Customer Service Representative - German Speaker (Job #1440723)

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.

JOB REQUIREMENTS:

(Knowledge, skills, experience)

degree level education
experience in customer interaction
experience in working with multiple countries/sub- regions at a high level of complexity
fluency in English and German
fluency in supported country’s language– where applicable
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

The Customer Service Representative works within a European, multicultural and fast moving business environment, supporting the PPS and Enterprise Group’s Customers/Partners and Sales Force, within the area of order fulfillment. He/she is located in a central order fulfillment team and has a wide variety of responsibilities:

Backlog accountability:

Manages customer backlog to ensure that appropriate actions are taken to deliver orders within agreed SLA and according to business need

Review the backlog tools in use (i.e. E2E tool, FOM) on a daily basis and acts accordingly

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 OTC

Coordinates customer’s change requests

Financial & revenue management:

Ensures all orders are invoiced and closed in the systems

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

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

Communication & E2E coordination:

CSR/CAA is the first & unique point of contact of the customer for all questions, information & requests regarding the orders in process & the claims.

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

Interfaces internally to the country team, Supply Chain, Logistics, Credit&Collection, Contract department, GBS back-end team, QTO teams

Provides consultancy and guidance to the account team on Order to Cash processes and policies

Confirm order is processed to customer for manual orders (where applicable)

Provide proactive status updates to customer and sales on order, especially on those at risk to be delivered out of SLA

Ensures all direct customer inquiries are acknowledged within 4 hours, including “status update of no-status-update”

Ensures AOM (where applicable) is always informed on any operational issues within the account

Manages the daily interaction with the GBS team, finds solutions to queries and issues raised and provides coaching and training as needed

Escalation ownership:

Own all order related escalations, regardless of the level they have reached

Ensures the CSO OTC escalation process is properly and efficiently followed at all times

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.)