Job Information
HP Inc. Customer service representative/Operations Specialist with French in Bucharest, Romania
The Customer 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 alternatives
Able to work independently up to minimal supervision on the recurrent business topics
May act as a domain champion and initiate projects addressing business topics of moderate to high complexity
Able to understand complex cross-functional business topics and focus on resolution
Ensures proper backup and handover during vacation and other absence
Applies internal policies to ensure HP policies and audit requirements are met
Job Responsibilities:
Backlog accountability
Manages customer/partner backlog to ensure that appropriate actions are taken to deliver orders within agreed SLA and according to business need
Reviews 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 SLAs
Provide 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.
Financial & revenue management
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 open
Minimizes field inventory through constant analysis of the justification of each case and reports to Champion / TL
Keeps the volume of financial disputes to a minimum and actively works to closing them as soon as possible once they appear
Helps maximize the revenue on the accounts in quarter ends through collaboration with all involved stakeholders
Communication & E2E coordination
CSR/ 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 SLAs
Provides 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 policies
Confirm 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 SLA
Ensures 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 needed
Escalation ownership
Accountable for providing in-time and accurate resolution of all order related escalations, regardless of the level they have reached
Ensures the Supply Chain Customer Operations escalation process is properly and efficiently followed at all times
Provides clear and proactive communication on escalation status to both customer and internal stakeholders
Escalates 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 department
Delivers the requested tasks in due time
Ensures the compliance of the processes, as per HP's internal policies
Is aware and respects the internal policies and procedures from HP, both from a global and local level
Delivers any other task or work related responsibility as requested by the manager
OTHER RESPONSIBILITIES:
JOB REQUIREMENTS:
(Knowledge, skills, experience)
degree level education
experience in customer interaction
experience in working with multiple countries/sub- regions at a high level of complexity
fluency in English and French
fluency in other required European languages
medium to advanced Microsoft Office tools knowledge
COMPETENCIES:
(Behavior, attitude, capabilities)
Customer oriented -always keeps a customer focus
Team spirit
Flexibility and adaptability
Strong analytical skills
Ability to work and multitask under pressure
Meet agreed deadlines for action
Deliver quality outputs
Able to work independent with limited external help
Oriented towards continuous improvement
Accuracy on delivering work tasks
Ability to prioritize workload, and manage a high volume of work with accuracy
Equal Opportunity Employer (EEO):
HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).