Customer Experience Supervisor

Job Description

1.Job DetailsThe Customer Support Organization has an important role to play as they serve as the primary customer contact for an assigned portfolio of accounts, they bring the customers, sales and business operations together.They are 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.Customer Experience Supervisor leads a teamof Customer Service Representatives to ensure all customer needs and expectations are met.Key areas:people managementof direct employees, maintaining a partnership with leading teams in the European countries relevant to the Centre, aligning Centre teams withbehavior, standards and results (by conducting projects in the field of standardization and improvement involving more teams), fulfilling a mentor role forHUBstaff.Customer Experience Supervisor manages the team as well as individuals and enables them to develop through the implementation of standardizations processes,2.Principal ResponsibilitiesTeam Organization & ManagementLeads a team of customer service representatives to ensure all customer needs and expectations are metPlans for having the right resources for business continuityMonitors and intervenes for timely assignment of tasks in order to ensure processing based on agreed SLAFulfillment of the daily activities (individuals or team activities), as well as the annual projects, according to the established performance level/SLABuilding and maintaining partnership with stakeholdersBuilds and maintains partnership with the business stakeholders on operations and priorities; acts as the contact point for the stakeholdersOrganize and present in MOR meetings own teams KPIs. Assumes ownership and drive implementation of actions resulted from the meetings for the teamsAlignment and standardizationContributes to and supports the implementation of Global and Regional standardization (eg. Conexiom) and alignment strategies, ensuring Customer experience and efficiency are prioritiesMOS (Management Operating System)and Continuous improvementActively contributes to establishing the MOS and its implementation in the team. Monitors results, identifies issues and creates/executes plans to address issuesApplies HOS methodology, quality standards and process compliance in day-to-day activitiesHighlights process deviations or exceptions, ensures best practice sharing and initiates process improvement opportunities where requiredResponsible for kaizen process for the teamContributes in an active way to the continuous improvement of CX department or company?s performance; identifies constantly the opportunities of improvement for own activity and department?s activities (Kaizen ideas in accordance with the objectives of the company) and through coaching techniquesParticipation to internal audit, third party, corporate, second party (clients, certification)Performs Gemba walks/5S audits/SOS audits/LSW audits, identifies nonconformitiesTeam and Individual Performance ManagementHelps create and review periodically the job descriptions for direct reportsParticipates in the recruitment and selection process for hiring staffDevelops people under direct supervision as well as the other team members throughs stretch assignments, trainings, workshops and coachingWorks together with HR and Snr SV to actively support and execute initiatives for retention, motivation and engagementSets targets for each direct reportand ensures the target completionEnsures accurate data maintenance in HR Direct (open requisitions, terminations, transfers)Approves Bravo awards, as well as disciplinary actions or termination initiationIdentifies training needs, as well as the induction program for new hiresSets development plans (technical &behavioral) for his own reports, ensures succession planningConducts annual performance assessment of direct reports, based on individual targets in HPD and HoneywellbehaviorsConducts regular 1:1 with direct reportsFollows the implementation and compliance with internal regulations and rules of health and safetyOrganizes department resources, based on organizations needs and legal provisions regarding vacation planning, overtime, unpaid leaveetcDrives preventive actions to reduce attrition impact in departmentCommunication and reportingUtilisesLSWdailyandrevisesitscontent on aquarterlybasisParticipatesinallthemeetingswhicharenecessaryforthisposition(dailyTiermeetingslevel1,2and/orweekly/monthlymeetings, etc.)Centralizesmonthlydataregardingtheir team?s planningandachievementsMeasuresandreportsdailytheir team?sperformanceHealth, security, environment, emergency situationsMonitorsandmakessuretheHSErulesandinternalregulationsarefollowedbydirectreportsResponsiblefortheimplementationof HSE legalandcorporaterequirements, onmanagedprocesses.ParticipatesinidentifyingandassessingrisksandenvironmentalaspectsEstablishestechnicalsanitaryandorganizationalHSEmeasures, for directreportsEnsuresworkinstructionsarecreated(includingHSEinstructions), forthejobstheymanagr,takingintoaccountexistingHSErisksEnsurethatreportshavethenecessaryauthorizationsandtrainingsandtheyaremedicallyfit forthejobManagestheimplementationoftheevacuationplan foritsareaof responsibilityImmediately informs the manager about any work situation which has reason to consider it a threat to the safety and health of workers, as well as any deficiency of protection systemsFollows the legislation in the field of health and safety at workKey performance indicatorsPerformsdailyactivitiesrelatedto theareasofresponsibility,accordingto the performancelevelestablishedandregularlymonitoredbyinternalmanagement tools (egTier/ Weekly /Monthly)Monthlyteamutilizationwithinestablishedrange (min. 83%)Performanceindicators,basedon HPD goals-Reachesthe performance goals set up by managerthroughHPD system;ReachesCXorganizationgoalsestablishedatthebeginningofeachyearor onrequestfollowingorganizationalchangesManages workforce and makes sure staff is allocatedaccording to workloadforecast and planindepartmentEnsures cross-training is enrolled as per developed planin departmentActs inaccordancewith Honeywellbehaviours- be aZelotforgrowth, BeCommitted,ThinkBig ?ThenmakeitHappen, Act withUrgency, InspireGreatnessWorking relationships-Internally, in Honeywell and externally, with customers, suppliers, authorities etc.InternalDirector Customer Experience, Senior Customer Experience Supervisor, Customer Experience Supervisor, Senior CustomerExperienceSpecialist, Lead Customer ExperienceSpecialist, Customer Experience ProfessionalAdminlocalteam leaders and teammembersfrom Europe, Americas,APAC and METAFSL, FSS,technicians, project managers, salesrepresentativesand sales leadersProcurement and Supply teamFinance teamWorking capital teamHRAnalytics and reporting teamsExternal? only at request of direct managerwithCustomers and suppliers of Honeywell

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