Customer Experience Supervisor: Lead Support & Process Excellence

Honeywell International, Inc.; Katowice; Hybrid; PLN 120,000 - 180,000; Full time

Benefits offered by this job

Hybrid work model (3+2)

Competitive salary

Medical and life insurance

Generali Insurance

Career development & training

Employee engagement activities

MS Office suite training

Job summary

Honeywell International, Inc. is seeking a CX Supervisor to lead a Customer Experience team, ensuring service excellence and SLA adherence within an OtC-focused portfolio. You will coordinate resources, collaborate with internal and external stakeholders, and drive continuous improvement across processes.

The role requires strong SAP/ERP experience, team leadership, and a proactive approach to performance management. A hybrid work model and comprehensive benefits are offered.

Qualifications

• Bachelor’s degree (or equivalent experience).
• Business fluent in written and spoken English, other European languages represent a plus.
• 5+ years Customer Support and/or equivalent in supply chain / order management / OtC related experience.
• Previous experience in a Supervisor’s position is a plus.
• Strong knowledge/experience with CRM/ERP system business processes (SAP is required).
• High level of MS office skills (Excel, Word, Outlook, PowerPoint, Teams).
• Six Sigma Certificate is a plus.
• Process documentation skills.
• Six sigma knowledge is a plus.
• Operational knowledge of SharePoint-based tools.
• High level of people management skills.
• Excellent written and spoken communication skills (face- to-face, phone, E-mail).
• Ability to build relationships and networks in a virtual team environment.

Responsibilities

• Lead and manage a Customer Experience team to ensure excellent service delivery, achievement of SLA targets, and fulfillment of customer expectations.
• Plan, allocate, and optimize resources to ensure business continuity, workload balancing, and operational efficiency.
• Build and maintain strong partnerships with internal and external stakeholders, acting as the primary point of contact and driving alignment on priorities and objectives.
• Monitor team performance through KPIs, provide regular reporting, lead performance reviews, and implement corrective actions to achieve operational goals.
• Drive continuous improvement initiatives by applying Lean, Kaizen, HOS, and MOS methodologies to enhance productivity, quality, and customer experience.
• Ensure process standardization, compliance, and adherence to global and regional operational strategies, quality standards, and best practices.
• Recruit, develop, coach, and retain talent by managing performance, succession planning, training programs, employee engagement, and career development.
• Lead operational governance activities, including audits, process reviews, Gemba walks, and identification of process deviations, risks, and improvement opportunities.
• Manage workforce planning and employee administration, including staffing, attendance, vacations, overtime, disciplinary actions, and HR-related processes.
• Ensure compliance with Health, Safety, and Environmental (HSE) regulations by promoting a safe workplace, managing risks, implementing safety measures, and meeting legal and corporate requirements.

Skills

English fluent

SAP

CRM/ERP

People management

SLA management

MS Office

Communication

Cross-functional collaboration

Lean/Kaizen

Team leadership

Education

Bachelor’s degree

Tools

SAP

Job description

Honeywell International, Inc. is seeking a CX Supervisor to lead a Customer Experience team, ensuring service excellence and SLA adherence within an OtC-focused portfolio. You will coordinate resources, collaborate with internal and external stakeholders, and drive continuous improvement across processes.

The role requires strong SAP/ERP experience, team leadership, and a proactive approach to performance management. A hybrid work model and comprehensive benefits are offered.