Description At Honeywell, we look for people driven by a desire to contribute, be challenged and grow. Our people make Honeywell a special company and are a key competitive advantage. Honeywell International is a $39 billion diversified Fortune 100 leader with more than 130,000 employees in 100 countries around the world. We invent and manufacture technologies that address some of the world’s toughest challenges linked to global macro trends like energy efficiency, clean energy generation, safety and security, globalization and customer productivity. We are building a world that’s safer and more secure, more comfortable and energy efficient, more innovative and productive. For more information, please visit Honeywell.com or follow us @HoneywellNow. Honeywell Life Safety (HLS) is part of Automation and Control Solutions (ACS). HLS innovates to protect and save lives worldwide every day. It is a global leader in many growing industries, including commercial and industrial fire systems, emergency communications systems, smoke and gas detection, personal protective equipment (PPE), and home and hospital patient monitoring. Its quality products, integrated system solutions, and services make life safer, more comfortable, more secure and more productive in every corner of the world. You can find leading-edge HLS technology in the products, software, and solutions all around you, including at airports, hotels, healthcare institutions, business centers, stadiums, industries, and schools. We are seeking a Customer Service Manager for our Electrical Safety business with Honeywell Safety Products, based in Bolingbrook IL. This is an exciting opportunity to make a major impact in a fast growing business with sales exceeding $100 million. The successful candidate will demonstrate the ability to build a world-class customer service operation that delights the customer and is operationally effective and efficient, working collaboratively with internal stakeholders to address challenges. The role is a key member of the business leadership team. Job Responsibilities: Ongoing management of all customer service processes and employees and oversight of issue resolution and response to customer. Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes. Achieves customer service objectives by contributing customer service information and recommendations to strategic plans. Prepare and complete action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change. Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications. Maximizes customer operational performance by providing technical advice; resolving problems; disseminating advisories; and detecting and diagnosing network problems. Accomplishes customer service human resource objectives including: Recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions. Promote, train, and enforce Honeywell’s 12 Behaviors. Promote and train to the Honeywell Operating System to include HSE initiatives. Interface with customers in all types of communications environments. Be successful in problem solving and resolution. Meets customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions. Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations. Ensure compliance with the organization’s policies and procedures, including ISO certification. 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, or veteran status. Qualifications Basic Qualifications: A minimum of 7 years as a Customer Service representative with a minimum of 3 years in a Customer Service Supervisory Management role. Bachelor’s degree Additional Qualifications: Experience developing and implementing a new customer service organization design and operational system. Previous experience managing a group of at least 10 Customer Service professionals. Experience and a high level of comfort working in a highly matrixed, functional and team oriented environment. Experience with AS400 or SAP customer service systems. High level of proficiency in MS Office, including strong PowerPoint presentation development skills and advanced Excel skills. Financial acumen. Demonstrated ability to streamline and build effective, efficient processes to optimize system and data available. Demonstrated ability to leverage data to drive decision-making and problem-solving. Demonstrated ability to collaborate across functions and with leadership to drive issue resolution with a sense of urgency. Effective verbal communications that foster collaboration, team environment at all levels within the organization. Demonstrated ability in leading a team, including supervision, performance management, coaching and training. Effective written communications, particularly to customers. Strong bias for customer, customer advocate. Demonstrated experience in creating a high-performing customer service team with clear processes and metrics, accountability, and clear roles and responsibilities that drive employee engagement. Demonstrated ability to drive change. Demonstrated ability to prioritize actions across a team. Demonstrated ability to maintain calmness under tight pressure. Good time management skills including ability to work with multiple projects simultaneously, meet deadlines under pressure, and detail oriented. Conflict resolution skills (both customer and agent conflict). Knowledge of and experience with process excellence methodology such as Six Sigma and Lean Manufacturing. Knowledge of PPE Personal Protective Equipment) products. Ability to up-sell and cross-sell. To view and apply for this position, please visit www.careersathoneywell.com and reference job number 237344. Interested in Honeywell but this isn’t the right job for you? Join Honeywell’s Talent Network to receive updates on other Honeywell employment opportunities, news and more. Click here to sign up: http://careersathoneywell.com/en/Newsletternew.aspx. Job : Customer/Product Support Primary Location : USA-IL-Bolingbrook Education Level : Bachelor''s Degree Travel : Yes, 10 % of the Time Relocation Available : No SBG : ACS University Relations Requisition : No