Cust Exp Professional

Job Description

Join a company that's reintroducing itself to the aviation community we've helped advance for more than a century. At Honeywell Aerospace (NASDAQ: HONA), we're launching as an independent, publicly traded aerospace and defense company built on a legacy of operational excellence and mission-focused execution.

Our new brand identity pairs that heritage with real momentum, as we build technology that helps pilots navigate with confidence, aircraft operate more efficiently, and operators stay ahead of change. With our systems on board 90% of the world's aircraft, your work here has reach that's rare to find anywhere else.

Focusing on our customers, investing in innovation, and building a culture of accountability and performance is how we're shaping what comes next.

Every horizon. Every mission. Every day.

Job Summary

The Customer Experience Specialist is responsible for managing the end-to-end customer experience for Production Return Orders (PRO), ensuring seamless coordination from return initiation through repair completion and shipment back to the customer. The role serves as the primary liaison between customers, repair operations, logistics, planning, finance, and service teams to deliver timely updates, resolve issues, and achieve high customer satisfaction.

Responsibilities

ustomer Relationship Management

Act as the single point of contact for customers regarding Production Return Orders (PRO).

Provide proactive communication on repair status, lead times, delays, shipment updates, and completion schedules.

Manage customer expectations and ensure a positive service experience throughout the repair lifecycle.

Address customer inquiries and resolve service-related concerns promptly.

Production Return Order (PRO) Management

Create and manage Production Return Orders in SAP and related systems.

Review return requests and ensure all required documentation is complete.

Monitor the movement of returned units through receiving, evaluation, repair, testing, and shipment.

Track repair milestones and update customers regularly.

Coordinate customer approvals for repair quotations when applicable.

Cross-Functional Coordination

Partner with Repair Operations, Technical Support, Planning, Logistics, Quality, and Finance teams to ensure smooth order execution.

Drive internal follow-up to meet committed turnaround times.

Escalate critical customer issues and expedite high-priority repairs.

Support root cause investigations for recurring product failures and service delays.

Order Tracking & Logistics

Monitor inbound and outbound shipments related to PRO orders.

Coordinate with logistics providers to resolve transportation or delivery issues.

Ensure repaired units are returned to customers according to agreed timelines.

Maintain accurate shipment and delivery records.

Escalation Management

Manage customer escalations regarding turnaround times, pricing, warranty coverage, and repair status.

Lead resolution efforts through collaboration with internal stakeholders.

Provide timely updates and closure communications to customers.

Reporting & Continuous Improvement

Maintain accurate records in SAP, CRM, and case management systems.

Analyze backlog, turnaround time (TAT), and customer satisfaction metrics.

Identify opportunities to improve PRO processes and customer experience.

Support Lean and Continuous Improvement initiatives.

Qualifications

Qualifications for Internal Candidates

Qualifications

Bachelor's degree in Business, Supply Chain, Engineering, or related field.

Experience in Customer Experience, Customer Service, Repairs, Supply Chain, or Service Operations.

Working knowledge of SAP order management processes.

Strong understanding of Production Return Orders (PRO) and repair workflows.

Excellent communication, stakeholder management, and problem-solving skills.

Proficiency in Microsoft Excel, Power BI, and Office applications.

Key Competencies

Customer Focus

Order Management

SAP & ERP Systems

Escalation Management

Stakeholder Collaboration

Problem Solving

Communication Skills

Time & Priority Management

Continuous Improvement