10-08-2007 | EXPIRA LA 09-09-2007
Job expirat
Three years ago, HP launched its Direct business to deliver solutions and services directly from HP through a customizable direct relationship or via a 1st 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 competes directly with Dell.
Within EMEA Global Operations, the Volume Direct Operations organization hosts the Customer Service Representatives (CSR) team. This team aims at serving as the single interface between the customer and HP regarding any open order and/or claim.
This team is composed of more then 100 members, located in major European countries to be closer from the customer and from the Direct sales force. For a number of pan European and global accounts who require a more centralized approach, a new team is being built in Bucharest, Romania. For this team we are looking for CSR’s.
MISSION AND STRATEGIC ACTIONS
Mission 1 Customer relationships
Strategic actions
Serve as single point of contact for Direct customers
Answer to customer requests regarding open orders and claims
Proactively communicate order status to customers
Mission 2 Order receipt and check
Strategic actions
Receive order from customer
Check that order contains mandatory information and is adequately filled
Check that order information is accurate
Complete order information
Forward checked orders to the order entry team
Mission 3 End-to-end order follow-up
Strategic actions
Uses internal tools to check order status
Verify that order are scheduled within service level agreements
Inform customers about deviations
Take appropriate action in case of deviation
Confirm order to customer within defined timeframe
Mission 4 Claims management
Strategic actions
Analyze and qualify claims
Identify the corrective action to be taken
Transfer instructions to the appropriate teams
Collaborate with other HP entities to ensure claims are resolved appropriately
Mission 5 Invoices management
Strategic actions
Identify and analyze orders shipped but not invoiced
Provide reason for no invoice
Transfer instructions to appropriate teams to solve potential issues
One or two years experience in sales admin support job with basic administrative & clerical support for sales and in sales for advanced level role.
External customer interface experience
Experience in taking care of ongoing business
Experience in answer to a wide-range of complex customer inquiries requiring investigation (non-standard solutions)
Experience in acting as liaison between customer, sales/support team & supporting divisions / business centers
System administration
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
Ability to work with minimum supervision
Interpersonal & communication skills (telephone, clarity, …)
Customer-oriented
Ability to easily adapt to different situations, efficient in stressful situations
Thoroughness
Resourceful, inventiveness
One other major European language -French, German would be considered a pre
Compania noastra imbina experienta, expertiza, managementul activ si cultura creativa. Asiguram clientilor nostri know-how-ul si cunoasterea pietei din Romania pentru a ajuta dezvoltarea unui proiect de succes. Forta companiei APT Resources & Services consta in insasi echipa si in devotamentul ei pentru a oferi de fiecare data cele mai bune performante. Domeniile noastre de specialitate se incadreaza in servicii profesionale de resurse umane, incluzand recrutare & selectie de personal si consiliere in cariera.
