Senior Customer Care Associate
Honeywell International India Pvt Ltd
Senior Customer Care Associate
Honeywell International India Pvt Ltd
Pune
Not disclosed
Job Details
Job Description
Sr Cust Exp Professional
Join a team recognized for leadership, innovation and diversity
Job Title: Sr Customer Experience Professional
Reports To: Sr Program Manager
Overview: This position is responsible for the activities related to order management of LSS parts
distribution centre ( ISLC ) and Priority
2 ( P2 ) rush order handling. This
position interfaces with the LSS organization, ISC and external warehouse to deliver to customer contract commitments.
This position should be willing to
work in shifts and be on call during out of office hours.
KEY INDIVIDUAL ACCOUNTABILITIES / DELIVERABLES
- Monitor and handle incoming orders for spare parts and pending backlog
- Handle export order requirements and communicate with external warehouse/ISC
- Be the customer contact and representative for Customer Support ( CS ) related matters within the ISLC team
- Responsible for handling incoming rush orders, from receiving in special mailbox, to warehouse communication, until final arrival at the external customer, including updating all systems and necessary communication
- Responsible for solving all issues in the incoming process flow for all inbound shipments through 3PL / ISC warehouse into SAP
- Interface with internal customers when necessary for problem solving and/or questions related to the P2 contract data
- Act on all order issues till resolved
- Train, coach and provide operational support on CS related matters to other team members
- Take the lead in improving CS related processes and performance
- Monitor and act on ISLC mailbox communication
- Support Certified Recycled Parts ( CRP) with order handling
- Handle and support all external warehouse processes, including receiving
- Manage special processes like RMA ( Return Material Authorization ) for internal ISLC and external warehouse
- Responsible for providing regular overview and progress reports to team lead to monitor performance
- Responsible for up to date work process and procedure documentation for CS
- Responsible for providing results out of assigned additional ad-hoc tasks and quality checks
- Participate in team meetings and improvement projects, reporting results to team lead
- Participate in all trainings that are related with the day2day operations
- Follow safety rules & regulations
- Contribute to continuous performance excellence
- Back up team membersas required per team plan and agreement
Education / Qualifications
- Graduate in any discipline
- Microsoft Office – Intermediate
- SAP working experience essential
Experience: Minimum Four years of Experience in a similar role
Professional Skills / Knowledge:
- Commitment to customer satisfaction
- Good communication - both verbal and written
- Self-motivated and the ability to work independently without supervision
- The ability to work under pressure and make decisions
- A strong commitment to safety and a safe working environment
Additional Information
- JOB ID: HRD232400
- Category: Customer Experience
- Relocation Tier: Not Applicable
- Security Clearance:
- Aviation Authority (FAA for US):
- Band: 03
- Referral Bonus: 15000
- Requisition Type: Standard Requisition
- US Citizenship:
- FLSA Statement:
- FLSA CODE: Nonexempt
Job role
Work location
Pune
Department
Customer Support
Role / Category
Customer Support - Service Delivery
Employment type
Full Time
Shift
Day Shift
Job requirements
Experience
Min. 4 years
About company
Name
Honeywell International India Pvt Ltd
Job posted by Honeywell International India Pvt Ltd
This job has expired