Customer Experience Lead (Order Management team )

Customer Experience Lead (Order Management team)

THE FUTURE IS WHAT WE MAKE IT.
Customer Experience Teamlead (Order Management)

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 have the opportunity to work with our talented and friendly team of professionals and be part of a global team of future shapers.

Join Us and Make an Impact.
Are you a skilled Senior Customer Experience Supervisor looking for an exciting new opportunity? Honeywell Aerospace in Kuala Lumpur, Malaysia is seeking a motivated and experienced Senior Customer Experience Supervisor to join our team.

As a Senior Customer Experience Supervisor at Honeywell, you will coordinate 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, 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:

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

Key Experience & Capabilities:

• Relevant Diploma or Degree with a minimum of 3 years working experience in order management and customer service.
• Proficient in SFDC and SAP (order management package), and MS Office applications.
• Excellent customer service skills – Attentiveness, empathy, patience, consistency, persuasion, immaculate telephone manners, and communication skills; excellent command of English (spoken & written).
• Knowledge of shipping incoterms, shipping methods, warehouse processes, transportation delivery, and customer pickup scheduling.
• Strong analytical thinking and high problem-solving skills.
• Effective team player with a high sense of urgency and responsibility, capable of working independently.
• Ability to speak a local dialect will be an added advantage.

About Us
The world is changing. And it’s a familiar story at Honeywell. Our $36 billion business was founded on a legacy of firsts spanning 130 years. We’re building a safer, smarter, and more sustainable world through our technology and software across each of our 930 sites globally.

Discover More
We’ve been innovating for more than 100 years and now we’re creating what’s next. Learn more at careers.honeywell.com/us/en/. If you believe what happens tomorrow is determined by what we do today, you’ll love working at Honeywell.
The future is what we make it. So, join us and let’s do this together.
Honeywell is an equal opportunity employer, and we support a diverse workforce. 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, religion, or veteran status. Aboriginal and Torres Strait Islander peoples are encouraged to apply.

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