Customer Service Representative with Spanish Skills- Job# 1250223

Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. We know diverse backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.

Within EMEA (Europe, Middle East & Africa) Global Operations, the Sales Operations organization hosts the Order Management team. This team aims at serving as the single interface between Enterprise customers and HP regarding any customer order and/or claim. He/She works within an European, multicultural and fast moving business environment. He/she is located in a central order fulfillment team and has a wide variety of responsibilities:





MAIN RESPONSIBILITIES



Customer relationships



1. Communication & E2E coordination

· Serve as single point of contact for Enterprise customers in the order to cash field

· Manages customer backlog to ensure that appropriate actions are taken to meet agreed service level agreement and according to business need

· Provides consultancy and guidance to customer on order management cycle (via phone / email) and ensures customer is aware of the order acceptance policy

· Provide backlog analysis and summary report to customer and account team if and when required

· Manages all claims, exceptions and special requests in the area of order to cash

· Interfaces internally to the country team, Supply Chain, Logistics, Credit&Collection, Contract department, back-end team, Lead to Order teams





2. Financial & revenue management

· Helps maximizing the revenue on the accounts in quarter ends through collaborations with all involved stakeholders

· Minimizes field inventory through constant analysis of the justification of each case

· Keeps the volume of financial disputes to a minimum and actively works to closing as soon as possible them once they appear



3. Escalation ownership

· Own all order related escalations / performance deviations and drive / deploy associated improvement plans across his/her portfolio

· Provides clear and proactive communication on escalation status to both customer and internal stakeholders

· Escalates at appropriate point any operational recurring issues (high # of claims, IT issues, etc.)



JOB REQUIREMENTS

· Bachelor degree or equivalent education, ideally with business orientation.

· Native Portuguese and fluent in English are mandatory. Spanish and Catalan are considered a plus.

· Excellent spoken and written communication skills

· Experience in dealing with external customers by telephone.

· Minimum 1-2 years of related experience (e.g., supply chain, customer service, procurement, financial management).

· medium/advanced Microsoft Office tools knowledge



COMPETENCIES:

(Behavior, attitude, capabilities)

• Customer oriented – keep always 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

• Ability to prioritize workload, and manage a high volume of work with accuracy

Bachelor degree or equivalent education, ideally with business orientation.

· Native Portuguese and fluent in English are mandatory. Spanish and catalan are considered a plus.

· Minimum 1-2 years of related experience (e.g., supply chain, customer service, procurement, financial management).

· Experience in dealing with external customers by telephone.

· High IT proficiency and experience as a user of MS Office applications. (Experienced user of Excel or databases).

· Excellent spoken and written communication skills.

· Ability to manage high workload while keeping a high level of quality and meeting deadline

· Excellent team work ability and a positive attitude.