Job Summary: The Customer Service Manager will serve as the primary customer contact for your assigned portfolio of accounts and ensure all customer needs and expectations are met. You will respond 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. Help Honeywell be the customer's top choice by delivering excellent customer care
Build up your business acumen while learning to address customer needs
Be part of the team that is solving complex problems for the customer
Key Duties and Responsibilities:
Establish a management operating system (MOS) utilizing (SFDC) with assigned BGA customers thru the use of service requests to their committed deadlines
Works closely with CBT leaders to ensure business policies, objectives, and strategies are achieved including managing communications with assigned customers
Facilitates and coordinates executive meetings between Honeywell and assigned customers, including hosting Sr. Leadership and Executive Reviews with assigned accounts.
Responsible for Customer Effort Survey, Net Promoter, AIN & ProPilot Survey scores and executing MOR, RAILs, and improvement plans to improve customer satisfaction and survey rankings, and addressing customer specific scorecard metrics.
Evaluates and administers Discretionary Customer Consideration Board (DCCB) actions within a timely manner. Seeks to provide continuous contractual, policy or other related business model changes to minimize escalations and economic considerations.
Coordinates and helps lead the EMEAI Global Customer Committee forums, RAILs, and Operating System with strong relationship alignment to GCC Board
Accountable to develop improvement initiatives to influence key metrics such as AOG Performance, OTTR, Short to Lead time Orders, Dispute Resolution, CSO (Holds resolution) and Aerospace Technical Support Responsiveness and Service & Support for assigned key accounts.
Leads and coordinate efforts on hosting Operator conferences within assigned region and key trade show events.
Develops and Leads matrixed teams /functional representation and ensures consistency in customer monthly operating system review (MOR) with key accounts, contact plans, communication, support for both commercial and technical services.
Educate, train and promote utilization of customer self-service tools such as key portal or other web based interface tools
Coordinate and lead Machine to Machine (M2M) deployment & sustainment
Qualifications, Skills and Experience:
The applicant must hold a Bachelor’s degree in Business, Engineering or related field plus 7 years of relevant experience, or in lieu of degree
At least ten years of experience in Business, Customer Support, Engineering, Operations, Supply Chain and/or Program Management
Minimum 2 years of indirect leadership experience
Green Belt Certification is preferred
Customer facing experience preferred
Management skills with emphasis on Customer and Product Support related issues
Demonstrated strong bias for action and strong internal network
Experience using SFDC and creating dashboards
Use of projects plans, program management plans, and RAILs and use those tools as a normal course of work
Honeywell International Inc. is an American multinational conglomerate company that produces a variety of commercial and consumer products, engineering services and aerospace systems for a wide variety of customers, from private consumers to major corporations and governments. The company operates four business units, known as Strategic Business Units – Honeywell Aerospace, Home and Building Technologies (HBT), Safety and Productivity Solutions (SPS), and Honeywell Performance Materials and Technologies. Honeywell is a Fortune 100 company. In 2016, Honeywell ranked 73rd in the Fortune 500. Honeywell has a global workforce of approximately 130,000, of whom approximately 58,000 are employed in the United States.The company is headquartered in Morris Plains, New Jersey.