US Enterprise Customer Support Representative

hace 1 mes

Tlaquepaque, México HP A tiempo completo

US Enterprise Customer Support Representative (CSR)

Description -

CSR (customer support representative) is involved in the end to end process of an order: since order is submitted by the customer and until it is delivered and invoiced.

Applies intermediate level of subject matter knowledge to solve a variety of common business issues/inquiries coming from the customer or internal users (sales, finance, etc) (Order status, order changes, cancelations, returns, etc)

Interacts on a daily basis with external customers in written ad oral conversations and with other HP teams that are key to the end to end resolution of the queries (Sales, planning, finance, etc)

Works on problems of moderately complex scope. Acts as an informed team member providing analysis of information. Exercises independent judgment within defined practices and procedures to determine appropriate action. Follows established guidelines and interprets policies. Evaluates unique circumstances and makes recommendations.

Responsibilities:

  • Acts as a first point of contact for regular, on-going customer accounts and some "top-tier" customers, on daily operational matters.
  • Resolves operational issues that may arise from the end-to-end sales process (e.g., order status, returns, and deliveries, invoicing, returns, and financial post- sales programs).
  • Engages with other functions and organizations to resolve issues (e.g., sales teams, supply chain, logistics) as they relate to customer support.
  • Acts as a point of contact for a specialized topic (e.g., order management, special pricing) and trains team members.
  • Contributes to efforts to optimize current processes, often collaborating with other groups within HP to improve day-to-day activities.
  • Represents team as a subject matter expert on internal processes to other functions and organizations.

Education and Experience Required:

  • First level university degree or equivalent experience.
  • Typically 2-4 years of related experience (e.g., supply chain, customer service, procurement, financial management).

Knowledge and Skills:

  • Intermediate communication skills with ability to convey medium impact messages clearly (verbal, written and presentation) to internal and external peers and management. Mastery in English and local language as well as other languages as required.
  • Intermediate understanding of moderately complex internal operational issues.
  • Developed problem-solving and analytical skills.
  • Broad knowledge of the end-to-end process of sales operations.
  • Developing knowledge of local legal compliance issues.
  • Demonstrated teamwork and collaboration skills.
  • Ability to structure and apply developed organizational skills to manage daily operational issues.

Job -

Sales Operations

Schedule -

Full time

Shift -

No shift premium (Mexico)

Travel -

Not Specified

Relocation -

No

Equal Opportunity Employer (EEO) -

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

If you’d like more information about HP’s EEO Policy or your EEO rights as an applicant under the law, please click here: Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law – Supplement

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