Join a team recognized for leadership, innovation and diversitySuccessfully manage a Customer Care team for order fulfillment processes including booking customer PO in SAP, order management, maintaining excellent relationships with customer/business leaders. Manage the performance of team individuals. Continuously improve procedures and processes to deliver "best in class" customer service and order management fulfillment.
Key ResponsibilitiesAssist in the setup of successful OTC functional teams.Lead the delivery of a standard, effective and efficient centralized OTC administration model to support the products business.Establish relationships with key stakeholders in the business.Work closely with all relevant departments including sales, logistics, operations and supply chain to ensure standard, effective and efficient processes.Work within guidelines of Global policies and processes, utilizing a COE and local office support model to maximize productivity.Coach functional players to the organization requirements and provide leadership about critical tasks and potential areas of opportunity.Lead and manage a team of 30+ CSR (and 4+ direct reports – Team Leaders).Support the staffing process of the team.Set and achieve Customer Service department goals and results and ensure adherence to organizational procedures, policies, and systems.Drive the GCC transformation by adhering to the Honeywell Policies, Digitalization and standardization initiatives.Assign and direct the workflow to ensure excellent service is delivered through appropriate staff planning and scheduling.Establish and maintain quality and quantity standards by developing and ensuring compliance with all customer service and process standards through reviews, observation audits and reports.Provide direct and timely feedback to all staff on the results to ensure smooth two-way interfaces.Analyze statistics & other data to determine the level of customer service provided and provide reporting of key performance indicators.Perform any other reasonable tasks aimed at improving quality and service delivery within the Company.Be responsible for all aspects of the day-to-day, tactical & strategic operations of the site.Direct all aspects of administration and productivity.Ensure all employees have a safe work environment.Be involved in & support of ERP CP/S deployment and enhancements.WE VALUEBachelor's degree (or equivalent experience) in a related discipline plus 4 to 7 years directly related experience, 3 years of which must have been in a responsible leadership position.Leadership experience and team building skills.Solid and clear communication skills at all levels in Spanish and English.WE VALUE Experience in a multi-disciplinary team.Experience in reviewing and redesigning processes.Good understanding and operational experience to drive a One-Honeywell approach.Ability to create a work environment which encourages & recognizes individuals, developing high performing teams through leadership & example.Advanced level of verbal and written communication skills, conflict resolution abilities and group facilitation skills.Ability to focus on delivery of excellent customer support and service whilst working under diverse pressures.Ability to interact with a wide variety of customers (internal and external) at various levels and in various countries.Ability to prioritize actions, mobilize and orchestrate resources to get things done timely and effectively.Ability to understand customer requirements and priorities to make the right business decisions.Sound judgment, problem solving & appropriate decisiveness.Additional InformationJOB ID: req459020Category: Customer ExperienceLocation: Av. Santa Fe No 94, Torre "A" piso 1, Mexico City, CIUDAD DE MEXICO, 01210, MexicoExempt
#J-18808-Ljbffr