What are the responsibilities and job description for the Customer Experience Specialist position at honeywell?
UTC Climate, Controls and Security is a leading provider of heating, ventilating, air conditioning and refrigeration systems, building controls and automation, and fire and security systems leading to safer, smarter, sustainable and high-performance buildings. UTC Climate, Controls and Security is a unit of United Technologies Corp., a leading provider to the aerospace and building systems industries worldwide.
The Customer Service Representative is responsible for providing world-class support to customers in order to fulfill their needs and inquiries regarding products, services and customer processes. Provide customer support via telephone and email to customers. Work to retain and encourage increased business from customers by efficiently and courteously satisfying the customer’s needs on an ongoing basis. In this role, you will work out of our Salem, OR location and report to our Customer Experience Supervisor.
KEY RESPONSIBILITIES
- Manage customer inquiries: respond to customer inquiries via telephone, internet, email, and/or fax to fully resolve customer questions and issues related to orders, Return Material Authorizations (RMA’s), product availability, pricing, etc. including providing status updates, order follow-up, and delivery updates
- Process orders and RMA requests in Oracle
- Enter new sales orders into billing system (Oracle); Order replacement products and RMA requests, and track shipment of those products. Place follow-up calls to ensure customer satisfaction
- Maintain customer data to ensure customer information is accurate and up-to-date
- Handle inquiries in a timely and effective manner, while projecting a courteous and professional image
- Train and mentor: may orient, train, and mentor other employees
- Maintain a high level accuracy with respect to data entry activities
- Manage and maintain the phone and email queues to meet customer support goals and response-time metrics
- Follow pre-defined procedures to identify, evaluate, solve and escalate customer issues
- Follow and maintain quality standards for process improvement
- Drive continuous improvement to the customer service process and tools
- Generate product replacement and new orders and invoicing or warranty service and notify boards, hotel management/owners/operators, and/or property management services of those replacements/orders
- Provide prospective and current customers information regarding product functionality, application and pricing through both written and verbal (by phone) communication
- Assist customers with product failure and return processing issues
- Aid in the facilitation of the order fulfillment process by notifying customers of back-order situations, processing expedited orders, tracking orders, and other follow-up functions for shipping or order fulfillment
- Apply established customer satisfaction skills to resolve issues with end users and create a positive image
- Follow call-handling procedures to assure uniform support within the goals of the department
BENEFITS OF WORKING FOR HONEYWELL
In addition to a competitive salary, leading-edge work, and developing solutions side-by-side with dedicated experts in their fields, Honeywell employees are eligible for a comprehensive benefits package. This package includes employer subsidized Medical, Dental, Vision, and Life Insurance; Short-Term and Long-Term Disability; 401(k) match, Flexible Spending Accounts, Health Savings Accounts, EAP, and Educational Assistance; Parental Leave, Paid Time Off (for vacation, personal business, sick time, and parental leave), and 12 Paid Holidays.
The application period for the job is estimated to be 40 days from the job posting date; however, this may be shortened or extended depending on business needs and the availability of qualified candidates.
