Job Description

The purpose of this position is to provide the necessary transactional support for major backend activities and also act as an integral part of the Business Support Center and support the Business (on site team). Engage with front office Admins to deliver value and achieve the team goals. PRINCIPAL RESPONSIBILITIES Area of Responsibility Key Activities/Elements % Time Spent Billing & Specialist Admin Activities Extra Work Orders, Time and Material, Service Contracts & SPOT Billings . Special Instructions (Invoicing) . SPOT & EWO - Credit/Cancellation -Rebill - Error Resolution . Review Work Order and export the Approved to SAP through FX . Validate Work Orders completed with PO & Costs assigned . Process Credit/Cancellation & Rebill as per instructions from Field . Validate all costs captured (Materials/Subcontract Invoice) . Creation of Special Instructions (Invoicing)/Simulated Billing . Error Resolution in direct communications with Field Service Supervisor, Technicians and General Admins, . Carry Creation of Invoices and send it to customers through email or upload them in customer Portal. . Coordinate with onshore General Admins to trap the cost from Work Orders and have them void. . Coordinate with customer Master team for partner creation and linkage. . Run various billing reports. . Send follow up emails for unbilled Work Orders and awaiting Purchase Orders. Under 10% 20% to 35% 36% to 50% Over 50% Contractual Documents Review, Reporting and Training . Review/ follow up for Purchase Orders from Field Service Supervisors and customers. . Direct Communications with Risk & Contract Management. . Conduct process training for peers and newly recruited team members as instructed by the Customer Service Supervisor . Perform peer QC on required activities and handle escalations on priority Under 10% 20% to 35% 36% to 50% Over 50% Continuous Improvement and Documentation . Should achieve the GEM certification and training as identified in GEM Assessment by the Cust. Exp Supervisor . HOS deployment & Identify opportunities for continuous improvement to increase customer satisfaction and administration productivity & improved knowledge . Document or maintain records of each interaction with the customers(internal/external) for future evaluation/verification (e.g. Timely and regular filling up of Outlook tracker, SmartQ work packet) . Follow the procedures & guidelines as provided and SOP/SWI . Should become a self-aware learner and should be eager to learn new processes and skills as discussed and directed by the Customer Experience Supervisor . Should become a self-aware learner and should be eager to learn new processes and skills as discussed and directed by the Customer Service Supervisor . Become a preferred point of contact by the Peers for query resolution Under 10% 20% to 35% 36% to 50% Over 50% POSITION SCOPE Honeywell Internal Stakeholders Business Stakeholders Field Technicians, Supervisors, Service Leaders Project managers & Project Leaders, Sales Leader. Honeywell External Customers . End Customer for Honeywell Building Solutions. Service Contract bookings and amendments Invoicing & Credit and Rebill New Order Bookings and Change order Customer Invoice disputes Voice Calling capabilities (Internal & External customers) Customer Master management & FX Education level and/or relevant experience(s) . Only Bachelor\'s Degree in any stream ( Not technically qualified- BE, MCA, any PHD) . Customer service background - results driven . Minimum 3-5 years\' experience & Maximum 4 years . Preferably in SAP & Field Citrix . Hands on experience on Microsoft Office (Excel, PowerPoint, Word) . Should be an active team player Knowledge and skills (general and technical) . Should have good knowledge in any ERP systems (SAP & Field Citrix - will be added advantage) . High Orientation towards Customer Service culture . Strong written and verbal communication in English/French . Proactive thinker and ability to forward plan . Target driven and enjoys working in a competitive environment . Be a team player, share best practices and develop new standards . Ability to follow business processes and tasks . Ability to organize multiple tasks simultaneously

foundit