25-07-2008 | EXPIRA LA 31-07-2008
Job expirat
Business context
Within Global Operations, the Volume Direct Operations function is responsible to fulfill customer orders for HP Direct business, delivering products and services to customers in Europe/Middle East/Africa.
The Volume Direct Order Management Processes and Support Team is responsible for developing, deploying, maintaining and supporting business processes and systems to optimize productivity, accuracy and business controls for Volume Direct Operations.
Responsibilities
Support day to day operations on order management systems escalations
- Daily monitoring of issues with a team of 5 System Analysts, to ensure aging issues are escalated in a timely manner
- Manage escalations on issues, coordinating with IT Support teams, business teams and delivering efficient and timely communication
- Ensure real time communication of systems escalations to operational teams
- Participate to weekly issue management meetings with operational Key Users and Process Analysts; monitor issue tracker on system escalations.
- Produce and communicate on the team performance metrics with regards to escalations handling and resolution time, drive improvement actions
- Participate to new system capabilities development and deployment
- Raise development requests for bug fixes to Systems Process Engineer
- Participate to new systems capabilities or improvements projects, mainly on the User Acceptance Tests, training of Key Users and go live monitoring phases
- Contribute to the development and maintenance of required documentation on system user guides or training material
- 4 years of professional experience in sales admin support position with basic
administrative & clerical support for sales; or in SAP or other order management
system 1st level support; out of which preferably at least 2 years at HP / VDO
- Bachelor's degree in Business or Computer information systems or equivalent
experience.
- Broad knowledge in IT Tools (SAP or other systems, report generation and
database systems; MS-Office and computer tools) will be considered an
advantage.
- Knowledge of sales support processes (order tracking; configurations; product
delivery & support).
- Professional English at Advanced level.
- Experience in maintaining strong working relationships and effective lines of
communication with internal partners.
- Experience in managing a wide range of complex inquiries (non-standard
solutions).
- Ability to work with minimum supervision.
- General understanding of procurement processes.
- Experience in taking care of ongoing business and system administration.
- Experience in training.
Soft Skills:
- Can - do & problem solving attitude.
- Customer - oriented ability.
- Excellent & clear communication skills (both written and spoken).
- Used to exchange with higher levels of management.
- Organizational and analytical skills.
- Quality and details oriented.
- Interpersonal skills.
HP invites you to apply on www.hp.com/go/jobs.
HP dreamed of pioneering e-commerce and m-commerce… and it\'s happening. We dreamed of intelligent appliance, infrastructure and e-solutions… and it\'s happening, too.
All it takes is imagination. Lots of it. Which is why our approach is not just to sell boxes.
Our sales organization delivers a unique customer experience. We think of the business as a whole. We work together to sell strategic solutions as well as stand-alone products. And that\'s how we lead the e-services revolution
The impact of e-services is transforming our customers\' business…transforming the experience of their customers…transforming our customers\' value…enabling us to become catalysts in creating processes, redefining industry structures and changing the markets in which we operate.
We\'ve built a sales operation with offices throughout the world. In every one of them is a team of inventive, capable people…committed to serving
their customers and with the drive to meet demanding targets.
