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Honeywell CX OP Exc Professional India, Maharashtra, Pune 221620106
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Principal Responsibilities
Execute large-scale projects such as SAP migrations and pricing initiatives
Ensure projects are delivered on time, within scope, and budget and other project requirements
Ensure thorough documentation and communication of project status, findings, and recommendations
Provide strategic direction and oversight for MOS development and enhancements
Develop and maintain comprehensive internal reporting mechanisms
Conduct Root Cause Analysis (RCA) to identify issues and implement Corrective and Preventive Actions (CAPA).
Ensure all tools meet quality and performance standards before go live and throughout their life-cycle
Play an active role in the implementation and maintenance of the Accelerator Operating System
product availability, stock levels, list prices where applicable (awareness of confidentiality constraints), lead times, minimum order quantity and/or value
Other customer special requirements related to GBE/market
Ensures timely resolution of all potential roadblocks preventing order processing flowing seamlessly to fulfilment (price discrepancy, credit holds, material exclusion etc)
Covers order scheduling according to customer specific requirements as well as internal stock availability
Constantly facilitates removal / mitigation of roadblocks by proactively involving all parties to solve any issues that might arise between order entry and invoicing.
Performs regular backlog management activities to address customer requirements vs past due, blocked, incomplete orders and invoices, including system updates to reflect all order changes
Ensures accurate processing of performance rebates, special pricings and quotes
Continuous Improvement & Accelerator Operating System (HOS):
Applies HOS methodology, quality standards and process compliance in day to day activities
Highlights process deviations or exceptions, ensures best practice sharing and initiates process improvement opportunities where required
Based on business requirements, leads 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.
Transition support:
Getting familiar with existing documentationand 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.
Supports the tier meetings to monitor progress across multi-functional areas
Reports out to Supervisor and acts as a back-up for SV
Agents calls and cases evaluations
Must have:(Requirements)
Bachelor’s degree
Business fluent in written and spoken English, other European languages represent a plus
5+ years Customer Support and/or equivalent in supply chain / order management / OtC related experience
0-2 years of experience with reporting, knowledge transfer and/or coaching experience
Strong knowledge/experience with CRM/ERP system business processes (SAP is required)
We value: (Skills)
Process documentation skills
Analytical skills
Six sigma knowledge is a plus
Project mgmt. experience/knowledge is a plus
SME user level for SAP, SFDC, InContact and/or other CRM/ERP tools
Incoterms & special Trade and Compliance knowledge including applicability and exceptions
Financial understanding of the OTC process including: VAT, billing, proforma requirements, credits
Excellent written and spoken communication skills (phone, mail, email)
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
Additional Information- JOB ID: HRD258868
- Category: Customer Experience
- Location: 56 & 57 Hadapsar Industrial Estate,Pune,MAHARASHTRA,411013,India
- Nonexempt
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