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 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 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: 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.

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 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
• 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, PowerPoint

Skills:

• Process documentation skills
• Advanced user level for SAP, SFDC
• Operational knowledge of SharePoint 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 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

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 work-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!

#TheFutureIsWhatWeMakeIt

#FutureShaper

#LI-Hybrid

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Honeywell helps organizations solve the world's most complex challenges in automation, the future of aviation and energy transition. As a trusted partner, we provide actionable solutions and innovation through our Aerospace Technologies, Building Automation, Energy and Sustainability Solutions, and Industrial Automation business segments – powered by our Honeywell Forge software – that help make the world smarter, safer and more sustainable.