Driving Infinite Possibilities Within A Diversified, Global Organization

UTC Climate, Controls and Security is a leading provider of heating, ventilating, air conditioning and refrigeration systems, building controls and automation, and fire and security systems leading to safer, smarter, sustainable and high-performance buildings. UTC Climate, Controls and Security is a unit of United Technologies Corp., a leading provider to the aerospace and building systems industries worldwide.

The Customer Service Representative is responsible for providing world-class support to customers in order to fulfill their needs and inquiries regarding products, services and customer processes. Provide customer support via telephone and email to customers. Work to retain and encourage increased business from customers by efficiently and courteously satisfying the customer's needs on an ongoing basis. In this role, you will work out of our Salem, OR location and report to our Customer Experience Supervisor.

KEY RESPONSIBILITIES

• Manage customer inquiries: respond to customer inquiries via telephone, internet, email, and/or fax to fully resolve customer questions and issues related to orders, Return Material Authorizations (RMA's), product availability, pricing, etc. including providing status updates, order follow-up, and delivery updates
• Process orders and RMA requests in Oracle
• Enter new sales orders into billing system (Oracle); Order replacement products and RMA requests, and track shipment of those products. Place follow-up calls to ensure customer satisfaction
• Maintain customer data to ensure customer information is accurate and up-to-date
• Handle inquiries in a timely and effective manner, while projecting a courteous and professional image
• Train and mentor: may orient, train, and mentor other employees
• Maintain a high level accuracy with respect to data entry activities
• Manage and maintain the phone and email queues to meet customer support goals and response-time metrics
• Follow pre-defined procedures to identify, evaluate, solve and escalate customer issues
• Follow and maintain quality standards for process improvement
• Drive continuous improvement to the customer service process and tools
• Generate product replacement and new orders and invoicing or warranty service and notify boards, hotel management/owners/operators, and/or property management services of those replacements/orders
• Provide prospective and current customers information regarding product functionality, application and pricing through both written and verbal (by phone) communication
• Assist customers with product failure and return processing issues
• Aid in the facilitation of the order fulfillment process by notifying customers of back-order situations, processing expedited orders, tracking orders, and other follow-up functions for shipping or order fulfillment
• Apply established customer satisfaction skills to resolve issues with end users and create a positive image
• Follow call-handling procedures to assure uniform support within the goals of the department

BENEFITS OF WORKING FOR HONEYWELL

In addition to a competitive salary, leading-edge work, and developing solutions side-by-side with dedicated experts in their fields, Honeywell employees are eligible for a comprehensive benefits package. This package includes employer subsidized Medical, Dental, Vision, and Life Insurance; Short-Term and Long-Term Disability; 401(k) match, Flexible Spending Accounts, Health Savings Accounts, EAP, and Educational Assistance; Parental Leave, Paid Time Off (for vacation, personal business, sick time, and parental leave), and 12 Paid Holidays.

The application period for the job is estimated to be 40 days from the job posting date; however, this may be shortened or extended depending on business needs and the availability of qualified candidates.

YOU MUST HAVE

• Must have a minimum of two years prior customer service, call center, help desk, or data entry experience
• Must have strong customer service soft-skills
• Must be flexible to work any schedule Monday-Friday 5 AM to 5 PM (PST)

WE VALUE

• Excellent verbal and written communication skills
• Excellent listening skills and ability to assess and respond to customer's needs
• Detail-oriented with the ability to keep accurate records of communication with customers

ABOUT HONEYWELL

Honeywell International Inc. (Nasdaq: HON) invents and commercializes technologies that address some of the world's most critical challenges around energy, safety, security, air travel, productivity, and global urbanization. We are a leading software-industrial company committed to introducing state of the art technology solutions to improve efficiency, productivity, sustainability, and safety in high growth businesses in broad-based, attractive industrial end markets. Our products and solutions enable a safer, more comfortable, and more productive world, enhancing the quality of life of people around the globe.

Honeywell is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status.

Additional Information

• JOB ID: HRD253339
• Category: Customer Experience
• Location: 4001 Fairview Industrial Drive SE, Fairview Industrial,Park,Salem,Oregon,97302,United States
• Nonexempt

Honeywell is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status.