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 (i.e. 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 team lead.
MISSION AND STRETEGIC ACTIONS
MISSION 1
Team Management
- Motivate team
- Manage team members performance
- Provide support to CSR on customer escalations
- Ensure processes are followed
- Provide regular updates to CSR Manager
- Act as back up when CSR manager is out of office
MISSION 2
- Develop Customer Oriented Culture
- Act as role model for CSR’s by demonstrating customer oriented behaviour
- Develop customer oriented behaviour within the team
MISSION 3
- Ensure quality of CSR service
- Analyze order aging
- Analyze SLA performance
- Analyze financial inventory (Shipped not billed)
- Analyze claims performance
- Advise CSR manager on improvements for potential quality issues
- Transfer instructions to appropriate teams to solve potential issues
MISSION 4
- Improve CSR processes
- Analyze root cause of quality issue/s
- Work with other HP entities to identify areas of improvement
- Suggest appropriate improvement initiative to CSR manager
- 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 environement
Previous experience in leading a team
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 procurement 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 in English
One other major European language (French, German, Spanish,…) would be a plus
HP invites you to apply on www.hp.com/go/jobs
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