Training Professional, your focus will be on a team of customer service representatives to ensure all customer needs and expectations are met. You will oversee the response 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, Product Managers, etc., to resolve customer issues. You will process orders including order entry, expediting orders, change orders, returns, monitoring order status, and resolving discrepancies. You will act as a change agent and look for ways to improve Customer Care processes.

Key Responsibilities

1. Deliver excellent customer service and manage the needs of our customers (internal and external) through our communication channels (phone and email).
2. Process all orders by entering them into the system, scheduling materials, monitoring delivery dates to meet OTTR, and providing status updates to customers/Sales personnel.
3. Promptly resolve customer service issues to the customer’s satisfaction per company procedures and standards.
4. Create and maintain customer accounts in the database (SAP).
5. Monitor daily order status and work with customers for order arrangements.
6. Liaise closely with Sales, Logistics & Material teams in driving action to satisfy customer order requirements & delivery performance.
7. Coordinate with internal teams to resolve customer issues, including sales & logistics-related complaints.
8. Be accountable for meeting individual KPIs and team goals.
9. Understand and deliver business strategies and improve customer services through the execution of self-service.
10. Continuously identify work process improvements.
11. Take ownership of issues and concerns of customers, including operational issues, pricing/invoice queries, etc.
12. Perform administrative duties, reports, and special projects associated with Customer Support.

Key Experience & Capabilities

1. Relevant Diploma or Degree with minimum 2 years working experience in Customer service or Support environment.
2. Knowledge in SAP (order management package) and Proficient in MS Office applications.
3. Customer service with order management experience.
4. Excellent customer service skills – attentiveness, empathy, patience, consistency, persuasion, immaculate telephone manners, and communication skills; excellent command of English (spoken & written).
5. Excellent personality traits; good attitude, enthusiastic, detail-oriented, responsible, trustworthy, ethical, and goal-focused.
6. Analytical thinking and high problem-solving skills.
7. Stress tolerance and ability to work in a pressured environment.
8. Effective team player, high level of sense of urgency and responsibility with the ability to work independently.
9. Ability to speak local dialect will be an added advantage.

Who We Are

The Future Is What We Make It at Honeywell. From sustainable aviation fuel and life-saving healthcare sensors to collaborating on every NASA space mission since the 1950s, over 100 years of innovation has always been driven by an investment in our people. Learn more about Honeywell: Honeywell Video.

Discover More

Our focus at Honeywell is innovation that drives business, improves the bottom line, and creates solutions for our customers and communities around the world. There’s a lot for you to discover. Our solutions, our case studies, our #Futureshapers, and so much more.

Honeywell is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status.

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If a disability prevents you from applying for a job through our website, e-mail accessibility@honeywell.com. No other requests will be acknowledged.

Additional Information

• JOB ID: HRD255593
• Category: Customer Experience
• Location: UOA Corporate Tower, Avenue 10, The Vertical, Bangsar South City, No. 8, Jalan Kerinchi, Kuala Lumpur, WILAYAH PERSEKUTUAN, 59200, Malaysia
• Nonexempt