13-11-2008 | EXPIRA LA 19-11-2008
Job expirat
Four 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
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
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
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
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
Identify and analyze orders shipped but not invoiced
Provide reason for no invoice
Transfer instructions to appropriate teams to solve potential issues
-Fluency in English, both spoken and written.
-+1 year experience in sales admin support job with basic administrative & clerical support for sales.
-External customer interface experience.
-Experience in answer to a wide-range of complex customer inquiries requiring investigation.
-Experience in acting as liaison between customer, sales/support team & supporting divisions / business centers.
-System administration.
-Knowledge of sales supports processes (order tracking; quotations; configurations; product delivery & support).
-Knowledge in IT Tools (database system; MS-Office and computer tools…)
-Ability to work with minimum supervision
-Interpersonal & communication skills.
-Customer-oriented.
-Ability to easily adapt to different situations, efficient in stressful situations.
You are invited to apply through www.hp.com/go/jobs: Job Number: 269491
HP will offer you training for this challenging position with further development opportunities in an international environment.
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.
