Lead Cust Exp Specialist (North America Schedule)

We have an opportunity for a Lead Customer Experience Specialist (North America Schedule) to join us at Honeywell, in Bucharest, where you will be responsible with understanding and being familiar with all services that a customer has based on a Statement of Work (SOW - Contract) - creating the billing summaries and invoice templates for our customer portfolio.

This is a hybrid role, 3 days at the office and 2 days work from home model.

Key responsibilities

• Analyzing sales contracts in detail, checking the information regarding the trade/payment terms in order to create customer IDs and invoice templates
• Answer customer inquiries and effectively communicate the process and procedures for clear understanding
• Offering finance/billing support for multiple Management departments
• Additional processes regarding SAP input, EOM accruals and on the spot requests from empowered departments as C2C, Customer Care Advocates, etc
• Accurately enter invoices (DMRs) into CP/S system for fulfillment within a specified timeframe from receipt
• Keep Supervisor apprised of potential problems.
• Function as backup for another CSR’s when required.
• Creating the billing summary files and invoices, having them approved by the project management team, assisting with adjustments for billing
• Consistently monitor pending and open order requests to follow-up and resolve issues with inter-functional departments such as finance, product management and service teams
• Initiate escalation process for problem resolution or short turnaround timeframe requests
• Work closely with other departments, obtaining the needed support documents for the fulfillment of requests
• Attend additional department training as required by the Supervisor and/or Business Analyst.
• Complete understanding and direct involvement in meeting the department metrics.
• Assess accuracy of process documentation and propose corrections where applicable 
• Contribute to the continuous process improvement initiative
• Response time to requests, calls, or emails received from customers
• Correct management of escalations;
• Attend department training for continued learning and personal development; 
• Performing day-to-day (individual or team) activities as well as annual projects at a defined level of performance
• Proposing the audit criteria for the owned process, performing audit as required as per the internal QA procedures and Team Leader's assignment.
• Active participation in the development of the functional training materials for own process including assessment materials. Acting as 1st option as coach for owned process for all new hires in the team until they become fully autonomous (up to six months). Constantly offering operational support on the floor for the processes under own responsibility.
• Periodically reviewing the SOPs to ensure they are up to date and include all relevant business requirements.
• In charge of gathering team feedback for owned process in order to address any gaps and opportunities to streamline and improve it.
• Process all types of invoices (standard monthly invoices, credit requests and the afferent rebill, tax credits and more)
• Accurately and on time perform system updates: new customer set-up, customer amendment and change (including ship-to, bill-to, payer, etc., based on information received from partners)
• Support service sales efforts on any special projects as directed by service management
• Any other ad hoc requests from Team Leader/ Supervisor

Key skills and qualifications

• Bachelor's degree or equivalent in business related field 
• Minimum of 3 years previous work experience in a Customer Support / Order Management environment
• Advanced MS Office skills
• Fluent in English
• Financial understanding of the process including: billing, proforma requirements, credits 
• Working well under pressure and tight timelines
• Self-motivated with excellent assertive communication skills, positive and result oriented attitude
• Well organized with good time management, hands on approach
• Open minded, strong team player with positive outlook, customer oriented 
• Able to multi-task, prioritize and work independently as well as in a team environment
• Professional attitude at all times, good conflict management skills
• Excellent spoken and written problem solving skills
• Willing to work on a North America schedule

Our offer

• 3 days from office, 2 days from home hybrid work arrangement to support your work-life balance
• Competitive Salary regularly increased based on your performance
• Enjoy 25 vacation days per year, plus extra days off for life's special events
• We provide meal vouchers
• Flexible benefits basket with monthly budget allocated (top up medical insurance, life insurance, pension, vacation/ cultural/ fuel vouchers)
• Medical Insurance Plan paid by the company
• Christmas and Easter bonuses
• Recognition & referral bonus programs
• Comprehensive induction, ongoing training and development to set you up for success
• In-house and external learning platforms (Udemy) to continue to expand your skills
• Work experience opportunities to help you grow your career with us
• Global employee networks to help you connect and grow
• Employee Assistance Program - Free and confidential service to help with any difficulties regarding work, life and personal or family matters
• In case of unfortunate events, we support you by offering you free days and financial support (handled on a case by case basis) or Family financial aids
• Access Integrity line - Any workplace issues or violations that need to be raised in good faith, can be communicated in a safe, private and confidential environment
• Your family is growing while working at Honeywell? We congratulate you by offering special bonuses
• Frequent Employee Engagement activities fostering an inclusive and diverse work environment
• Fresh fruit days in the office

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Join us now and be part of a global team of thinkers, innovators, dreamers, and doers who make the things that make the future!

#TheFutureIsWhatWeMakeIt

#LiHybrid