Lead Customer Experiance Specialist (North America Schedule) (m/f/d)

We have an opportunity for a Lead Customer Experience Specialist (North America Schedule) (m/f/d) to join us at Honeywell, in Bucharest, where you will provide support for numerous customers. Initiate and receive direct customer contact on repairs, spare parts orders, and advanced services. Provide administrative support for our customers and management using SAP, MS Office, and phone system.

This is a hybrid role, 3 days at the office and 2 days work from home model.

Key responsibilities

• Take full and complete ownership for all Customer Service Support to

provide and maintain customer satisfaction.

• Issuing RMA’s for product failure following the company’s guidelines for

warranty/non-warranty repairs

• Work as a team on a call center, group email box and online portal to issue

RMAs as accurately and expeditiously as possible

• Determine when appropriate to escalate customer concerns to management.
• Assist customers and sales representatives with any request/inquiry or complaint through the system to resolution.
• Administrate/Expedite notifications, orders, monitor through to completion.
• Keep Supervisor/RMA individual contributor/Coach and District/Regional Service Managers apprised of potential problems.
• Function as backup for other functions in the team when required.
• Pass on sales opportunities to field.
• Answer department 1-800 line for customer inquiries or requests for new repairs and/or orders.
• System search for customer application when part number is not known.
• Work closely with depots and other departments to ensure repairs and orders are processed in a timely manner.
• Attend additional department training as required by the Supervisor and/or Business Analyst.
• Complete understanding and direct involvement in meeting the department metrics.
• Must follow all state, local, and federal laws and regulations, as well as embrace Intermec core values and initiatives.
• Must remain aware of regulatory responsibilities and remain current in technical areas.
• Contribute to the continuous process improvement initiative .
• Response time to requests, calls, or emails received from customers;
• Chronological case management of Sales-Force;
• Correct management of escalations;
• Resolving tickets in the agreed time
• Periodically reviewing the SOPs to ensure they are up to date and include all relevant business requirements.
• Timely deliver relevant status updates reports to customers.

Key skills and qualifications

• Bachelor's degree or equivalent in business related field
• Minimum of 3 years previous work experience in a Customer Support / Order Management environment
• Advanced MS Office skills
• Fluent in English
• Financial understanding of the process including: billing, proforma requirements, credits
• Working well under pressure and tight timelines
• Self-motivated with excellent assertive communication skills, positive and result oriented attitude
• Well organized with good time management, hands on approach
• Open minded, strong team player with positive outlook, customer oriented
• Able to multi-task, prioritize and work independently as well as in a team environment
• Professional attitude at all times, good conflict management skills
• Excellent spoken and written problem solving skills
• Willing to work on a North America schedule

Our offer

• 3 days from office, 2 days from home hybrid work arrangement to support your work-life balance
• Competitive Salary regularly increased based on your performance
• Enjoy 25 vacation days per year, plus extra days off for life's special events
• We provide meal vouchers
• Flexible benefits basket with monthly budget allocated (top up medical insurance, life insurance, pension, vacation/ cultural/ fuel vouchers)
• Medical Insurance Plan paid by the company
• Christmas and Easter bonuses
• Recognition & referral bonus programs
• Comprehensive induction, ongoing training and development to set you up for success
• In-house and external learning platforms (Udemy) to continue to expand your skills
• 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
• In case of unfortunate events, we support you by offering you free days and financial support (handled on a case by case basis) or Family financial aids
• Access Integrity line - Any workplace issues or violations that need to be raised in good faith, can be communicated in a safe, private and confidential environment
• Your family is growing while working at Honeywell? We congratulate you by offering special bonuses
• Frequent Employee Engagement activities fostering an inclusive and diverse work environment
• Fresh fruit days in the office

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

#LiHybrid

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.

PSS verbiage

Honeywell recently announced plans to sell its Product Solutions and Services (PSS) business to Brady Corporation. At this time, we anticipate that the deal will close in the second half of 2026, subject to customary closing conditions. We expect this role, dedicated to the PSS business, will be part of this future transaction when it closes.