Customer Advocate
hace 2 días
Within HP, Industrial Print is a ~2B$ business with the ambition and the opportunity to grow and scale significantly thanks to our great HW, Supplies and Services portfolio (Indigo and PWP). To make this happen, best in class Sales Operations support is a must
Job Summary
Within the Sales Operations organization, the Customer Advocate team is responsible for handling the end-to-end customer claims management process from data collection, case analysis, to settlement drafting and deployment following management & contractual guidelines. This implicates a cross-functional role to integrate and coordinate the inputs from different internal organizations and teams to reach internal alignment for the claim resolution path.
Responsibilities
- Executes claims management process connected to the sales cycle: data collection, cases analysis, coordinate technical assessment, creation of settlement proposal, approval processing & closure with customer facing teams (service or sales) with focus on internal alignment, customer relations, contractual terms & HP compliance.
- Maintains regular governance calls with assigned regions with focus on efficient communication, building continuously team dynamics with the regional teams to ensure smooth information flow and internal cooperation.
- Logs claims cases in Jira tool with updated data & approval to reflect the correct data in different internal platforms & dashboards.
- Organizes calls with relevant stakeholders to analyze complex cases (root cause analysis, financial impact, commercial context, etc.) in order to facilitate decision-making process.
- Provides risk/liabilities assessment and long-term vs short-term impact on potential and open claim cases to different organizations.
- Keeps close connection to HP local legal counsels to ensure compliant and documented agreement as needed.
- Ensures proper deployment of signed agreements with various internal teams, with attention to record retention based on audit requirements.
Education & Experience
- Four-year or Graduate Degree in Sales, Marketing, Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.
- Typically has 2-4 years of work experience, preferably in sales, operations management, project management, process improvement, or a related field or an advanced degree with little or no work experience.
Knowledge & Skills
- Good communication skills (written, verbal)
- Basic knowledge with Microsoft Office (Excel, Word, PowerPoint)
- Strong synthesis & analytical skills
- Structured mindset
- Solid business acumen and basic understanding of accounting concepts
- Ability to work under pressure and defend a specific position
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 to 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.
Sounds like you? Apply and let’s have a talk
Sales and Services Entity (ES11)
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