Operations Specialist (Job #3012536)

At HP, we believe in the power of ideas. We use ideas to put technology to work for everyone. And we believe that ideas thrive best in a culture of teamwork. That is why everyone - at every level in every function, is encouraged to have original ideas, to express them and to share them. We trust anything can be achieved if you really believe in it, and we will invest in your ideas to change lives and the way people work. This vision is what sets us apart as a company. At HP we work across borders, and without limits. Global virtual teams share resources and pool their big ideas to solve business issues and meet personal goals. Everyone is valued for the unique skills, experiences and perspective they bring. That’s how we work at HP. And this is how ideas and people grow.

HP is a proven leader in personal systems and printing, delivering innovations that empower people to create, interact, and inspire like never before. We leverage our strong financial position to extend our leadership in traditional markets and invest in exciting new technologies.
HP has an impressive portfolio and strong innovation pipeline across areas such as:
• blended reality technology - our unique Sprout by HP will change the way people do things
• 3D printing
• multi-function printing
• Ink in the office
• tablets, phablets, notebooks
• mobile workstations

We’re looking for visionaries who are ready to make an impact on the way the world works. At HP, the future’s yours to create!

Knowledge, skills, experience:

• Bachelor's degree preferred and a minimum of 2 years of working experience
• experience in customer interaction
• experience in working with multiple countries/sub- regions at a high level of complexity
• fluency in English
• medium to advanced Microsoft Office tools knowledge

Competencies:

• Customer oriented –always keeps 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
• Accuracy on delivering work tasks
• Ability to prioritize workload, and manage a high volume of work with accuracy

The Operations Specialist works within a European, multicultural and fast moving business environment, supporting the HP Customers/ Partners and Sales Force, within the area of order fulfillment. He/ she is located in a central order management team and has a wide variety of responsibilities:

General Description:

Applies developed subject matter knowledge to solve common and complex business issues within established guidelines and recommends appropriate alternatives
Able to work independently up to minimal supervision on the recurrent business topics
May act as a domain champion and initiate projects addressing business topics of moderate to high complexity
Able to understand complex cross-functional business topics and focus on resolution
Ensures proper backup and handover during vacation and other absence
Applies internal policies to ensure HP policies and audit requirements are met

Job Responsibilities:

Backlog accountability

Manages customer/partner backlog to ensure that appropriate actions are taken to deliver orders within agreed SLA and according to business need
Coordinates customer’s change requests in due time and in alignment with agreed procedures/policies, as per the received requests, ensuring the accuracy of the task.

Financial & revenue management

Ensures all orders are invoiced and closed in the systems, if not the case takes action to trigger the necessary invoice or provide the business justification to leave the billing open
Helps maximize the revenue on the accounts in quarter ends through collaboration with all involved stakeholders

Communication & E2E coordination

CSR/ Operations Specialist is the first & unique point of contact of the customer for all questions, information & requests regarding the orders in process & the claims – he/she drives the customer engagement (reactive and proactive) by timely and accurate feedback given to the customer and internal stakeholders on order status and actions taken to optimize the backlog in order to deliver the goods/services with agreed SLAs
Interfaces internally to the country team, SC Order Fulfillment, Logistics, Credit & Collection, all relevant Sales Operations functions and ISS (India Shared Services) back-end team, in order to ensure the best way of delivering the tasks.

Escalation ownership

Accountable for providing in-time and accurate resolution of all order related escalations, regardless of the level they have reached
Escalates at appropriate point any operational recurring issues (high number of claims, IT issues, etc.), and follows the escalation to ensure the problems/issue is finally solved – if applicable.