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.

The CX specialist is responsible for commercial and operational activities as part of the Order-To-Cash (OtC) process: i.e. validation and booking 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

Principal Responsibilities

Pre-Order Entry

• Timely gather all relevant info to accurately respond to all customer queries related to:

product availability, stock levels, list prices where applicable (awareness of confidentiality constraints), lead times, minimum order quantity and/or value

• Accurately and on time perform system updates: new customer set-up, customer amendment and change (including ship-to, bill-to, payer, direct/indirect customer etc., based on information received from sales)

Order Entry

• Validation and order entry of customer purchase orders within defined target and quality
• 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
• Set up, document and maintaining the order entry process for assigned customers

Backlog Management

• Act as an active interface between customer Integrated Supply Chain (ISC), Logistics, Transportation, Finance and Sales to meet customer expectations, improve the end to end cycle where possible as well as maximize revenue
• Constantly facilitates removal / mitigation of roadblocks by proactively involving all parties to solve any issues that might arise between order entry and invoicing.
• Communicates proactively with the customer, providing relevant information to potential delays, relevant status updates on open backlog
• 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
• Supports revenue maximization activities (pull-in’s, drop ship, expedite requests) and partners with the demand & forecasting teams to ensure a smooth end of month/quarter closure activities

Claims management

• Supports all customer disputes regarding standard return transactions, short shipments, and ensures fast resolution in collaboration with other internal departments
• Ensures accurate reporting on any physical complaints as per the internal process and monitors closure in line with customer expectation
• Ensures accurate processing of performance rebates, special pricings and quotes
• Acts within defined targets on all financial claims received from customer / Credit and Collection department by validating and performing financial corrections on disputed invoices and working with Dispute Resolution Team when applicable.

Continuous Improvement & Honeywell 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, participates in current projects related to process improvements, task automation, process standardization and data update. Performs basic tasks and tests based on clear work instructions.

 Transition support

• Getting familiar with existing documentation (Value Stream Maps, Standard Operational Procedures (SOPs,), Transition checklists, RASIC and other)
• 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
• Participates in SAP, Salesforce, InContact and any other necessary system implementation.
• Builds professional relationship with the counterparts and related functions.
• Sharing the knowledge gathered during the Knowledge Transfer (KT) at sending site with the receiving team        

Process Maintenance and Training

• Acts as delegate & escalation point on low complexity cases on team leader’s/ manager’s request
• Supports end to end customer onboarding and operational training for new team members
• Ensures customer experience improvement by engaging with the Customer Satisfaction detractors and providing input for action plan
• Supports building a knowledge base library with customer/process specifics
• Supports development and creation of functional training materials for the specific region
•  Periodically reviews the SOPs to capture all relevant business requirements as well as users’ feedback and liaises with the relevant function for any improvement opportunity/process & customer update

 Requirements:

• Bachelor’s degree (or equivalent experience)
• Business fluent in written and spoken French, German, Norwegian, Spanish, Portuguese, Danish, Czech, Slovak or Swedish & English.
• 1-2 years Customer Support and/or equivalent in supply chain / order management / OtC related experience
• Knowledge/experience with CRM/SAP and understanding CRM/ERP system business processes
• Intermediate level of MS office skills (Excel, Word, Outlook, PowerPoint)

Skills: 

• Process documentation skills
• User level for SAP, SFDC or similar ERP/CRM to
• Operational knowledge of SharePoint based tools,
• Customer tools/portals knowledge as required by portfolio of customers
• Incoterms & special Trade and Compliance knowledge including applicability and exceptions for own portfolio is a plus
• Financial understanding of the Order To Cash process including: VAT, billing, proforma requirements, credits 
• High level of customer orientation
• Excellent written and spoken communication skills (phone, mail, email)
• Ability to build relationships and networks in a virtual team environment
• Strong team player with the ability to take ownership and follow-through
• 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
• Self-motivated with assertive communication skills, positive and result oriented attitude
• Well organized with good time management, result oriented