Customer Experience Professional

THE FUTURE IS WHAT WE MAKE IT

Senior Customer Experience Professional - Customer Service (THAI SPEAKER)

Kuala Lumpur, Malaysia

As an Experienced Customer Experience Professional here at Honeywell, you will serve as the primary customer contact for your assigned portfolio of accounts and ensure all customer needs and expectations are met. You will respond to inbound customer calls and emails regarding order inquiries such as ship dates, problems, order changes, repairs, and RMAs. You will communicate with other departments such as Technical Support, Logistics, Manufacturing, Regional Sales Managers, and Product Managers to resolve customer issues. You will process orders including order entry, expediting orders, change orders, returns, monitoring order status, and resolving discrepancies. You will act as a change agent and look for ways to improve Customer Care processes.

You will report directly to our Senior Customer Experience Supervisor and you’ll work out of our Kuala Lumpur, Malaysia location on an On-site work schedule.

In this role, you will impact customer satisfaction and operational excellence by ensuring timely and accurate order processing, effective communication across departments, and continuous process improvements that enhance the overall customer experience.

KEY RESPONSIBILITIES

· Responsible for the complex analysis of errors in case of non-fulfillment of performance indicators, using specific methods (RCA / Corrective action) and implementing action plans to avoid recurrence

· Responsible for issuing and analyzing complex reporting requests upon request

· Act as project manager to ensure the implementation of process improvement projects

· Understand and act according to quality management procedures, closely connected with standard operational procedures

· Ensure operational activities comply with globally agreed processes and quality standards

· Ensure end-to-end customer onboarding and operational training for new team members, including digital onboarding

· Perform regular backlog management activities to address customer requirements versus past due, blocked, incomplete orders and invoices, including system updates to reflect all order changes

BENEFITS OF WORKING FOR HONEYWELL

· Benefits – Medical, Vision, Dental, Mental Health

· Paid Vacation

· Career Growth

· Professional Development

YOU MUST HAVE

· 2+ years customer service experience

· Customer Support and/or equivalent experience in supply chain/order management/Order to Cash related roles