• Successful and timely booking and lifecycle handling of all product orders – order to post delivery process execution (order entry, expediting orders, change orders, returns, order status, invoicing)
• Working through our CRM too (Salesforce) to meet all the KPIs assigned to the role (time to close, quality, case closure rate, customer satisfaction scores ASAT and CSAT, etc.)
• Work within guidelines of Global policies and processes
• Serve as the primary customer contact for your assigned portfolio of accounts and ensure all customer needs and expectations are met.
• You will communicate with other departments such as ISC, Regional Sales Managers, Product Managers, etc., to resolve customer issues. You will support order processing including order entry, expediting orders, change orders, returns, monitoring order status and resolving discrepancies.

Working with continuous improvement mindset, propose and work collaboratively to deliver process improvements and operational efficiencies ideas

• Passionate about customer experience , with a professional, assured telephone manner and a confident personality
• Self-motivated with excellent communication skills
• Ability to build relationships quickly and use this skill to ensure customers get exceptional service
• Must be well organized, self-motivated and professional
• Strong team player with positive outlook
• Has a hands-on approach
• An ability to take initiative and work with limited direction
• A proficient understanding of the principles and best practices in (customer service)
• Excellent team and communication skills
• An ability to take initiative and work with limited direction
• An ability to influence across a broader organization
• Experience with SAP, Customer Portals, Oracle, Excel, integrated reporting systems
• Significant experience in a Customer experience environment
• Bachelor’s Degree,
• Experience working in a multi discipline team
• Ensure good document control
• Order entry, shipping and invoicing
• Identify, investigate, and resolve customer issues using the database/ERP system, including complaint registration and follow-up in SF.com
• Follow-up on outstanding customer inquires
• Identifies process deviations or exceptions and drives to standardization, working with transformation and opex team, business and any other stakeholders involved in the process, to eliminate waste, simplify or fix a process, focusing on Customer experience and internal HON requirements
• Foster strong and effective relationships with internal and external customers
• Assist customers effectively by solving customer disputes
• Working independently between the business leadership and other functions and organizations as necessary to complete objectives
• Business Relationships: Maintain high level of knowledge of the marketplace, technology and application trends. Represent the Pole to the Global GCC Leadership; Solicit resource support and gain acceptance of GCC practices within the Pole.