Design solutions to drive safe living and quality of life

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

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


Principal Responsibilities

Pre- order & Order Entry 

·         Timely gather all relevant info to accurately respond to all customer queries 

·         Validation and order entry of customer purchase orders within defined target

·         Set up, document and maintaining the order entry process for assigned customer

Backlog Management

·         Act as an active interface between customer, 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.

·         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, defective items, damaged shipments and ensures fast resolution in collaboration with other internal departments

·         Ensures accurate processing of performance rebates for all major distribution and platinum accounts

·         Acts within defined targets on all financial claims received from customer / Credit and Collection department by validating and performing financial corrections on disputed invoices

Continuous Improvement & 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

Transition support

·         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.

·         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.

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

·         Drives process and customer improvement opportunities across teams using advanced analytics capabilities and ensures relevant changes are implemented/monitored 


·         Bachelor’s degree (or equivalent experience)

·         Business fluent in written and spoken English + Turkish

·         3+ years Customer Support experience

·         Strong knowledge/experience with CRM/ERP system business processes 

·         High level of MS office skills (Excel, Word, Outlook, PowerPoint)


·         Process documentation skills

·         Six sigma knowledge

·         Specialist user level for SAP, SFDC

·         Operational knowledge of SharePoint based tools, 

·         Customer tools/portals knowledge as required by portfolio

·         Incoterms & special Trade and Compliance knowledge including applicability and exceptions for own portfolio

·         High level of customer orientation

·         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

·         Demonstrated solution-oriented, pro-active “can do” attitude, Willingness and ability to work under own initiative

About Honeywell

              Honeywell is a $40 billion diversified Fortune 100 leader with more than 131,000 employees in 100 countries around the world.  Our core businesses – Aerospace, Building Technologies, Safety and Productivity Solutions and Performance Materials and Technologies – are leaders in their respective industries, driving solutions that make people’s lives better every day. Chances are that there are Honeywell products all around you right now.

Additional Information

  • JOB ID: HRD120681
  • Category: Customer Experience
  • Location: Zelazna 4,Katowice,SLASKIE,Poland
  • Nonexempt
Customer Experience (GLOBAL)


Honeywell Technology Solutions Inc. (HTSI) offers world-class competencies in management, space systems and services, engineering, logistics, information technology and testing and calibration. We provide value, expertise, competitive pricing and the highest quality standards available. Our customers can expect proven leadership processes, technical excellence and cost management. We offer more than just connections…we offer solutions.