Customer Service Representative with German Skills (Job number #1574480)

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:

Education and Experience Required
- First level university degree or equivalent experience.
- Typically 2-4 years of related experience (e.g., supply chain, customer service, procurement, financial management).

Knowledge and Skills
- Intermediate communication skills with ability to convey medium impact messages clearly (verbal, written and presentation) to internal and external peers and management.
- Mastery in English and German
- Intermediate understanding of moderately complex internal operational issues.
- Developed problem-solving and analytical skills.
- Broad knowledge of the end-to-end process of sales operations.
- Developing knowledge of local legal compliance issues.
- Demonstrated teamwork and collaboration skills.
- Ability to structure and apply developed organizational skills to manage daily operational issues.

Hewlett Packard Enterprise Values:
Partnership first: We believe in the power of collaboration - building long term relationships with our customers, our partners and each other
Bias for action: We never sit still - we take advantage of every opportunity
Innovators at heart: We are driven to innovate - creating both practical and breakthrough advancements

What do we offer?
Extensive social benefits, flexible working hours, a competitive salary and shared values, make Hewlett Packard Enterprise one of the world´s most attractive employers. At HPE our goal is to provide equal opportunities, work-life balance, and constantly evolving career opportunities.

If you are looking for challenges in a pleasant and international work environment, then we definitely want to hear from you.

Hewlett Packard Enterprise creates new possibilities for technology to have a meaningful impact on people, businesses, governments and society. HPE brings together a portfolio that spans software, services and IT infrastructure to serve more than 1 billion customers in over 170 countries on six continents. HPE invents, engineers, and delivers technology solutions that drive business value, create social value, and improve the lives of our clients.

Learning does not only happen through training. Relationships are among the most powerful ways for people to learn and grow, and this is part of our HPE culture. In addition to working alongside talented colleagues, you will have many opportunities to learn through coaching and stretch assignment opportunities. You’ll be guided by feedback and support to accelerate your learning and maximize your knowledge. We also have a “reverse mentoring” program which allows us to share our knowledge and strengths across our multi-generation workforce.

Enterprise Group works to streamline innovation and simplify IT with superior solutions. By combining ESSN (Enterprise Server, Storage and Networking) and Technology Services into one division, we gain a strategic advantage in our focus on “Converged Infrastructure”. The HPE Enterprise Group supports our customers with the transformation and integration of their technology. We are there for our customers – come join us!

Customer Support Representative

Responsibilities:
- 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 Order To Cash
- 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 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
- Provides clear and proactive communication on escalation status to both customer and internal stakeholders