Customer Relationship Manager
Company: Honeywell
Location: Phoenix
Posted on: May 17, 2024
Job Description:
Join a team recognized for leadership, innovation and
diversityThe Customer Experience Professional/ GCE Site Coordinator
will play a pivotal role in managing APU/Engine repairs, ensuring
correct quote pricing, resolving contract issues to prevent
disputes, reviewing business rules, and recovering any problems
that arise. This position requires a detail-oriented individual
with a strong focus on customer satisfaction, process improvement,
and the proactive identification of systemic issues to prevent
order management escapes, disputes, and delays in shipping & cash
collection. - Responsibilities and Duties:
- Serve as a liaison between the ISC function and GCE
organization when resolving customer escalations and reoccurring
issues
- Oversee APU/Engines repair management, R&O Pricing and
Contract issues, focusing on recovery and dispute prevention.
- Conduct regular Business Rules Reviews to ensure compliance and
efficiency.
- Maintain control and ownership of SFDC Cases, driving cases
older than 30 days to zero and ensuring no cases exceed 15
days.
- Perform regular Order Book Sanity checks, resolve Stationary
Orders, and escalate issues to prevent OTTR misses.
- Achieve First Contact Resolution by understanding the Real Root
Cause of issues.
- Drive automation solutions in all processes, address gaps with
existing automation, and SAP ROI.
- Work with speed and quality, share findings, and refuse to
accept or pass on failures.
- Identify systemic issues as part of preventative work to avoid
order management issues and holds preventing shipping the unit.
Qualifications:
- Proven experience in Repair Order Management, preferably
APU/Engines area and R&O Pricing
- Strong analytical skills and the ability to perform sanity
checks on order books.
- Experience with SFDC Case Control and a track record of
reducing case & HRTS backlog.
- Demonstrated ability to drive process improvements and
automation solutions. - Preferred Skills:
- Communication: -Articulate and effective communicator with the
ability to convey important messages to team members, departments,
internal functional teams, and customers.
- Responsiveness & Teamwork: -Quick to respond to needs and
issues, and works collaboratively with all stakeholders. Empowered
to escalate issues to leaders for swift resolution.
- Proactive Issue Management: -Anticipates potential issues and
provides advance warning to prevent significant impacts. Documents
all issues diligently, recognizing that no issue is too small.
- Process Improvement: -Utilizes HOS Tools to enhance customer
experience and address problems. Continuously seeks ways to improve
processes and drive automation.
- Leadership: -Acts as a change agent within the organization,
leading by example and driving team execution against targets while
adhering to standard work practices.
- Customer Satisfaction: -Proactively works to prevent customer
frustration by addressing their concerns before they escalate.
Strives to understand the real root cause to ensure first contact
resolution.
- Positive Attitude: -Maintains a positive outlook, embraces
change, and is not deterred by challenges. - Additional
Information
JOB ID: HRD229109Category: Customer
ExperienceLocation: 1944 E Sky Harbor
Circle,Phoenix,Arizona,85034,United StatesNonexemptDue to US export
control laws, must be a US citizen, permanent resident or have
protected status.Global (ALL)Honeywell is an equal opportunity
employer. Qualified applicants will be considered without regard to
age, race, creed, color, national origin, ancestry, marital status,
affectional or sexual orientation, gender identity or expression,
disability, nationality, sex, religion, or veteran status.
Keywords: Honeywell, Maricopa , Customer Relationship Manager, Executive , Phoenix, Arizona
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