Lead Customer Experience Specialist

Lead Customer Experience Specialist

Romania

Senior Customer Support Representative

Location: Bucharest, Romania

When you join Honeywell, you become a member of our global team of thinkers, innovators, dreamers and doers who make the things that make the future. That means changing the way we fly, fueling jets in an
- 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 make the future?

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.

They are responsible for commercial and operational activities as part of the Order-To-Cash process:. 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 customer experience.

Key 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
- up, customer amendment and change (including
- to,
- 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

Ensures timely resolution of all potential roadblocks preventing order processing flowing seamlessly to fulfillment (price discrepancy, credit holds, material exclusion etc)

Covers order scheduling according 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, 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, defective items, damaged 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 for all major distribution and platinum accounts

Acts timely on all financial claims received from customer / Credit and Collection department by validating and performing financial corrections on disputed invoices

Manages stock rotations claims from major distributors from an E2E process in front of the customer

Continuous Improvement & 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

Process Maintenance and Training

Acts as delegate & escalation point on low complexity cases on team leader’s/ manager’s request

Ensures end to end customer onboarding and operational training for new team members

Ensures customer experience improvement by engaging with the CS detractors and providing input for action plan

Acts as SME in relation to all users & stakeholders for the respective region and supports building a knowledge base library with customer/process specifics

Supports development & delivers 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 English, other European languages represent a plus

1-2 years of Customer Support experience

Strong knowledge/experience with CRM/SAP and CRM/ERP system business processes

Medium level of MS office skills (Excel, Word, Outlook, Power
Point

Skills:

Process documentation skills

Advanced user level for SAP, SFDC

Operational knowledge of Share
Point based tools, trackers and 3rd party tools (eg. SEL, OBF, Disputes, Customer master, Pink Vision etc)

Customer tools/portals knowledge as required by portfolio

Incoterms & special Trade and Compliance knowledge including applicability and exceptions for own portfolio

Financial understanding of the OTC process including: VAT, billing, proforma requirements, credits

High level of customer orientation

Ability to build relationships and networks in a virtual team environment

Strong team player with the ability to take ownership and
- through

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

Demonstrated
- oriented,
- 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

We offer:

Competitive Salary regularly increased based on your performance

Enjoy 25 vacation days per year, plus extra days off for life's special events

We provide meal vouchers

Flexible benefits basket with monthly budget allocated (top up medical insurance, life insurance, pension, vacation/ cultural/ fuel vouchers)

Medical Insurance Plan paid by the company

Christmas and Easter bonuses

Recognition & referral bonus programs

Comprehensive induction, ongoing training and development to set you up for success

In-house and external learning platforms (Udemy) to continue to expand your skills

Work experience opportunities to help you grow your career with us

Global employee networks to help you connect and grow

Employee Assistance Program - Free and confidential service to help with any difficulties regarding work, life and personal or family matters

In case of unfortunate events, we support you by offering you free days and financial support (handled on a case by case basis) or Family financial aids

Access Integrity line - Any workplace issues or violations that need to be raised in good faith, can be communicated in a safe, private and confidential environment

Your family is growing while working at Honeywell? We congratulate you by offering special bonuses

Frequent Employee Engagement activities fostering an inclusive and diverse work environment

3 + 2 hybrid work arrangement to support your
- life balance

Flexible working hours

Fresh fruit days in the office

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Join us now and be part of a global team of thinkers, innovators, dreamers, and doers who make the things that make the future!

#The
Future
Is
What
We
Make
It

#Future
Shaper

#LI-Hybrid

Informații detaliate despre oferta de muncă

Firma:	Honeywell
Localiția:	Romania
Adăugat:	26. 11. 2025 Postul de muncă activ

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