The future is what you make it. By joining Honeywell Safety and Productivity Solutions, you become a member of our diverse team of problem solvers, innovators, dreamers, and doers who create the things that shape our future. That means changing the way we fly, fueling jets in an eco-friendly way, keeping buildings smart and safe, and even making it possible to breathe on Mars. Working at Honeywell isn’t just about developing cool things. That’s why all our employees enjoy access to dynamic career opportunities across different fields and industries. Are you ready to help us shape the future? 

The Customer Support Organization has a meaningful role to play serving as the primary customer contact for an assigned portfolio of accounts and bringing the customers, sales, and business operations together. 

They are responsible for commercial and operational activities as part of the Order-To-Cash process: i.e. validation and booking of customer orders, managing order changes, providing status updates, handling physical & financial claims with a strong alignment with all relevant internal functions as part of the end-to-end customer experience. 

The Customer Experience Supervisor will be responsible for a team of customer service representatives, ensuring all customer needs and expectations are met and will be involved in continuous improvement projects related to both ERP systems and processes. 

Key responsibilities: 

• Leads a team of customer service representatives to ensure all customer needs and expectations are met 
• Oversees the response to inbound customer calls and emails regarding order inquiries as to ship dates, problems, order changes and RMA's. 
• Organizes and co-ordinates the day-to-day business within the team, incl. resource planning 
• Leads projects for standardization and transformation across SPS and looks for ways to improve Customer Care processes 
• Provides regular updates to Business Leadership on progress, business impact in economic terms, and potential issues, and presents business cases for review and approval by Leadership 
• Establishes good data governance practices by measuring and improving the maturity of data and related business processes 
• Harmonizes customer support sources and completeness of data to achieve and maintain data quality, drive efficiency and increase responsiveness 
• Responsible for team’s performance management assessment (HPD process) 
• Oversees MOS with business to ensure swift resolution of escalations 
• Ensures compliance within SPS by driving transparency and alignment across functions and GBE’s; 
• Enables business and functions to understand data and processes and provide general support; 
• Delivers training and communication to ensure compliance with data related policies, processes, and standards 

• Team’s first point of contact when faced with general business or customer challenges 
• Responsible for the resolution of any issues within the team 
• Responsible for organizing training of new team members, including timing and coordination 
• Drives strong customer-orientation and proactive behavior within the team 

We require: 

• Bachelor’s degree in Business, Engineering, Computer Science 
• Good English and German 
• Experience leading cross-functional and global teams, also remotely 
• Experience leading projects/ data migrations 
• Min. 5 years’ experience in Customer Support in an international environment 
• Demonstrated process orientation – understand how processes work, drive continuous process improvement and implementation 
• Proven Leadership Skills – coaching, development, influencing 
• Strong analytical skills 
• Very good and deep knowledge of SAP / ERP’s 
• Excellent MS Excel skills and generally high level of MS Office (Word, Outlook, PowerPoint) 
• Good level of technical understanding 
• Ability to support, assist and train others 

Skills: 

• Excellent written and spoken communication and influencing skills 
• Takes initiative and ownership to drive business results 
• Ability to drive strategic improvements across the organization 
• A critical eye for the quality of data and strong desire to get it right 
• Execution skills to translate strategy to actions and implement them 
• Ability to work in a cross-functional team environment 
• Ability to work effectively and efficiently with Honeywell business leaders 
• Flexible individual with a outstanding 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 
• Self-motivated with assertive communication skills, positive and result oriented demeanor 
• Well organized with good time management, result oriented 
• Ability to drive 

What do we offer 

• Possibilities to grow within the newly built structures of Honeywell 
• Training and development opportunities 
• Full time contract 
• City center location in Katowice (great commute) - hybrid work model 
• Multinational team 

Honeywell Safety and Productivity Solutions (SPS) provides products, software and connected solutions that improve productivity, workplace safety and asset performance for our customers across the globe. We deliver on this promise through industry-leading mobile devices, software, cloud technology and automation solutions, the broadest range of personal protective equipment and gas detection technology, and custom-engineered sensors, switches, and controls. We also manufacture and sell a broad portfolio of footwear for work, play and outdoor activities. 

SPS is a strategic business unit of Honeywell, a Fortune 100 technology company that delivers industry-specific solutions including aerospace products and services; control technologies for buildings and industry; and performance materials globally. Honeywell technologies help aircraft, buildings, manufacturing plants, supply chains, and workers become more connected to make our world smarter, safer, and more sustainable. 

Honeywell is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status.