Hewlett Packard
Location
Sant Cugat del Vallès, Barcelona | Spain
Job description
The Customer Service Representative/Operations Specialist works within a European, multicultural and fast moving business environment, supporting the HP Customers/ Partners and Sales Force, within the area of order fulfillment. He/ she is located in a central order management team and has a wide variety of responsibilities:General Description:Applies developed subject matter knowledge to solve common and complex business issues within established guidelines and recommends appropriate alternativesAble to work independently up to minimal supervision on the recurrent business topicsMay act as a domain champion and initiate projects addressing business topics of moderate to high complexityAble to understand complex cross-functional business topics and focus on resolutionEnsures proper backup and handover during vacation and other absenceApplies internal policies to ensure HP policies and audit requirements are metJob Responsibilities:Backlog accountabilityManages customer/partner backlog to ensure that appropriate actions are taken to deliver orders within agreed SLA and according to business needReviews the backlog tools in use (e. g. E2E tool, FOM, or any other tool used by HP) on a daily basis and takes actions to bring the delayed orders back in contractual HP SLAsProvide backlog analysis and summary report to customer and account team if and when required, in due time and with accurate information, as per the received requests. Manages all claims, exceptions and special requests in the area of Customer Operations, in due time and in alignment with agreed procedures/policies, as per the received requests. Coordinates customer’s change requests in due time and in alignment with agreed procedures/policies, as per the received requests, ensuring the accuracy of the task. Ensures all orders are invoiced and closed in the systems, if not the case takes action to trigger the necessary invoice or provide the business justification to leave the billing openMinimizes field inventory through constant analysis of the justification of each case and reports to Champion / TLKeeps the volume of financial disputes to a minimum and actively works to closing them as soon as possible once they appearHelps maximize the revenue on the accounts in quarter ends through collaboration with all involved stakeholdersCommunication & E2E coordinationCSR/ Operations Specialist is the first & unique point of contact of the customer for all questions, information & requests regarding the orders in process & the claims – he/she drives the customer engagement (reactive and proactive) by timely and accurate feedback given to the customer and internal stakeholders on order status and actions taken to optimize the backlog in order to deliver the goods/services with agreed SLAsProvides consultancy and guidance to customer on order management cycle (via phone/ email) and ensures customer is aware of the order acceptance policy. Delivers in time and accurate information, as per the agreed process/ procedure and the client’s request. Interfaces internally to the country team, SC Order Fulfillment, Logistics, Credit & Collection, all relevant Sales Operations functions and ISS (India Shared Services) back-end team, in order to ensure the best way of delivering the tasks. Provides consultancy and guidance to the account team on Customer Operations processes and policiesConfirm order is processed to customer for manual orders (where applicable)Provide proactive status updates to customer and sales on order, especially on those at risk to be delivered out of SLAEnsures all customer/ partner inquiries are acknowledged within 4 hours, including “status update or no-status-update”Supports the ISS team, finds solutions to queries and issues raised and provides coaching and training as neededEscalation ownershipAccountable for providing in-time and accurate resolution of all order related escalations, regardless of the level they have reachedEnsures the Supply Chain Customer Operations escalation process is properly and efficiently followed at all timesProvides clear and proactive communication on escalation status to both customer and internal stakeholdersEscalates at appropriate point any operational recurring issues (high number of claims, IT issues, etc. ), and follows the escalation to ensure the problems/issue is finally solved – if applicable. General responsibilities:Ensures the accuracy of the processes and tasks from the Supply Chain Customer Operations departmentDelivers the requested tasks in due timeEnsures the compliance of the processes, as per HP’s internal policiesIs aware and respects the internal policies and procedures from HP, both from a global and local levelDelivers any other task or work related responsibility as requested by the managerOTHER RESPONSIBILITIES:Responsibilities regarding Health and Work securityTo know and submit to the health and work security regulationsTo pass the mandatory labor medical check-up and to take part in Health and Security training sessions, whenever called forTo immediately announce the employer and/or the designated employees about any situation related to the working environment, they have strong reasons to consider a real danger for the health and security of the employees, as well as accidents of their ownTo inform the manager and/or the employer about the accidents he sufferedNot to unplug, deactivate, modify or randomly stop the machines, and to correctly use these devicesTo work together with the employer and/or the designated employees in order to implement all the measures required by the labor and health protection inspectorsTo provide all the necessary information required by the labor and health protection inspectorsIs complying with the protection instructions against the fires establish by company managementJOB REQUIREMENTS:Bachelor or master in related fieldsExperience in customer interactionExperience in working with multiple countries/sub- regions at a high level of complexityFluency in EnglishFluency in DutchMedium to advanced Microsoft Office tools knowledgeCOMPETENCIES:Customer oriented –always keeps a customer focusTeam spiritFlexibility and adaptabilityStrong analytical skillsAbility to work and multitask under pressureDeliver quality outputsAble to work independent with limited external helpOriented towards continuous improvementAccuracy on delivering work tasksAbility to prioritize workload, and manage a high volume of work with accuracyComplexity• Responds to routine issues within established guidelines. Disclaimer• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management. What we offer:Opportunity to work in an international organization with colleagues coming from all over the world. Diverse, continued internal growth and career opportunities. Including HP’s own learning platform and LinkedIn Learning. An attractive benefits package:Health & Life insuranceLunch at reduced prices at our canteen/ ticket restaurant vouchersHP product discountWork life balance / flexible working hours. Women, Pride, Young employees, Sustainability and DisAbility! Just a few of our fantastic global business networks you can get involved with locally. We also dedicate time and resources to contribute with our community through Corporate Volunteering activities, including our onsite HP Charity day. Do you like to give back to the community? Then join one of our many volunteering teams or be a part of the incredible HP charity day held on site annually. Love sports? Then take advantage of our sports center (indoor and outdoor) with 25+ regular coordinatedactivities. We have an onsite Doctor and medical team for our employees, including services such as: nutrition, physiotherapy, and general health. Printing Happy hour – from photographs to large posters. And Hands-onworkshopsto print with the latest technology – from wall covers to 3D printed models. Dedicated lactation roomOur Women Network organizes activities such as Networking, the promotion of STEM vocations, talks on, improving business acumen, work life balance and skills of the future, etc. #J-18808-Ljbffr
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