Customer Operations Specialist

Customer Operations Specialist - German Speaker

Description -

MAIN RESPONSIBILITIES:

The Customer Operations Specialist works within a European, multicultural and fast moving business environment, supporting the HP Customers 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:

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 their lead

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

The Customer 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, Order Fulfillment, Logistics, Credit & Collection, all relevant Sales Operations functions and 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

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

Education, Knowledge and Skills:

Bachelor or Master's degree

Experience in customer interaction

Experience in working with multiple countries/sub- regions at a high level of complexity

Fluency in English and German

Medium to advanced Microsoft Office tools knowledge

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

Oriented towards continuous improvement

Accuracy in delivering work tasks

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 insurance

Lunch at reduced prices at our canteen/ ticket restaurant vouchers

HP product discount

Work 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 coordinated activities.

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-on workshops to print with the latest technology – from wall covers to 3D printed models.

Dedicated lactation room

Our 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.

ES41 (GBU)

Job -Sales Operations

Schedule -Full time

Shift -No shift premium (Spain)

Travel -No

Relocation -No

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).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

If you’d like more information about HP’s EEO Policy or your EEO rights as an applicant under the law, please click here: Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law – Supplement

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