Senior Customer Experience Professional Honeywell Aerospace
Overview
Senior Customer Experience Professional at Honeywell Aerospace will elevate Aircraft on Ground customer experience. Report to Sr. Customer Experience Manager based in Phoenix Arizona hybrid schedule. Complete initial training Monday Friday 8am12pm then transition to 3rd shift remote flexible hours. Drive operational excellence improve satisfaction ensure world class experience.
What You'll Do9
- 1Customer Engagement & Case Management
- 2Primary point of contact for AOG customers via phone email portal
- 3Receive research resolve urgent inquiries complaints service requests related to grounded aircraft
- 4Maintain clear timely communication with customers regarding order status delivery timelines resolution steps
- 5Collaborate with logistics inventory warranty engineering teams to expedite part fulfillment and service delivery
- 6Leverage integrated dashboards AI-powered tools to validate inquiries extract data identify optimal fulfillment paths
- 7Participate in continuous improvement initiatives including feedback loops from customer surveys internal tier reviews
- 8Ensure accurate billing warranty validation waybill tracking for all AOG transactions
- 9Coordinate with AOG leaders process experts global support agents to meet KPIs fulfillment speed customer satisfaction case closure rates
Requirements8
- 1Minimum 4 years experience in high volume customer support or call center environment
- 2Proven ability to de-escalate complex customer situations with professionalism empathy urgency
- 3Proficiency in CRM systems case management platforms data analysis tools to track performance and customer satisfaction
- 4Experience in customer experience management focusing on service recovery and loyalty building
- 5Strong analytical problem solving skills to resolve time sensitive AOG inquiries and service disruptions
- 6Leadership and team coordination skills especially in dynamic multi shift environments
- 7Excellent verbal written communication skills convey technical information clearly calmly to diverse audiences
- 8Salesforce SAP ERP telephony system experience
Salary Insight
Salary not disclosed in listing
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