PSS is a $1.4B enterprise, which provides comprehensive solutions, ranging from enabling processed industry operations to enabling OEMs with our sensors, to making warehouses smarter and improving worker productivity. Collectively, we are innovating and creating value for customers by enhancing their sustainability, resiliency and productivity.
This role will report to the regional Customer Experience Supervisor/Senior Supervisor and will be responsible for commercial and operational activities as part of the Order-To-Cash process for A customer base: i.e. validation and booking of customer orders, managing order fulfillment activities, providing proactive updates to customers, managing physical & financial claims etc. with a strong alignment with all relevant internal functions as part of the end-to-end customer experience.
The Customer Experience Exp Professional role ensures seamless execution of assigned large-scale projects, optimizing internal reporting mechanisms, and driving continuous improvement initiatives. By completing thorough testing of new tool enhancements, the Customer Experience Exp Professional will ensure operational excellence and support the company's strategic objectives. This role is pivotal in fostering a culture of efficiency, innovation, and quality, driving improvements and eliminating no value added/waste activities ultimately contributing to the overall success and competitiveness of the organization.
Honeywell recently announced plans to sell its Product Solutions and Services (PSS) business to Brady Corporation. At this time, we anticipate that the deal will close in the second half of 2026, subject to customary closing conditions. We expect this role, dedicated to the PSS business, will be part of this future transaction when it closes.
Customer Experience EXP Professional:
- Execute large-scale projects such as SAP migrations and pricing initiatives
- Ensure projects are delivered on time, within scope, and budget and other project requirements
- Ensure thorough documentation and communication of project status, findings, and recommendations
- Coordinate with cross-functional teams to ensure seamless execution of projects, such as E-billing and M2M digital tools
- Provide strategic direction and oversight for MOS development and enhancements
- Develop and maintain comprehensive internal reporting mechanisms
- Conduct Root Cause Analysis (RCA) to identify issues and implement Corrective and Preventive Actions (CAPA).
- Ensure all tools meet quality and performance standards before go live and throughout their life-cycle
- Play an active role in the implementation and maintenance of the Accelerator Operating System
Pre-Order Entry:
- Timely gather all relevant info to accurately respond to all customer queries related to:
product availability, stock levels, list prices where applicable (awareness of confidentiality constraints), lead times, minimum order quantity and/or value
- Accurately and on time perform system updates: new customer set-up, customer amendment and change (including ship-to, bill-to, payer, direct/indirect customer etc., based on information received from sales)
- Other customer special requirements related to GBE/market
**Order Entry: **
- Validation and order entry of customer purchase orders within defined target
- Ensures timely resolution of all potential roadblocks preventing order processing flowing seamlessly to fulfilment (price discrepancy, credit holds, material exclusion etc)
- Covers order scheduling according to customer specific requirements as well as internal stock availability
- Set up, document and maintaining the order entry process for assigned customer
Backlog Management:
- Act as an active interface between customer Integrated Supply Chain (ISC), Logistics, Transportation, Finance and Sales to meet customer expectations, improve the end-to-end cycle where possible as well as maximize revenue
- Constantly facilitates removal / mitigation of roadblocks by proactively involving all parties to solve any issues that might arise between order entry and invoicing.
- Communicates proactively with the customer, providing relevant information to potential delays, relevant status updates on open backlog
- Performs regular backlog management activities to address customer requirements vs past due, blocked, incomplete orders and invoices, including system updates to reflect all order changes
- Supports revenue maximization activities (pull-in’s, drop ship, expedite requests) and partners with the demand & forecasting teams to ensure a smooth end of month/quarter closure activities
Claims management:
- Supports all customer disputes regarding standard return transactions, short shipments, and ensures fast resolution in collaboration with other internal departments
- Ensures accurate reporting on any physical complaints as per the internal process and monitors closure in line with customer expectation
- Ensures accurate processing of performance rebates, special pricings and quotes
- Acts within defined targets on all financial claims received from customer / Credit and Collection department by validating and performing financial corrections on disputed invoices and working with Dispute Resolution Team when applicable.
Continuous Improvement & Accelerator Operating System (HOS):
- Applies HOS methodology, quality standards and process compliance in day to day activities
- Highlights process deviations or exceptions, ensures best practice sharing and initiates process improvement opportunities where required
- Based on business requirements, leads CX support of current projects related to process improvements, task automation, process standardization and data update. Provides inputs and serves as a POC for UAT when needed.
Digital Transformation:
- Supports customer onboarding and training on digital platforms
- Ensures adherence to digital technologies that will support better customer experience, including self-serve and automation opportunities
- Leads implementation and improvement of all AI initiatives aligned to customer experience strategy(GEN AI, Advisor GPT, KB360)
Transition support:
- Getting familiar with existing documentation and managing the existing documentation as well as keeping it up to date (Value Stream Maps, SOPs, Transition checklists, RASIC and other). Identification of blind spots and potential risks.
- Supports Supervisor in transition planning which includes i.e. preparation of the KT agenda, introduction to transition team and to the sending site, participation in regular catch-up calls.
- Actively takes part in shadowing during the visit at the sending site – reviews the documentation and compares it with the tasks that are being done, gathers customers specific requirements, identifies backlog
- Identification of ERP system/version used at the sending site and its initial analysis. Takes part in ERP migration – where applicable.
- Supports SAP, Salesforce, InContact and any other necessary system implementation and use
- Builds professional relationship with the counterparts and related functions.
- Sharing the knowledge gathered during the KT at sending site with the receiving team.
- Ensures end to end customer onboarding and operational training for new team members
- Acts as a SME in relation to all users & stakeholders for the respective region
- Acts as customer experience champion and leads BPS (best practice sharing) sessions within the team, as well as escalation point on complex cases
- Owns and drives differentiated A customers relationship and improvement plans
- Supports the tier meetings to monitor progress across multi-functional areas
- Represents CS in transformational projects, ensuring all operational & business inputs are captured in the newly developed processes and procedures. Supports communication and management of change.
- Drives process and customer improvement opportunities across teams using advanced analytics capabilities and ensures relevant changes are implemented/monitored
- Reports out to Supervisor and acts as a back-up for SV
- Agents calls and cases evaluations
Transformational Projects, Process maintenance, Training & Audit:
- Ensures end to end customer onboarding and operational training for new team members
- Acts as a SME in relation to all users & stakeholders for the respective region
- Acts as customer experience champion and leads BPS (best practice sharing) sessions within the team, as well as escalation point on complex cases
- Owns and drives differentiated A customers relationship and improvement plans
- Supports the tier meetings to monitor progress across multi-functional areas
- Represents CS in transformational projects, ensuring all operational & business inputs are captured in the newly developed processes and procedures. Supports communication and management of change.
- Drives process and customer improvement opportunities across teams using advanced analytics capabilities and ensures relevant changes are implemented/monitored
- Reports out to Supervisor and acts as a back-up for SV
- Agents calls and cases evaluations
MUST HAVE
- Bachelor’s degree
- Business fluent in written and spoken English, other European languages represent a plus
- 5+ years Customer Support and/or equivalent in supply chain / order management / OtC related experience
- 2 years of experience with reporting & analytics, knowledge transfer and/or coaching experience
- High level of customer orientation
- Strong knowledge/experience with CRM/ERP system business processes (SAP is required)
- High level of MS office skills (Excel, Word, Outlook, PowerPoint, Teams)
- Process documentation skills
- Analytical skills
- Flexible individual with a high level of intercultural sensitivity, able to adapt to a quickly changing environment and drive continuous improvement
- Demonstrated solution-oriented, pro-active “can do” attitude, Willingness, and ability to work under own initiative and time pressure, effective decision maker
- Self-motivated with assertive communication skills, positive and result oriented attitude – taking ownership of tasks assigned
NICE TO HAVE
- Six sigma knowledge is a plus
- Project mgmt. experience/knowledge is a plus
- SME user level for SAP, SFDC, InContact and/or other CRM/ERP tools
- Incoterms & special Trade and Compliance knowledge including applicability and exceptions
- Financial understanding of the OTC process including: VAT, billing, proforma requirements, credits** **
- Excellent written and spoken communication skills (phone, mail, email)
- Ability to build relationships and networks in a virtual team environment
- Strong team player with the ability to take ownership and follow-through
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