Customer Service Representative with Advanced German Skills (Job number #1492922)

Employer: Hewlett Packard Enterprise
Domain:
  • Customer Support - Client Service
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • Updated at: 22.03.2016
    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

    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
    • 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

    Responsibilities

    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:

    1. 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

    2. 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

    3. 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

    4. 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.)

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