Senior Customer Relationship Professional (German Speaker)

Job Description

As a Senior Customer Relationship Professional at Honeywell Building Technologies, you will be responsible for providing exceptional customer service and support to contribute to customer retention and revenue growth. In this role, you will impact the company by building and maintaining strong customer relationships, driving customer satisfaction and loyalty, and identifying opportunities for upselling and cross-selling. Additionally, as part of your duties, you will also be a responsible for being the main point of contact for complex top customer-related queries and a Subject Matter Expert on process issues by identifying process gaps.

As an Cust Relationship Professional you will support other Customer Relationship Representatives to ensure all customer needs and expectations are met. Furthermore, you will provide trainings and assistance to team members in operational matters and support escalations. You will act as the process expert and point of contact for the assigned processes and areas, running reports and analysis for the team. You will also be responsible to help the Supervisor as the main back-up & process backup and expert, sharing the knowledge following SOPs and standard work, process, and business updates.

Responsibilities

• Team support
  • Ensure all customer needs and expectations are met to ensure the business continuity
  • Maintain a partnership with leading teams in the European countries
  • Support all users & stakeholders to ensure outstanding customer support, escalation point on various cases
  • Ensuring end to end customer onboarding and operational training for new team members
  • Supporting the tier meetings to monitor progress across multi-functional areas, taking real time corrective actions to meet KPI's
• Building and maintaining partnership with clients & stakeholders
  • Building and maintaining partnership with the business stakeholders on operations and priorities; acting as the contact point for the stakeholders in terms of: escalation, cross SBG projects/initiatives
  • Supporting the revenue maximization by identifying continuous improvement approach for up & cross selling
  • Building a professional relationship with the counterparts and related functions with a strong focus on relationships with customers to prevent their retention.
  • Working with internal Customer Experience Teams to ensure seamless customer onboarding and provide ongoing support
  • Getting familiar with existing documentation and managing the existing documentation as well as keeping it up to date. Identification of blind spots and potential risks
  • Actively taking part in shadowing during the customer visits - reviewing the documentation and comparing it with the tasks that are being done, gathering customers specific requirements, identifying backlog, opportunities for support
  • Supporting necessary system implementation and use on client's end.
  • Attending face to face meetings with clients.
• Alignment and standardization
  • Supporting / leading / conducting projects in the field of standardization and improvement according to the established performance level/SLA
• Continuous improvement, Transformational Projects, Process maintenance
  • Actively contributing to improve and drive the Honeywell Operating System (HOS) methodology. Ensuring quality standards and process compliance in day-to-day activities
  • Highlighting process deviations or exceptions, ensuring best practice sharing and initiates process improvement opportunities where required focusing on Kaizen / Agile methodologies
  • Driving process and customer improvement opportunities across teams using advanced analytics capabilities and ensures relevant changes are implemented/monitored
  • Supports communication and management of change

Qualifications

• Bachelor's degree (or equivalent experience)
• Business fluent in written and spoken English and German
• Min. 2 years of Customer Support and/or equivalent in supply chain / order management / OtC / sales/ logistics related experience
• Strong knowledge/experience with CRM/ERP system business processes (SAP is required)
• High level of MS office skills (Excel, Word, Outlook, PowerPoint, Teams)
• Excellent written and spoken communication skills (f2f, phone, E-mail)
• Ability to build relationships and networks
• Strong team player with the ability to take ownership and follow-through

Our offer:

• State-of-the-art office with parking, chill-out areas, bicycle stands, showers and probably the best coffee in town
• Fruits bowls and sports activities to support your health and well-being
• Daily paid break - 30 mins and flexible working hours
• Hybrid work arrangement to support your work-life balance (3 days office, 2 days remotely)
• Competitive Salary regularly increased based on your performance
• Flexible benefits basket with monthly budget allocated (medical insurance, life insurance, Multisport Card)
• Generali Insurance (Accident Insurance)
• Referrals bonuses for all open jobs and recognition programs
• Comprehensive induction, ongoing training and development to set you up for success
• In-house and external learning platforms supporting development opportunities
• Work experience opportunities to help you grow your career with us
• Global employee networks to help you connect and grow
• Employee Assistance Program - Free and confidential service to help with any difficulties regarding work, life and personal or family matters

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Join us now and be part of a global team of thinkers, innovators, dreamers, and doers who make the things that make the future!

#TheFutureIsWhatWeMakeIt

About Us

Honeywell helps organizations solve the world's most complex challenges in automation, the future of aviation and energy transition. As a trusted partner, we provide actionable solutions and innovation through our Aerospace Technologies, Building Automation, Energy and Sustainability Solutions, and Industrial Automation business segments - powered by our Honeywell Forge software - that help make the world smarter, safer and more sustainable.