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. Confirms order is processed to customer for manual orders (where applicable). Provides 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.
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