About the position
As a Customer Experience Professional at Honeywell, you will play a crucial role in enhancing customer satisfaction and loyalty by proactively addressing customer billing issues before they escalate into collections problems. This position requires close collaboration with the Business to ensure that customer invoices are negotiated effectively and that collections processes are enabled. You will be responsible for meeting deadlines and achieving goals related to Working Capital (WC), which includes managing Accounts Receivable (AR) and Accounts Payable (AP). Your primary function will be to serve as the main point of contact between the Business and the Customer, ensuring that billing is timely and accurate. In this role, you will have a direct impact on operational excellence and business growth. You will actively participate in achieving overall WC goals, establish and maintain effective working relationships with both internal and external customers, and lead initiatives to reduce Unbilled AR. You will work closely with Project Managers to optimize monthly progress billings and ensure timely project closeouts. Additionally, you will manage the release of payments to subcontractors while adhering to local mechanics lien laws, assist in resolving billing disputes, and provide regular updates on the status of accounts. Your responsibilities will also include developing and executing customer experience strategies, analyzing customer feedback to identify trends, and implementing metrics and KPIs to measure customer satisfaction. You will ensure compliance with customer experience standards and best practices, contributing to a culture of continuous improvement within the organization.
Responsibilities
- Participate in achievement of overall Working Capital (WC) goals.
- Establish and maintain effective working relationships with customers, both internal and external.
- Lead the reduction of Unbilled Accounts Receivable (AR).
- Optimize monthly progress billings on projects through customer relationship management.
- Act as a liaison between external customers and internal project managers to manage billing accuracy and cash collections.
- Drive timely closeout of projects and reduction of Unbilled Retention with Project Managers.
- Manage the release of payments to subcontractors in compliance with local laws.
- Assist with the management and preservation of lien/bond rights.
- Support the resolution of billing disputes with the C2C team.
- Facilitate monthly Unbilled AR reviews and escalate billing issues as necessary.
- Provide monthly and ad hoc status updates for reporting purposes.
- Perform project invoicing reconciliations as required.
- Identify and escalate uncollectible accounts and mitigate AFDA risks.
- Act as a control point for business WC specific policies and processes.
- Drive regular involvement of Business leaders in the status of the portfolio.
- Participate in special projects focusing on process improvement as required.
- Develop and execute customer experience strategies to drive satisfaction and loyalty.
- Work with cross-functional teams to identify and implement process improvements.
- Analyze customer feedback and data to identify trends and areas for improvement.
- Develop and implement customer experience metrics and KPIs.
- Ensure compliance with customer experience standards and best practices.
Requirements
- Minimum of 2 years of experience in customer experience or a related field.
- Proven track record of driving customer satisfaction and loyalty.
- Excellent communication and people-oriented skills.
- Ability to analyze data and make data-driven decisions.
- Experience in implementing customer experience metrics and KPIs.
Nice-to-haves
- Bachelor's degree in Business Administration or a related field.
- 2+ years' experience in Finance or Accounting function.
- 2+ years' experience in Customer Service with Key Stakeholders.
- Knowledge of database applications (SAP preferred or knowledge of ERP as Oracle).
- Proficiency in Microsoft Excel, Word, and PowerPoint.
- Understanding of financial accounting basics.
- Sound understanding of Working Capital concepts.
- Understanding of construction industry standards (e.g., tiered structure, lien and bond laws).
- 2-5 years' experience with CRM software.
- Passion for delivering exceptional customer experiences.
- Strategic thinking and problem-solving skills.
- Ability to influence and work with cross-functional teams.
- Strong business acumen.
- Continuous learning mindset.
Benefits
- Health savings account
- Disability insurance
- Health insurance
- Dental insurance
- Flexible spending account
- Tuition reimbursement
- Paid time off
- Parental leave
- Employee assistance program
- Vision insurance
- 401(k) matching
- Life insurance
