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Customer Operations Specialist
hace 1 mes
Main Responsibilities
The European Customer Service Specialist works in a multicultural business environment, supporting HP Customers and Sales Force in the area of order fulfillment. The specialist is located in a central order management team and has a wide variety of responsibilities.
Key Responsibilities
• Manage customer/partner backlog to ensure timely delivery of orders within agreed SLAs and according to business needs.
• Review backlog tools daily and take actions to bring delayed orders back in contractual HP SLAs.
• Provide backlog analysis and summary reports to customers and account teams as required.
• Manage all claims, exceptions, and special requests in the area of Customer Operations in due time and alignment with agreed procedures/policies.
• Coordinate customer change requests in due time and alignment with agreed procedures/policies, ensuring accuracy of tasks.
Financial Management
• Ensure all orders are invoiced and closed in systems; if not, take action to trigger necessary invoice or provide business justification to leave billing open.
• Minimize field inventory through constant analysis of justification of each case and report to lead.
• Keep financial disputes to a minimum and actively work to close them as soon as possible once they appear.
• Help maximize revenue on accounts in quarter ends through collaboration with stakeholders.
Communication and E2E Coordination
• Drive customer engagement (reactive and proactive) by timely and accurate feedback given to customers and internal stakeholders on order status and actions taken to optimize backlog.
• Provide consultancy and guidance to customers on order management cycle and ensure customer awareness of order acceptance policy.
• Deliver timely and accurate information as per agreed process/procedure and client's request.
• Interface internally with country team, Order Fulfillment, Logistics, Credit & Collection, and relevant Sales Operations functions to ensure best way of delivering tasks.
• Provide consultancy and guidance to account team on Customer Operations processes and policies.
• Confirm order is processed to customer for manual orders.
