Job Description
The 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.
The CX specialist is 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.
Responsibilities:
Pre-Order Entry
Timely gather all relevant info to accurately respond to all customer queries
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)
Order Entry
Validation and order entry of customer purchase orders within defined target and quality
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 to customer specific requirements as well as internal stock availability
Set up, document and maintaining the order entry process for assigned customers
Backlog Management
Act as an active interface between customer and 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 to address customer requirements vs past due, blocked, incomplete orders and invoices, including system updates to reflect all order changes
Supports teams to ensure a smooth end of month/quarter closure activities
Continuous Improvement & Honeywell Operating System (HOS)
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, participates in current projects related to process improvements, task automation, process standardization and data update. Performs basic tasks and tests based on clear work instructions.
Transition support
Getting familiar with existing documentation (Value Stream Maps, Standard Operational Procedures (SOPs) Transition checklists, RASIC and other)
Actively takes part in shadowing during the visit at the sending site – reviews the documentation and compares it with the tasks that are being done, gathers customers specific requirements, identifies backlog
Participates in SAP, Salesforce, InContact and any other necessary system implementation.
Builds professional relationship with the counterparts and related functions.
Sharing the knowledge gathered during the Knowledge Transfer (KT) at sending site with the receiving team.
Process Maintenance and Training
Acts as delegate & escalation point on low complexity cases on team leader’s/ manager’s request
Supports end to end customer onboarding and operational training for new team members
Ensures customer experience improvement by engaging with the Customer Satisfaction detractors and providing input for action plan
Supports building a knowledge base library with customer/process specifics
Supports development and creation of functional training materials for the specific region
Periodically reviews the SOPs to capture all relevant business requirements as well as users’ feedback
as they serve as the primary customer contact for an assigned portfolio of
accounts they bring the customers, sales and business operations together.
The CX specialist is 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.
Responsibilities:
Pre-Order Entry
Timely gather all relevant info to accurately respond to all customer queries
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)
Order Entry
Validation and order entry of customer purchase orders within defined target and quality
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 to customer specific requirements as well as internal stock availability
Set up, document and maintaining the order entry process for assigned customers
Backlog Management
Act as an active interface between customer and 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 to address customer requirements vs past due, blocked, incomplete orders and invoices, including system updates to reflect all order changes
Supports teams to ensure a smooth end of month/quarter closure activities
Continuous Improvement & Honeywell Operating System (HOS)
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, participates in current projects related to process improvements, task automation, process standardization and data update. Performs basic tasks and tests based on clear work instructions.
Transition support
Getting familiar with existing documentation (Value Stream Maps, Standard Operational Procedures (SOPs) Transition checklists, RASIC and other)
Actively takes part in shadowing during the visit at the sending site – reviews the documentation and compares it with the tasks that are being done, gathers customers specific requirements, identifies backlog
Participates in SAP, Salesforce, InContact and any other necessary system implementation.
Builds professional relationship with the counterparts and related functions.
Sharing the knowledge gathered during the Knowledge Transfer (KT) at sending site with the receiving team.
Process Maintenance and Training
Acts as delegate & escalation point on low complexity cases on team leader’s/ manager’s request
Supports end to end customer onboarding and operational training for new team members
Ensures customer experience improvement by engaging with the Customer Satisfaction detractors and providing input for action plan
Supports building a knowledge base library with customer/process specifics
Supports development and creation of functional training materials for the specific region
Periodically reviews the SOPs to capture all relevant business requirements as well as users’ feedback
💡 Quick Summary
Seeking a career-building opportunity? The Cust Exp Specialist position is now open for candidates interested in the Customer Care sector. This role in Pune offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Customer Care is a plus.