Customer Experience Manager

Successfully manage a Customer Care team for order fulfillment processes including booking customer PO in SAP, order management, maintaining excellent relationship 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 fulfilment.Key Responsibilities- Assist 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, utilization of 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- Leading and managing a team of 30+ CSR (and 4+ direct reports - Team Leaders)- 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.- Driving the GCC transformation by adhering to the Honeywell Policies, Digitalization and standardization initiatives assigning and directing the workflow to ensure excellent service is delivered through appropriate staff planning and scheduling.- Establishing and maintaining quality and quantity 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 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 ERP CP/S deployment and enhancements.LI-HybridYOU MUST HAVE- Bachelor’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 responsible leadership position.- Leadership experience and team building skills.- Solid and clear communication skill at all levels in Spanish and English.WE VALUE- Experience in a multi-disciplinary 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.- Advanced level of verbal and written communication skills, conflict resolution abilities and group facilitation skills.- Ability to focus on delivery of an excellent customer support and service whilst workingunder 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.- In October, 2024 Honeywell announced the spin-off of our Advanced Materials business to become a stand-alone publicly traded company, independent of Honeywell. Our intention is that this role, dedicated to the Advanced Materials business, will be a part of this future transaction when the separation occurs._Additional Information- ** JOB ID**:HRD - ** Category**:Customer Experience- ** Location**:Av. Santa Fe No 94,Torre "A" piso 1,Mexico City,CIUDAD DE MEXICO,01210,Mexico- Exempt