Honeywell Experienced Customer Experience Professional 

United States 

223121694

Key areas:

, supports standardizations processes.

Transformational Projects, Process maintenance, Training & Audit

Leads process clarification, standardization, automation and improvements

Acts as escalation point on complex cases

Supports the tier meetings to monitor progress across multi-functional areas

Reports out to CX Manager/Director and acts as a back-up for SV

Agents calls and cases evaluations

Daily monitoring of performance and taking real time corrective actions to meet KPI's

Monitors and intervenes for timely assignment of tasks in order to ensure processing based on agreed SLA

Fulfillment of the annual projects, according to the established performance level/SLA

HOS and Continuous improvement

Implements, applies, improve, drive HOS methodology, quality standards and process compliance in day to day activities Supports Supervisor/Manager in: monitoring results, identifies issues and creates/executes plans to address issues

Runs improvement projects and actively implements Agile methodology.

Highlights process deviations or exceptions, ensures best practice sharing and initiates process improvement opportunities where required

Highlights process deviations or exceptions, ensures best practice sharing and initiates process improvement opportunities where required

eads CX support of current projects related to process improvements, task automation, process standardization and data update. Provides inputs and serves as a POC for UAT when needed.

Communication and reporting

Utilises LSW daily and revises its content on a quarterly basis

Participates in all the meetings which are necessary for this position (daily Tier meetings level 1,2 and/or weekly/monthly meetings, etc.)

Transition/daily support

Getting familiar with existing documentation and managing the existing documentation as well as keeping it up to date (Value Stream Maps, SOPs, Transition checklists, RASIC and other). Identification of blind spots and potential risks.

Actively takes part in shadowing during the visit at the sending site – reviews the documentation and compares it with the tasks that are being done, gathers customers specific requirements, identifies backlog

Identification of ERP system/version used at the sending site and its initial analysis. Takes part in ERP migration – where applicable.

Supports SAP, Salesforce, InContact and any other necessary system implementation and use

Builds professional relationship with the counterparts and related functions.

FSL, FSS, techniciens, project managers, sales representatives and sales leaders

Key skills and qualifications:

Bachelor’s degree (or equivalent experience)

Business fluent in written and spoken French is a big advantage

5+ years Customer Support and/or equivalent in supply chain / order management / OtC related experience

Strong knowledge/experience with CRM/ERP system business processes (SAP is required)

Six Sigma Certificate or other project management certificates is a plus

Process documentation skills

Operational knowledge of SharePoint based tools,

High level of people management skills

Excellent written and spoken communication skills (f2f, phone, E-mail)

Flexible individual with a high level of intercultural sensitivity, able to adapt to a quickly changing environment and drive continuous improvement

Demonstrated solution-oriented, pro-active “can do” attitude, willingness, and ability to work under own initiative and time pressure, effective decision maker

Self-motivated with assertive communication skills, positive and result oriented attitude – taking ownership of tasks assigned

Project mgmt. experience/knowledge represent a plus

Our offer:

A culture that fosters inclusion, diversity and innovation

Career growth opportunities

International work environment

Packet of benefits (monthly bonus, Multisport Card, Medical Insurance)

Flexible working hours

• JOB ID: HRD235988
• Category: Customer Experience
• Location: Zelazna 4,Katowice,SLASKIE,Poland
• Nonexempt