18-08-2008 | EXPIRA LA 24-08-2008
Job expirat
Support Front-office and Back-office teams on operational issues
* Answer Front-office (Country Post-Sales Key Users) and Back-office (Bucharest Operations) team questions
* Log issues to IT or partners (GSI, Global Collect, Ingram Micro, Also) or appropriate owners when needed
* Follow-up on issue resolution within agreed SLA
* Communicate issue resolution to Key Users and appropriate audience
* Qualify and route issues to the relevant operational team if not system related
* Maintain issue tracker log with up to date information on issue resolution
* Produce weekly report on support cases/bugzilla tickets, TAT performance and aging
* Organize and lead the weekly support meeting with Post Sales Key Users, Back office team Key Users and Process Engineers
Monitor transmission errors
* Daily monitoring of transmission errors between GSI, HP and Logistics Partners systems
* Coordination with IT, GSI, Logistics Partners and Operations teams for backlog cleaning
* Publication of weekly metrics and action plans for improvements
Create and/or maintain user guides and training documentation
* Create or maintain user guides for Operations Support activities
* Create and/or maintain training packages on order management systems and processes for new comers in Front-office and Back-office teams
* Communicate to Back-office and Front-office teams operating mode update in case of temporary workarounds
Train Front End Key Users and Back-office team on system updates or refresh
* Prepare training environment and material, including exercises
* Deliver training to Front-office Key Users and Back-office team on system updates and new capabilities
* Deliver induction training to new Front-office and Back-office users when needed
Participate to projects and process improvements
* Provide order management systems and processes expertise to project teams
* Analyze root causes of quality issues
* Plan and execute systems tests in case of new or improved capabilities to ensure quality and systems readiness before move to production
* Follow-up golden orders to validate production systems quality
Audit
* Ensure all audit requirements are integrated in user guides and training documentation
* Prepare and support all audits on HP Store Operations activities
Our ideal candidates have the following minimum Requirements:
Education
*Bachelor/Master degree in Business or equivalent experience
Experience in one or more of the following:
* From 2 to 5 years of order management experience
* Experience of Key User or support of an operational team
Knowledge
* Good knowledge of general administrative/clerical processes
* Knowledge of Order management processes
* Knowledge in IT Tools (ERS systems, eCommerce tools, database systems, MS-Office and computer tools…)
* General understanding of Sales Administration processes
Skills
* Experience and interest in IT systems
* Good level of Excel and reporting skills
* Analytical skills, problem solving capabilities
* Strong customer oriented attitude
* Efficient in stressful situations
* Excellent communication skills, written and oral
* Rigor, commitment
* Leadership, change management
* Eye for detail
* Ability to manage priorities
Language
* Fluent in English, both spoken and written
HP Store is the direct selling motion to the consumer and Small/medium businesses markets, offering ordering on the web as well as through a telesales person. This is a fast growing business, currently present in 6 European countries, competing will all on-line computer resellers, including Dell and major retailers.
HP Store Operations, part of Volume Direct Operations, is responsible for developing new capabilities to improve the total customer experience and enable business growth, operating all order management activities from the order validation until delivery and customer payment to ensure the best and fastest on-line service to our customers, and managing the supply chain to ensure optimal product availability and fast delivery.
HP Store Operations teams are located in the six countries we are offering HP Store, in Grenoble (France) and in Bucharest.
