Customer Support, Sr. Manager

Honeywell - Fort Mill, SC3.8

Full-timeEstimated: $91,000 - $130,000 a year
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Join a team recognized for leadership, innovation and diversity
There are over 550 Customer Support professionals, located in 65 locations globally, processing orders in excess of $3.1B annually for these businesses. The Customer Support Leader for the Americas, is responsible for the overall order management operation for the region, ensuring inquiries and orders are processed timely, accurately and with the utmost professionalism with the customer. Processes include: select pre-sales activity, order processing (EDI, fax, email and phone), ongoing management of the order, customer communication throughout the process and billing support as required. Performance against key metrics include: Net Satisfaction Score (NSS), Customer Effort Score (CES) and First Contact Resolution (FCR), quality and operating metrics which act as lead/lag indicators to the overall customer experience.
This role will report to the Global Customer Support Leader and will lead a team of 250 customer experience specialist processing hundreds of thousands of transactions annually.

Key Responsibilities:
Implementing the strategy and objectives of Honeywell Safety & Productivity Solutions customer experience performance and quality.
Managing the customer experience across the order-to-cash process
Contributing to the deployment planning and execution of strategic initiatives
Continuously improve processes to collect feedback from customers (solicited and unsolicited), to share and use with leadership and employees, in order to create an effortless customer experience.
Ensure the customer service team is staffed, trained and equipped with the right level of expertise to support the business objectives
Learn and share about leading practices and determining how they apply to improving customer experiences.
Participate in the development of Customer Support systems roadmap to reduce customer demand and drive to self-service across purchasing touch points.
Lead a team of customer support personnel in the error free execution of the order management processes.
Adopting and reporting on the vital few and meaningful metrics to drive improvement across the customer experience.
Help to develop the annual operating plan and establish a process to meet or exceed budgetary targets
Deploy transition projects
Continuous focus on year-over-year productivity actions/goals
Develop an MOS and Tier cadence in line with global and GBE expectations.
Initially this role will be based in Fort Mill, SC with the potential to move to the Greater Charlotte area in the near future.
Key Responsibilities
Implementing the strategy and objectives
Managing the customer experience
Contributing to the deployment planning and execution
Improve processes to collect feedback from customers
Lead a team of customer support personnel
YOU MUST HAVE
Bachelor's degree
Minimum 7 years leadership experience in progressively more responsible roles including customer facing and operational roles such as customer service, order management, technical support
Six Sigma Certification/Experience
WE VALUE
Black Belt/Lean Expert experience or training desirable although candidates with green belt certification will also be considered
Demonstrated ability to lead change initiatives and drive process excellence
Excellent written and verbal communication and presentation skills, including presentation planning and delivery skills
Strong project planning, organizational and management skills
Demonstrated ability to build, manage, energize and motivate high performing teams without direct reporting responsibility
Able to manage multiple priorities in a highly matrixed organization and to deal with cross-functional populations
Comprehensive knowledge of SAP, Salesforce.com, Call Center Telephony and digital transformations
Ability to drive change within peer group and with customer business teams resulting in a higher level of consistency across teams and an elimination of non-value added activities
Strong bias for action
Additional Information
JOB ID: HRD58872
Category: Customer/Product Support
Location: 9680 Old Bailes Rd, Fort Mill, SC 29707-7539 USA
Exempt