We are a Fortune 100 global technology company that manufactures innovative, internet-of-things-based technologies to help companies run their operations more effectively. Our combination of software, hardware and services include technologies for aircraft that help them fly safer and more efficiently, control systems and solutions for complex petrochemical facilities and processes, connected building technologies that support smart city development, advanced worker safety equipment, and innovative warehouse automation systems.
RESPONSIBILITIES:
The Customer Support Organization has an important role to play as they serve as the primary customer contact for an assigned portfolio of accounts they bring the customers, sales and business operations together.
They are responsible for commercial and operational activities: i.e. validation and processing of customer orders, managing order changes, providing status updates, managing physical & financial claims with a strong alignment with all relevant internal functions as part of the end-to-end customer experience.
- Day-to-day leadership of the Customer Support team, leading the team and serving as second escalation point for customer and business issues
- Drives and manages KPI’s through existing tools (e.g. SAP, InContact, Sales Force) to achieve business goals and objectives
- Leads transition to new Hub in Katowice in area of own team’s activity scope (actively participates in planning, knowledge transfer, work shadowing and executing the transition according to plan)
- Assesses and controls order backlog and billing due list and liaise with other departments (e.g. ISC, Finance, Sourcing)
- Responsible for team’s performance management assessment (HPD process)
- Responsible for recruiting, hiring and talent development
- General support of external sales organization in executing business related tasks
- Ensuring business requirements are fed back into the Customer Support team and reflected accordingly in Customer Support processes
- Continuously drive HOS (Honeywell Operating System) philosophy
- Supports Customer Experience Excellence initiatives
- Drives strong customer-orientation and pro-active behavior within the team
- Owns daily HOS Tier accountability meeting
- Drives customer related improvement initiatives based on customer feedback
- Manages and develops customer relationship to proactively develop excellent levels of customer service
- Customer Support interface with all business functions (ISC, Sourcing, Quality, Finance, Marketing, Sales, Business Management etc.) to ensure cross-functional alignment
REQUIREMENTS:
- Bachelor’s degree (or equivalent education or experience in similar roles)
- At least two (2) years of people management experience including coaching, developing and leading;
- Experience in B2B customer support and an international environment
- Experience with CRM / ERP systems
- Business fluent in written and spoken English
- Business fluent in written and spoken German or French
SKILLS:
- Ability to drive improvements leading to greater customer experience, higher quality and lower costs
- Ability to lead, coach and develop high performing teams
- Ability to drive customer advocacy and intimacy culture
- Results oriented, driving actions and accountability for results
- Ability to influence stakeholders, work effectively across teams, and support strategy execution
OUR OFFER:
We offer a great multicultural working environment and competitive conditions for people who want to take on new challenges. Moreover this is an unique opportunity to take active part in building new hub of Honeywell in Katowice, manage transition process, shape the new team from the scratch and develop your skills with your team and other supervisors.
