Customer Service Representative (Job #1414383)

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Employer: Hewlett Packard Enterprise
Domain:
  • Customer Support - Client Service
  • Job type: full-time
    Job level: 0 - 1 years of experience
    Location:
  • BUCHAREST
  • Updated at: 30.07.2015
    Remote work: On-site
    Short company description

    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.

    Requirements

    1. Minimum 1 year previous work experience
    2. Fluent knowledge of English and/or another European language required
    3. Excellent communication skills
    4. Experience in working with MS Office applications: Excel, Word and PowerPoint
    5. Business savvy


    Competences:

    • Excellent communication skills
    • Customer service mentality
    • Ability to prioritize workload and manage a high volume of work with accuracy
    • Process & tool oriented
    • Analytical
    • Very good organization skills
    • Meet agreed deadlines for action and feedback
    • Act with a high level of flexibility
    • Ability to handle conflict situations
    • Ability to work in a multicultural team in a central European set-up
    • Ability to contribute in a fast changing environment

    Responsibilities

    The Customer Account Administrator works within a European, multicultural and fast moving business environment, supporting the Sales Force and their Customers, within the area of order fulfillment. He/she is located in a central order fulfillment team as well as fully integrated with a local country team. The Customer Account Administrator has a wide variety of responsibilities, including the following:

    1. Operational support to HP customers

    a. Provides daily support to HP customers via phone and mail
    b. Manages and coordinates any request for order scheduling and prioritizing with the suppliers, in order to meet partner/client expectations
    c. Manages requests coming from client / partner and internal departments
    d. Informs the team as soon as a problem occurs


    2. Order processing

    a. Responsible for the orders and requests coming from client
    b. Manages orders and issues raised by the order support team
    c. Responsible for framing the response and reaction times in well-defined business intervals


    3. Back-end Business Center Support

    a. Managing the daily interactions with the order back end team, finding solutions to problems and situations arising, providing process information when needed
    b. Ensure that agreed standards are met in the delivery of services


    4. Communication

    a. Acts as a single point of contact for customer to ensure their satisfaction
    b. Communicates all relevant information to the client
    c. Acts as client interface for all countries, regional offices, commercial contracting, following the receipt, logistics and suppliers worldwide
    d. Keeps close contact with the country/region sales team


    5. Management of pending orders:

    a. Backlog proactive monitoring using different tools and reports - activity to avoid escalation
    b. Provide continuous visibility of pending orders to client and national departments, especially during the end of the quarter and fiscal year
    c. Provides information to customer and HP's sales team in a structured manner and with quality information on issues affecting pending orders
    d. Manages special and exceptional circumstances (eg: returns, change orders, coordination of delivery)


    6. Disputes
    a. Treat all relevant disputes in accordance with the delineation of responsibilities specified in a formal document specifically designed for this purpose


    7. Escalation

    a. Timely treat all written or oral request of the client
    b. Provides clients with solutions when problems arise, using efficient HP network


    8. Control

    a. Ensures that HP standards and audit requirements are met and maintained
    b. Contributes to the fulfillment of the business indicators of process and reference


    9. Training and communication

    a. Takes part in all trainings and meetings and provide feedback with necessary information and recommendations to help improve trainings
    b. If requested, assists new employees with trainings / tasks required within the New Employee Orientation Program
    c. Can create or assist trainings and / or presentations on the functioning processes of the department or the general management issues
    d. Acts as a team member by providing information, analysis and recommendations to support team effort
    e. Ensure transparency, documenting properly and storing public information on the SharePoint


    10. Business Control & Quality

    a. Ensure HP policies, legal regulations and audit requirements are met and maintained
    b. Contribute to reaching the defined process measures and business fundamentals (e.g. turn-around-times, field inventory levels etc.)
    c. Monitor and act on defined business control reports to ensure correct data integrity


    11. Other responsibilities

    a. Responsible to protect department equipment during the the possesion and use of its
    b. Provides adequate backup and continue the work by teaching the necessary information during the leave and other absences
    c. Applies & Respects Quality Control policies to ensure compliance with policies and HP audit requirements
    d. Respects the privacy and private information of HP
    e. Responsible for ensuring personal conduct, maintaining HP standards of conduct
    f. Comply with Rules of Procedure
    g. Performs additional tasks assigned by manager
    h. Responsibility for health and safety at work:
    i. Respects the law on labor protection;
    ii. Participates in work safety briefings held regularly;
    iii. Announces immediate hierarchical superior of an accident at work.

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