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Empleo de Customer Service Manager
Honeywell en Ciudad de México - DF

Descripción del puesto de trabajo

Customer Service Manager

The Customer Service Manager will successfully lead a Customer Shared Services (CSS) Center to deliver Center of Excellence (COE) administration support for the Projects & Services business across the Americas.

The CSS will have 3 teams – Contract, Project and Spot Administration. Each team will be headed up by a Team Leader who typically will have 15-20+ administration support staff reporting to him/her.

The COE Manager will be a champion for continuous improvement through the ongoing review of processes and controls in order to deliver ‘best in class’ customer service and order management fulfilment.

*Key Deliverables: *

  • Lead the delivery of a standard, effective and efficient centralised COE administration model to support the Projects & Services business across the Americas
  • Establish relationships with key stakeholders in the business to ensure support of the CSS
  • Work closely with all relevant departments including sales, procurement, operations and supply chain to ensure standard, effective and efficient processes
  • Work within guidelines of Global policies and processes, utilization of local office and COE support model to maximize productivity

*Responsibilities: *

  • Leading and managing a COE team of 50+ CSS Administrators
  • Supporting the staffing process of the team
  • Setting and achieving Customer Service department goals and results and ensuring adherence to organizational procedures, policies, and systems
  • Assigning and directing the workflow to ensure excellent service is delivered through appropriate staff planning and scheduling
  • Establishing and maintaining quantity and quality standards by developing and ensuring compliance with all customer service and process standards through reviews, observation audits and reports. Providing direct and timely feedback to all staff on the results
  • Set up and establish communication channels and hand off points between COE and local office support to ensure smooth two way interfaces
  • Analysis of statistics & other data to determine the level of customer service provided and providing reporting of key performance indicators
  • Perform any other reasonable tasks aimed at improving quality and service delivery within the Company
  • Responsible for all aspects of the day to day, tactical & strategic operations of the site
  • Directing all aspects of administration and productivity
  • Ensuring all employees have a safe work environment
  • Involvement in & support of SAP CP/S deployment and enhancements

* Bachelor’s degree (or equivalent experience) in a related discipline
* Working knowledge of computer based business software/automation tools

* 4 to 7 years directly related experience, 3 years of which must have been in responsible leadership position
* Experience in a multi discipline team
* Experience in reviewing and redesigning of 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
* Ability to focus on delivery of an 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
* Is able to prioritize actions, mobilize and orchestrate resources to get things done timely and effectively
* Has a hands on approach
* Demonstrates an ability to understand customer requirements and priorities to make the right business decisions
* Optimize people performance and streamline processes
* Budget setting & control
* Leadership and team building skills
* Interpersonal skills
* Oral & written Communication at all levels
* Sound judgment, problem solving & appropriate decisiveness

* Sound Honeywell businesses knowledge
* Has an understanding of the marketplace and general business environment
* Knowledge of HR related practices, such as performance evaluation, recruitment, etc.
* Understands how different functions within his/her own organization interrelate to each other
* Understands and is familiar with the Honeywell values
* Knows the overall key business objectives and goals
* Understands the importance of health and safety in the workplace
* SAP/Siebel knowledge a plus

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