Experience Customer Experience Professional

Join a team recognized for leadership, innovation and diversity

THE FUTURE IS WHAT WE MAKE IT

Exp Cust Exp Professional
Kuala Lumpur

Honeywell offers employees the opportunity to work on the world’s most exciting projects, transforming the cities we live in, the buildings where we work, and the vehicles that move us. We are currently seeking an Exp Cust Exp Professional to join our BA BHQ team in our Kuala Lumpur office. Reporting to the Sr Cust Exp Supervisor your focus will be ambassador for customer.

Key Responsibilities:

• You hold a key role in coordinating and providing support to order management customer services tasks, responsible for end-to-end order processing in SAP (such as order entry, administration, shipping, invoicing).
• Receiving orders and scrutiny of the PO.
• Checking Price approval.
• Accurately process customers’ orders & Order Booking in SAP.
• Provide orders confirmation to sales team & customers.
• Sharing Performa invoice with Sales and Customer for making the payment if any.
• Generating pick slip and sharing with 3rd party logistics.
• Work with procurement department to determine ETA for any order items not in stock.
• Communicate with customers on discrepancies, order conflicts, and shipping delays.
• Process Return Merchandise Authorizations (RMA). Resolve shipping-errors/rejects/damages of orders, process warranty requests.
• Generating Debit Note and Credit etc.
• Work on Open Order Report’s order status and ETA with Sales/ Customer.
• Create quotations in SAP.
• Convert an order from a quote to a sales order in company’s ERP system and ensure completeness and accuracy.
• Process PO changes as required.
• Identifying and correcting transactional order issues.
• Work closely with supply counterpart to maximize customers’ order fulfilment.
• Manage and respond to issues pertaining to order related queries (Email, Chat & Call).
• Coordinate with other teams/departments to resolve customer issues, follow-up and make sure close loop to all escalations.
• Host and/or attend any regularly scheduled or ad-hoc meetings with the customer and/or sales team.
• Actively participate in continuous improvement efforts in processes. Provide feedback and suggestions for continuous improvement of customer service operations.
• May be required to perform additional duties, ad-hoc projects and responsibilities as assigned by management.
• Must have the ability to work beyond the standard workday schedule to meet customer or business requirements, on an as needed basis.
• Maintains and accurately update customer’s enquiry, problem, and resolution into the case management system (Salesforce).
• Following Honeywell policies and legal policies.

Requirement

• Diploma in Business, Supply Chain or equivalent practical experience are welcome to apply.
• Fresh graduates from university with quick learning capability and high potential are welcome to apply.
• Excellent verbal, written and interpersonal communication skills and telephone etiquette.
• Eager to learn, initiative taker and problem-solver.
• Proactive and continuous improvement attitude.
• High problem solving and priority skills.
• Thrives in fast and dynamic environments.
• Ability to work under high pressure.
• Must be customer service and result oriented.
• Knowledge of Order management tools, SAP & CRM application Salesforce (SFDC) is a plus.
• Proficiency in Microsoft Office, especially Excel.
• Able to work during public holiday.
• Willingness to work beyond the standard working hours.
• Support Pacific customers.
• Functional Knowledge of Operations, Inventory management, Strong Customer Relationship.
• Added advantages if have experience in Contact Centre environment handling inbound calls, emails and live chats.

About Us
The world is changing. And it’s a familiar story at Honeywell. Our $36 billion business was founded on a legacy of firsts spanning 130 years. We’re building a safer, smarter, and more sustainable world through our technology and software across each of our 930 sites globally. Our impact is seen in every shape and size around the world. Our solutions are felt daily in aerospace, buildings and cities, retail, chemicals and materials, safety, industrial and manufacturing, safety, and supply chains.

Discover More
At Honeywell, we make a lot of incredible things. But most importantly, we make the future, and are looking for people to join our team global team of future shapers. There’s a lot more available for you to discover. Our solutions, our case studies, our #futureshapers, and so much more. Learn more at careers.honeywell.com/us/en/

When you join Honeywell, you become a member of our performance culture comprised of diverse leaders, thinkers, innovators, dreamers and doers who are changing the future. Our people are committed to each other and to the realisation of our vision through their unique job functions. Our businesses embrace the challenges of innovation so that we define the future. And our global opportunities are endless for you to grow and get recognised for your passion to perform.

Honeywell is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status.
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Additional Information

• JOB ID: HRD239728
• Category: Customer Experience
• Relocation Tier: Not Applicable
• Security Clearance:
• Aviation Authority (FAA for US):
• Band: 03
• Referral Bonus: 2000
• Requisition Type: Standard Requisition
• US Citizenship:
• FLSA Statement:
• FLSA CODE: Nonexempt

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