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1.       Job Details


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.


2.       Principal Responsibilities


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 customer specific requirements as well as internal stock availability

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


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.

  Communicates proactively with the customer, providing relevant information to potential delays, relevant status updates on open backlog

  Performs regular backlog management activities and reporting 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, defective items, damaged 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 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

  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.


Transition support

  Getting familiar 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.

  Builds professional relationship with the counterparts and related functions.

  Sharing the knowledge gathered during the KT at sending site with the receiving team.



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 delegate & escalation point on complex cases on supervisors’ request

  Supports the quality auditing process for the team, identifying root causes, proposing corrective actions and following through implementation

  Supports the tier meetings ensuring 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


3. Requirements:

Bachelor’s degree (or equivalent experience)

  Business fluent in written and spoken French & English

  3+ years Customer Support and/or equivalent in supply chain / order management / OtC related experience

  Strong knowledge/experience with CRM/ERP system business processes

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

4. Skills: 

  Process documentation skills

  Six sigma knowledge is a plus

  Specialist user level for SAP, SFDC, InContact and/or other CRM/ERP tools

  Customer tools/portals knowledge as required by portfolio

  Incoterms & special Trade and Compliance knowledge including applicability and exceptions for own portfolio is a plus

  Financial understanding of the OTC process is a plus

  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

  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

Self-motivated with assertive communication skills, positive 

Additional Information

  • JOB ID: HRD164041
  • 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.