Sr Customer Experience Supervisor
Bangalore, KARNATAKA, India
3d ago

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Honeywell India SPS India

Role : SR CustomerService Supervisor SPS, India

ReportingTo : ISC India Leader / GeneralManager, SPS India

Role Description :

TheCustomer Service Leader develops and maintains positive customer relations;coordinates with various functions within the company to ensure customerrequests are handled appropriately and in a timely manner.

This position hasauthority to substantially affect the relationship between Honeywell and acustomer, either from a financial standpoint or product standpoint.

He managesa team which interacts with customers prior to and / or after sale. Team processesorders, prepares correspondence, and fulfills customer needs to ensure customersatisfaction.

The Customer Support Organization has an important role toplay as they serve as the primary customer contact for an assigned portfolio ofaccounts, they bring the customers, sales and business operations together.

They are responsible for commercial and operationalactivities as part of the Order-To-Cash process : i.e. validation and booking ofcustomer orders, managing order changes, providing status updates, managingphysical & financial claims with a strong alignment with all relevantinternal functions as part of the end-to-end customer experience.

The Sr. Customer Experience Supervisor will beresponsible for a team of customer service representatives, to ensure allcustomer needs and expectations are met and will be involved in continuousimprovement projects related to both ERP systems and processes.

Key Responsibilities :

Efficiency through process and Innovation :

Responsible for the entire value chain in Order to Cash cycle including, customer service and quality etc.

Build customer touch-point leadership. Define, document and deploy 5 STAR experience for customer touch points

Develop and streamline operations along with internal and external stakeholders to maintain standardized experience for customer service

Define, document and drive operational, customer support, processes to align with business objectives with right and fast’ culture and integration with Honeywell processes and systems

Ensure uniformity of information and recourse across touch points troubleshooting, escalation, and warranty.

Building up control mechanism on key customer matrices including Scheme Settlement, Replacement, Returns, Material delivery etc.

Implement the effective procurement schedule for reducing the inventory holding cost.

Handling Customer Concerns and RMA Creation to take back the defective material supplied.

Drive first call response culture without losing sight of Net Promoter Score

Identify gaps in current quality management system and take improvement action.

Creating Processes, SOP and Control mechanism for efficient quality check

Drive cost measures

Improve Order booking & Execution lead time

Drive the process of Free inventory liquidation and reduce free inventory

Work with cross functional teams like Order Management, Manufacturing and Sourcing team to plan for monthly revenue

Coordination with Freight forwarder for getting the shipment cleared in time and deliver it to stores which are planned for months revenue

Coordination with buyer, freight forwarder for getting the factory invoice, AWB and packing list and processing the GRN and further sharing the Pre Alert copies to customer.

Conduct SIOP demand planning and product portfolio meeting for forecasting

People Management :

Developing a highly effective and productive C&PS Team.

Training, Coaching and Development of the talent.

Key attributes of successful candidates will include :

Previous Work Experience

12 - 15 years of experience including managing a team

  • Proven experience in working closely with a peer group comprising of cross function leaders in Customer Marketing, Finance, Customer Service, Technical Service, Supply chain and logistics ;
  • with ability to cohesively work together with an integrative approach to meet goals.

    Preferred Personality & Behavioral Traits

    Must be a passionate, professional, motivated quick learner who is comfortable working in a fast paced environment.

    Excellent written and oral communication skills as it relates to disseminating and gathering information to staff and management and marketing to prospective clients or business partners.

    Strong analytical problem solving ability; rigorous and resourceful with a pragmatic approach - applying 80-20 rule and coming up with directionally sound logic to navigate through limited data situations.

    Ability to assume ownership and responsibility for complete operations and manage multiple tasks simultaneously in a dynamic, fast-paced environment.

    Flexibility in terms of dealing with changing priorities and dealing with multiple projects simultaneously.

    Strong interpersonal, teamwork and problem-solving skills in order to deal with customers, business partners, staff and management from a variety of skill levels as well as different authority levels within the organization and customer’s organizations.

    Qualifications :

    Undergraduate degree in Business or Engineering

    MBA is prefered

    Possess strong Office Automation Product knowledge (Excel, Word, PowerPoint, etc.)

    Experience with SAP, Customer Portals, Oracle, Excel, integrated reporting systems

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