Job expirat
MISSION AND STRATEGIC ACTIONS
MISSION 1
- Team Management
- Motivate team.
- Manage team member’s performance.
- Provide support to CSR on customer escalations.
- Ensure processes are followed.
- Provide regular updates.
-Develop Customer Oriented Culture
-Act as role model for CSR’s by demonstrating customer oriented behavior.
-Develop customer oriented behavior within the team.
MISSION 2
-Ensure quality of CSR service
-Analyze order aging.
-Analyze SLA performance.
-Analyze financial inventory (Shipped not billed).
-Analyze claims performance.
-Advise on improvements for potential quality issues.
-Transfer instructions to appropriate teams to solve potential issues.
MISSION 3
-Improve CSR processes
-Analyze root cause of quality issue/s.
-Work with other HP entities to identify areas of improvement.
-Suggest appropriate improvement initiative.
-Work with process experts to implement new initiatives.
-Track affectivity of new process initiatives.
EDUCATION
Bachelor/Master degree in Business or sales or equivalent experience.
EXPERIENCE
Experience in one or more of the following:
Minimum three years experience in sales administration/customer facing environment.
Previous experience in leading a team for at least 12 months is a must.
KNOWLEDGE
Good 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…).
General understanding of order management processes.
SKILLS
Strong customer oriented attitude.
Efficient in stressful situations.
Excellent communication skills, written and orally.
Leadership/Charisma.
Eye for detail.
Ability to manage priorities.
LANGUAGE
Fluent English is a must.
Fluent Italian is a strong plus.
One other major European language (French, German, Spanish,) would be a plus.
Five 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 the Volume Direct Operations organization hosts the Customer Service Representatives (i.e. CSR) teams, which are aligned to the countries served. This teams aims at serving as the single interface between the customer and HP regarding any open order and/or claim.
The teams are composed of around 10-15 people, located in Bucharest responsible for pan-European and global accounts who require a more centralized approach to operational order management activities. In the role of CSR Manager you will be responsible for managing a team of 15 Customer Service Representatives ensuring that daily operational objectives are met in line with business goals. The position is located in Bucharest, Romania.
