Honeywell Customer Experience Specialist 

Canada, Alberta, Calgary 

396706003

KEY RESPONSIBILITIES

• Manage customer inquiries: respond to customer inquiries via telephone, internet, email, and/or fax to fully resolve customer questions and issues related to orders, Return Material Authorizations (RMA’s), product availability, pricing, etc. including providing status updates, order follow-up, and delivery updates
• Process orders and RMA requests in Oracle
• Enter new sales orders into billing system (Oracle); Order replacement products and RMA requests, and track shipment of those products. Place follow-up calls to ensure customer satisfaction
• Maintain customer data to ensure customer information is accurate and up-to-date
• Handle inquiries in a timely and effective manner, while projecting a courteous and professional image
• Train and mentor: may orient, train, and mentor other employees
• Maintain a high level accuracy with respect to data entry activities
• Manage and maintain the phone and email queues to meet customer support goals and response-time metrics
• Follow pre-defined procedures to identify, evaluate, solve and escalate customer issues
• Follow and maintain quality standards for process improvement
• Drive continuous improvement to the customer service process and tools
• Generate product replacement and new orders and invoicing or warranty service and notify boards, hotel management/owners/operators, and/or property management services of those replacements/orders
• Provide prospective and current customers information regarding product functionality, application and pricing through both written and verbal (by phone) communication
• Assist customers with product failure and return processing issues
• Aid in the facilitation of the order fulfillment process by notifying customers of back-order situations, processing expedited orders, tracking orders, and other follow-up functions for shipping or order fulfillment
• Apply established customer satisfaction skills to resolve issues with end users and create a positive image
• Follow call-handling procedures to assure uniform support within the goals of the department

YOU MUST HAVE

• Must have a minimum of two years prior customer service, call center, help desk, or data entry experience
• Must have strong customer service soft-skills
• Must be flexible to work any schedule Monday-Friday 5 AM to 5 PM (PST)

WE VALUE

• Excellent verbal and written communication skills
• Excellent listening skills and ability to assess and respond to customer's needs
• Detail-oriented with the ability to keep accurate records of communication with customers

• JOB ID: HRD253339
• Category: Customer Experience
• Location: 4001 Fairview Industrial Drive SE, Fairview Industrial,Park,Salem,Oregon,97302,United States
• Nonexempt