The Customer Support Organization has an important role to play as they serve as the primary customer contact for an assigned portfolio of accounts, they bring the customers, sales and business operations together.
They are responsible for commercial and operational activities as part of the Order-To-Cash process: i.e. validation and booking of customer orders, managing order changes, providing status updates, managing physical & financial claims with a strong alignment with all relevant internal functions as part of the end-to-end customer experience.
CX Supervisor leads a team of Customer Service Representatives to ensure all customer needs and expectations are met. Key areas: people management of direct employees, maintaining a partnership with leading teams in the European countries relevant to the Centre, aligning Centre teams with behaviour, standards and results (by conducting projects in the field of standardization and improvement involving more teams), fulfilling a mentor role for HUB staff.
CX Supervisor manages the team as well as individuals and enables them to develop through the implementation of standardizations processes,
Honeywell
We have been innovating for more than 100 years and now we’re creating what’s next. Our programs serve a global community and our hometowns too. We provide resources and financial support to causes around the world and encourage employee volunteerism. We are committed to the highest standard in everything we do!
- Lead and manage a Customer Experience team to ensure excellent service delivery, achievement of SLA targets, and fulfillment of customer expectations.
- Plan, allocate, and optimize resources to ensure business continuity, workload balancing, and operational efficiency.
- Build and maintain strong partnerships with internal and external stakeholders, acting as the primary point of contact and driving alignment on priorities and objectives.
- Monitor team performance through KPIs, provide regular reporting, lead performance reviews, and implement corrective actions to achieve operational goals.
- Drive continuous improvement initiatives by applying Lean, Kaizen, HOS, and Management Operating System (MOS) methodologies to enhance productivity, quality, and customer experience.
- Ensure process standardization, compliance, and adherence to global and regional operational strategies, quality standards, and best practices.
- Recruit, develop, coach, and retain talent by managing performance, succession planning, training programs, employee engagement, and career development.
- Lead operational governance activities, including audits, process reviews, Gemba walks, and identification of process deviations, risks, and improvement opportunities.
- Manage workforce planning and employee administration, including staffing, attendance, vacations, overtime, disciplinary actions, and HR-related processes.
- Ensure compliance with Health, Safety, and Environmental (HSE) regulations by promoting a safe workplace, managing risks, implementing safety measures, and meeting legal and corporate requirements.
Key skills and qualifications
- Bachelor’s degree (or equivalent experience)
- Business fluent in written and spoken English, other European languages represent a plus
- 5+ years Customer Support and/or equivalent in supply chain / order management / OtC related experience
- Previous experience in a Supervisor’s position is a plus
- Strong knowledge/experience with CRM/ERP system business processes (SAP is required)
- High level of MS office skills (Excel, Word, Outlook, PowerPoint, Teams)
- Six Sigma Certificate is a plus
- Process documentation skills
- Six sigma knowledge is a plus
- Operational knowledge of SharePoint based tools,
- High level of people management skills
- Excellent written and spoken communication skills (f2f, phone, E-mail)
- Ability to build relationships and networks in a virtual team environment
- Strong team player with the ability to take ownership and follow-through
- Flexible individual with a high level of intercultural sensitivity, able to adapt to a quickly changing environment and drive continuous improvement
Our offer
- State-of-the-art office with parking, chill-out areas, bicycle stands, showers and probably the best coffee in town
- Fruits bowls and sports activities to support your health and well-being
- Daily paid break - 30 mins
- 3 + 2 hybrid work arrangement to support your work-life balance
- Flexible working hours
- Competitive Salary regularly increased based on your performance
- Flexible benefits basket with monthly budget allocated (medical insurance, life insurance, Multisport Card)
- Generali Insurance (Accident Insurance)
- Recognition programs
- Referrals bonuses for all open jobs
- Comprehensive induction, ongoing training and development to set you up for success
- In-house and external learning platforms supporting development opportunities
- 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
- 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
- Frequent Employee Engagement activities supporting inclusive and diverse work environment
- Contribution to social benefits like x-mas benefit, holiday , engagement events from company social fund.
Equal opportunity statement:
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.
Join a team recognized for leadership, innovation, and diversity
Join us now and make an impact!
FutureShaper
Honeywell Technologies is a global, pure-play automation company with a legacy of innovating to help solve the world’s most mission-critical challenges, enhancing the quality of life for people and communities around the world. We serve the building, industrial and process sectors with a broad portfolio of services, solutions and products, underpinned by our Honeywell Technologies Accelerator operating system and Honeywell Technologies Forge intelligence layer. By combining the deep domain expertise of our more than 50,000 employees with decades of data from our global installed base, we are uniquely positioned to lead the industrial sector’s transition from automation to autonomy.
