29-01-2009 | EXPIRA LA 04-02-2009
Job expirat
Customer relationship
- Serve as single point of contact for Direct customers
- Answer to customer requests regarding open orders and claims
- Proactively communicate order status to customers
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
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
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
Invoices management
- Identify and analyze orders shipped but not invoiced
- Provide reason for no invoice
- Transfer instructions to appropriate teams to solve potential issues
Experience
- 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
Knowledge
- 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 : Power Point, Excel, Outlook)
- General understanding of procurement processes
Skills
- Ability to work with minimum supervision
- Interpersonal & communication skills
- Customer-oriented
- Ability to easily adapt to different situations, efficient in stressful situations
- Resourceful, inventive
Language
- English
- One other major European language (French, German, Spanish,...) would be considered a big plus
HP invents. We believe in thinking space, room to create, radical ideas and if ever we depart from that culture we’ll start over. Our market is complex, but HP works simple: our structures are straightforward, grouping people and their skills in business or product sectors where they’ll stimulate each other and work best together.
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.
Currently, we are centralizing part of our operations in Bucharest and we are looking for candidates willing to join a competitive, rewarding business environment for the positions of:
