Senior Customer Care Associate

Honeywell International India Pvt Ltd

Pune

Not disclosed

Work from Office

Full Time

Min. 4 Years

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

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