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Customer Experience Professional - Phoenix Arizona
Company: Honeywell
Location: Phoenix, Arizona
Posted On: 05/18/2024
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. More...
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