Lead Cust Exp Specialist

We have an opportunity for a Lead Customer Experience Specialist to join us at Honeywell, in Katowice , where you will you will be the primary customer contact for an assigned portfolio of accounts they bring the customers, sales and business operations together. The Lead Customer Experience Specialist will be responsible for commercial and operational activities as part of the Order-To-Cash process: i.e. validation and booking of customer orders, managing order changes, providing status updates, managing physical & financial claims with a strong alignment with all relevant internal functions as part of the end-to end customer experience. This is a hybrid role, 3 days at the office and 2 days work from home model. Key responsibilities

Timely gather all relevant info to accurately respond to all customer queries related to: product availability, stock levels, list prices where applicable (awareness of confidentiality constraints), lead times, minimum order quantity and/or value Accurately and on time perform system updates: new customer set-up, customer amendment and change (including ship-to, bill-to, payer, direct/indirect customer etc., based on information received from sales) Other customer special requirements related to GBE/market Validation and order entry of customer purchase orders within defined target Ensures timely resolution of all potential roadblocks preventing order processing flowing seamlessly to fulfilment (price discrepancy, credit holds, material exclusion etc) Covers order scheduling according customer specific requirements as well as internal stock availability Set up, document and maintaining the order entry process for assigned customers Act as an active interface between customer, ISC, Logistics, Transportation, Finance and Sales to meet customer expectations, improve the end to end cycle where possible as well as maximize revenue Constantly facilitates removal / mitigation of roadblocks by proactively involving all parties to solve any issues that might arise between order entry and invoicing. Communicates proactively with the customer, providing relevant information to potential delays, relevant status updates on open backlog Performs regular backlog management activities and reporting to address customer requirements vs past due, blocked, incomplete orders and invoices, including system updates to reflect all order changes Supports revenue maximization activities (pull-in’s, drop ship, expedite requests) and partners with the demand & forecasting teams to ensure a smooth end of month/quarter closure activities Supports all customer disputes regarding standard return transactions, defective items, damaged shipments and ensures fast resolution in collaboration with other internal departments Ensures accurate reporting on any physical complaints as per the internal process and monitors closure in line with customer expectation Ensures accurate processing of performance rebates for all major distribution and platinum accounts Acts within defined targets on all financial claims received from customer / Credit and Collection department by validating and performing financial corrections on disputed invoices Applies HOS methodology, quality standards and process compliance in day to day activities Highlights process deviations or exceptions, ensures best practice sharing and initiates process improvement opportunities where required Based on business requirements, leads CX support of current projects related to process improvements, task automation, process standardization and data update. Provides inputs and serves as a POC for UAT when needed. Getting familiar and managing the existing documentation as well as keeping it up to date (Value Stream Maps, SOPs, Transition checklists, RASIC and other). Identification of blind spots and potential risks. Supports Supervisor in transition planning which includes i.e. preparation of the KT agenda, introduction to