Join a team recognized for leadership, innovation and diversity

1.             Job Details

Honeywell Industrial Automation (IA) is a $11B enterprise, which provides comprehensive solutions, ranging from enabling process industry operations to enabling OEMs with our sensors, to making warehouses smarter and improving worker productivity. Collectively, we are innovating and creating value for customers by enhancing their safety, sustainability, resiliency and productivity.

The Supervisor Customer Experience (CX) is responsible for CX operations within a range of Global Business Enterprises (GBEs) and ensures excellent customer support in all areas of pre-sales activities, order processing, fulfilment, invoicing, digital transformation and driving innovation.

This role will report to the regional Customer Experience Leader and will lead an operating team of customer support specialists, equally being responsible to provide overall leadership, setting future strategy, driving transformation and continuing to grow and develop the capabilities to provide a world class support team for all the GBEs across IA. 

2.       Principal Responsibilities 

Key Operational Responsibilities:

•            Organizes and co-ordinates the day-to-day business within the team, including resource planning

•            First escalation point for customer and business issues

•            Drives and manages KPI’s through existing tools (e.g. SAP, SFDC, InContact) to support achievement of business goals and objectives

•            Assesses and controls order entry, order backlog, order fulfillment and billing and liaises with other departments (e.g. ISC, Finance, Sourcing) to ensure end to end resolution

•            Prioritization and processing of customer orders through ERP System SAP, liaising with customers and ISC to ensure effective production scheduling and satisfaction of customer request dates

•            General support of external sales organization in executing business related priorities

•            Ensuring business and other functional requirements are fed back into the Customer Service team and reflected accordingly in Customer Service processes

•            Continuously improves processes to collect feedback from customers (solicited and unsolicited), to share and use with GBE/Regional leadership and employees, to create an effortless customer experience.

•            Participates in the development of Customer Support systems roadmap to create solutions to reduce customer demand and drive to self-service across pre-sales, purchasing, order fulfilment

•            Adopts and reports on the vital and meaningful metrics to drive improvement across the customer experience (CSAT, ACSAT, NPS, CCR, CQI etc)

•            Leads & execute on key transformational projects for the customer support teams

•            Developing an MOS and Tier cadence in line with global and GBE expectations

•            Ensure adherence to company policies, standards and procedures, including integrity and

compliance, health, safety and environment, and business continuity (disaster/ emergency

•            Continuously drive AOS (Accelerator Operating System) philosophy

•            Drives strong customer-orientation and pro-active behavior within the team, managing and developing customer relationship to proactively develop excellent levels of customer service

 People & Culture:

•            Leading a local team that operates at the regional level

•            Participates in the recruitment and selection process for hiring staff

•            Provides training to help new and existing employees build and maintain the skills they need to deliver on their part of the organization’s customer experience strategy

•            Drive talent Strategy for the team in partnership with HR(PLI, VOE)

•            Lead employee engagement initiatives including Positive Employee Relations on site

•            Ensure a quality New Employee Orientation is deployed for all new hires

•            Ensures accurate setting of objectives for the team in alignment with the CX strategy and priorities (key performance indicators, individual development plans, Honeywell Performance Development etc)

•            Ensures accurate data maintenance in HR Direct (open requisitions, terminations, transfers)

•            Sets development plans (technical & behavioral) for his own reports, ensures succession planning.

•            Conducts annual performance assessment of direct reports, based on individual targets in HPD and Honeywell behaviors, including managing the disciplinary actions or termination initiation

•            Follows the implementation and compliance with internal regulations and rules of health and safety

·       Organizes department resources, based on organization's needs and legal provisions regarding

vacation planning, overtime, unpaid leave etc

·       Responsible for the implementation of HSE legal and corporate requirements                                   

Requirements:

·       Bachelor’s degree (or equivalent experience)

·       Min. 3 years’ experience in customer support in an industrial and international environment

·       Experience in leading a team of customer support specialists

·       Demonstrated process orientation – understand how processes work, drive continuous process

improvement and implementation

·       Demonstrated Leadership Impact – coaching, development, influencing

·       Strong analytical skills

·       Strong knowledge of various ERPs and CRMs

·       Excellent MS Excel skills and generally high level of MS Office (Word, Outlook, PowerPoint)

 Skills: 

 ·       High level of written and spoken communication

·       Flexible individual with a good level of intercultural sensitivity, able to adapt to a quickly changing

 environment and champion change through driving continuous improvement

·       Growth-oriented mind-set

·       Ability to build strong internal and external relationships and networks in a virtual team environment

·       Strong team player with the ability to take ownership and follow-through

·       Demonstrated solution-oriented, pro-active “can do” attitude

·       Ability to build relationships and networks in a virtual team environment

·       Demonstrated solution-oriented, pro-active “can do” attitude, Willingness and ability to work under

own initiative

·       Self-motivated with assertive communication skills, positive and result oriented attitude

·       Well organized with good time management, result oriented

WE VALUESignificant experience applying best practices in Customer & Product SupportExcellent organization skillsAn ability to train othersAn ability to direct and motivate a teamExperience with SAP, Customer Portals, Oracle, Excel, integrated reporting systems Additional InformationJOB ID: HRD258872Category: Customer ExperienceLocation: 56 & 57 Hadapsar Industrial Estate,Pune,MAHARASHTRA,411013,IndiaExemptEngineering (GLOBAL)