Senior Customer Experience Specialist
Honeywell
- Kuala Lumpur
- Permanent
- Full-time
Coordinate a team of customer service representatives to ensure all customer needs and expectations are met. You will oversee the response to inbound customer calls and email regarding order inquiry as to ship dates, problems, order changes, repairs and RMA's. You will communicate with other departments such as Technical Support, Logistics, Manufacturing, Regional Sales Managers, Product Managers, etc., to resolve customer issues. You will process orders including order entry, expediting orders, change orders, returns, monitoring order status and resolving discrepancies. You will act as a change agent and look for ways to improve Customer Care processes.Key Responsibilities
- You will deliver excellent customer service and manage the needs of our customers (internal and external) through our communication channels (phone and email), such as receiving high volume customer enquiries, orders or any associated item.
- Processed all orders, by entering into the system, schedule materials, monitoring delivery dates to meet OTTR; and provide status update to customer / Sales personnel for order
- Promptly resolve customer service issues to the customer's satisfaction per company procedures and standards
- Create and maintain customer accounts in database (SAP)
- Monitor daily Order status and work with customer for order arrangement
- Liaise closely with Sales, Logistic & Material team in driving action to satisfy customer order requirement & delivery performance
- Coordinate with internal team to resolve customer issue, including sales & logistic related complaint
- You will be accountable for meeting individual (KPIs) and team goals.
- Understand and deliver business strategies and improve customer services through the execution of self-service.
- Continuously identify work process improvements.
- Take ownership of issues and concerns of customers, including operational issues, pricing / invoice queries etc.
- Perform administrative duties, reports and special projects associated with Customer Support
- Relevant Diploma or Degree with minimum 3 years working experience in order management and CS and order fulfillment
- Knows SFDC and SAP - proficient level. Knowledge in SAP (order management package), and Proficient in MS Office application
- Customer service with order management experience. Excellent Customer service skills - Attentiveness, empathy, patience and consistency, persuasion, immaculate telephone manners and communication skills excellent command of English (Spoken & Written)
- Knows shipping incoterms, shipping methods, warehouse process, transportation delivery and customer pickup scheduling.
- Done follow-up with planners and factory.
- Good in Excel and MS office - proficient level
- Excellent personality traits; Good attitude, enthusiastic, detail-oriented, responsible, trustworthy, ethical and goal focused.
- Analytical thinking and high problem-solving skills.
- Effective Team Player, high level sense of urgency and responsibility with the ability to Work Independently
- Ability to speak local dialect will be an added advantage.
The world is changing. And it's a familiar story at Honeywell. Our $36 billion business was founded on a legacy of firsts spanning 130 years. We're building a safer, smarter, and more sustainable world through our technology and software across each of our 930 sites globally. Our impact is seen in every shape and size around the world. Our solutions are felt daily in aerospace, buildings and cities, retail, chemicals and materials, safety, industrial and manufacturing, safety, and supply chains.Discover More
We've been innovating for more than 100 years and now we're creating what's next. There's a lot more available for you to discover. Our solutions, our case studies, our #futureshapers, and so much more. Learn more at careers.honeywell.com/us/en/If you believe what happens tomorrow is determined by what we do today, you'll love working at Honeywell.
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- Category: Customer Experience
- Location: UOA Corporate Tower, Avenue 10, The Vertical,, Bangsar South City, No. 8, Jalan Kerinchi, Kuala Lumpur, WP 59200 MYS
- Nonexempt