Senior Customer Experience Specialist with English (m/f/d)

As a Senior Customer Experience Specialist with English at Honeywell, in Katowice , you will be responsible for commercial and operational activities as part of the Order-To-Cash (OtC) 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. This is a hybrid role, 3 days at the office + 2 days work from home model. Honeywell We have been innovating for more than 100 years and now we’re creating what’s next. Our programs serve a global community and our hometowns too. We provide resources and financial support to causes around the world and encourage employee volunteerism. We are committed to the highest standard in everything we do! Key Responsibilities 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) Validation and order entry of customer purchase orders within defined target and quality 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 to customer specific requirements as well as internal stock availability Set up, document and maintaining the order entry process for assigned customers Communicates proactively with the customer, providing relevant information to potential delays, relevant status updates on open backlog Performs regular backlog management activities to address customer requirements vs past due, blocked, incomplete orders and invoices, including system updates to reflect all order changes Supports all customer disputes regarding standard return transactions, short 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 Transition support Getting familiar with existing documentation (Value Stream Maps, Standard Operational Procedures (SOPs,), Transition checklists, RASIC and other) 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 Qualifications: High School Diploma required Business fluent in written and spoken English (plus additional European languages based on market destination) 2+ years Customer Support and/or equivalent in supply chain / order management / OtC related experience Knowledge/experience with CRM/SAP and understanding CRM/ERP system business processes Intermediate level of MS office skills (Excel, Word, Outlook, PowerPoint) We value: (Skills, nice to have) Process documentation skills User level for SAP, SFDC or similar ERP/CRM tools Operational knowledge of SharePoint based tools, Experience with Customer tools/portals perceived as a plus Incoterms & special Trade and Compliance knowledge Financial understanding of the Order To Cash process including: VAT, billing, proforma requirements, credits 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 We offer: 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