Customer Experience Professional - Administration - ANZ

The Programme

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 Experienced Customer Experience Professional to join our Building Automation team in our Kuala Lumpur office.   
 
Reporting to the Lead Customer Experience Supervisor, your focus will be ambassador for customer.  
 
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 (e.g. order entry, administration, shipping, invoicing).

What You Will Do

• Support customers in the Pacific region (Australia, New Zealand). 
• Receiving orders and scrutiny of the purchase order (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 the 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. 
• Maintains and accurately update customer’s enquiry, problem, and resolution into the case management system (Salesforce) 
• Following Honeywell policies and legal policies.

Required Skills and Abilities

• Diploma in Business Administration, Logistics, Supply Chain or equivalent. 
• Fresh graduates from university with relevant major of studies and quick learning capability are welcome to apply. 
• Functional Knowledge of Operations, Inventory management, Strong Customer Relationship. 
• Proficiency in Microsoft Office, especially Excel. 
• Able to provide support on public holidays. 
• Willingness to work beyond the standard workday schedule to meet customer or business requirements, on an as needed basis. 
• Excellent verbal, written and interpersonal communication skills and telephone etiquette. 
• Eager to learn, initiative taker and problem-solver. 
• Possess customer service and result oriented mindset

WE VALUE

• Knowledge of Order management tools, SAP & CRM application Salesforce (SFDC). 
• Experience in Contact Centre environment handling inbound calls, emails and live chats. 
• Proactive and continuous improvement attitude. 
• High problem solving and priority skills. 
• Thrives in fast and dynamic environments. 
• Ability to work under high pressure.

Start your career by making an impact and real connections with some of the most meaningful challenges around.  
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.

Make the Best of You. 
 
Working at Honeywell is not just creating incredible things. You will have the opportunity to work with our talented and friendly team of professionals and be part of a global team of future shapers. 
 
Join Us and Make an Impact.

About Us: 
 
Honeywell is a Fortune 100 company that invents and manufactures technologies to address tough challenges linked to global macrotrends such as safety, security, and energy.  
 
With approximately 110,000 employees worldwide, including more than 19,000 engineers and scientists, we have an unrelenting focus on quality, delivery, value, and technology in everything we make and do.