CUSTOMER SERVICE REPRESENTATIVE – Advanced ENGLISH Speakers Job Number: 224108

RESPONSABILITATI

Five years ago, HP launched its Direct business to deliver solutions and services directly from HP through a customizable direct relationship or via a 11st Tier, to large and enterprise customers. Since then, this business has been growing at a very rapid pace, in the revenue generated as well as the number of customers served, and in an extremely volatile and competitive market place.

Within EMEA Global Operations, the Volume Direct Operations organization hosts the Order Management Customer Service Representatives (CSR) team. This team aims at serving as the main interface between the customer and HP regarding the E2E processing of customer orders.

This EMEA team is composed of more than 100 members across Europe to be closer to the customer and Direct sales force. As part of our ongoing strategy to improve our performance we are building additional resource to support the growing business for the local order desk teams to be located Bucharest, Romania.

For this team we are recruiting Customer Service Representative’s with the following attributes and skills to meet the ever growing demands inline with HP’s WW business strategy

MISSION AND STRATEGIC ACTIONS
Mission 1 - Customer relationships
Strategic actions:
Main point of contact to the customer /sales Ops team for any post sales order enquiries for assigned accounts.
Proactively monitor order progress end to end from order receipt to delivery to the customer.
Drive resolution of issues for each individual escalation, ensuring the customer is informed proactively.
Manage claim enquiries associated to orders within agreed SLA’s
Create, amend and update any pre-defined customer specific report.
Attend Customer setup /Direct Order Operational Reviews (DOOR)

Mission 2 - Order receipt and check
Strategic actions:
Receipt and transact orders inline with HP Policies and procedures and agreed SLA’s
Verify order contains mandatory information inline with HP policy and customer setup
Basic knowledge of general administrative/clerical processes
Knowledge of sales support processes (order tracking; quotations; configurations ; product delivery & support)
Broad knowledge of administration, report generation and database inputs
Knowledge in IT Tools (database system; MS-Office and computer tools…)
Exchange, SQL technical knowledge and experience
General understanding of procurement processes

CERINTE

DESCRIEREA FIRMEI

HP is committed to developing products, services and information that are accessible to everyone, including people with disabilities or age-related limitations. This commitment supports our company s diversity and Total Customer Experience objectives and helps ensure that the benefits of technology are available to all.