Indigo LATAM Parts administrator

hace 1 mes

Tlaquepaque, Jalisco, México HP A tiempo completo

Indigo LATAM Parts administrator

Description -

Overview

• This position oversees Parts management and Returns processes in the Latin-America region in collaboration with Print Indigo business and different teams. The goal is to efficiently address common issues to ensure customer satisfaction and provide a smooth service experience.
The role includes managing customer inquiries through various channels, tracking open tickets diligently, and identifying root causes for timely resolutions. Additionally, it involves engaging with customers, making recommendations for operational enhancements, and contributing to department objectives.

Responsibilities

• Manage Ultimate Time Kits Administration for Indigo presses with LATAM Clients.

• Serve as the main contact for end-to-end Returns parts process in Latin America.

• Maintain accurate records of open tickets in QAD, SNOW, and other systems to ensure timely resolutions, proactively updating stakeholders on progress.

• Take charge of addressing service requests, implementing effective solutions, and meticulously documenting cases for further review.

• Identify the root causes of issues to facilitate swift resolutions and maintain detailed records for future reference.

• Address technical concerns raised by customers, such as product compatibility, support entitlements, invoice and shipping inquiries, and troubleshooting electronic support, among others.

• Interact efficiently with customers, sales teams, and service representatives, resolving a wide range of pre and post-sales queries.

• Contribute to achieving department goals by offering recommendations for efficiency improvements to management.

• Provide insights, recommendations, and written reports, actively participating in research, data analysis, and knowledge sharing initiatives.

Collaborate closely with technical support engineers, quality analysts, and sales staff to resolve customer issues promptly, promoting a unified team approach.

• Independently handle moderate scope problems, applying professional skills, exercising judgment, and following company protocols to address diverse challenges.

Education & Experience Requirements

• Bachelor's or master's degree in Finance, Administration, Business, Communication, Computer Science, or related field, or equivalent work experience and demonstrated expertise.


• Proficiency in English, knowledge of additional languages is advantageous.


• Strong communication, negotiation, and conflict resolution abilities.


• Capability to build relationships across different teams and cultures.


• Typically 1-3 years of experience in customer support or related fields, or advanced degree with relevant work experience.


• Familiarity with systems such as QAD, SNOW, HP Now is preferred.

Cross-Organizational Skills

• Effective Communication

• Results Orientation

• Learning Agility

• Digital Fluency

• Customer Centricity

Position -

Services

Schedule -

Full time

Shift -

No shift premium (Mexico)

Travel -

No

Relocation -

No

Equal Opportunity Employer (EEO) -

HP, Inc. offers equal employment opportunities to all employees and candidates, regardless of race, color, religion, gender, national origin, ancestry, citizenship, age, sexual orientation, disability, veteran status, marital status, family status, physical or mental disability, medical condition, pregnancy, genetic predisposition, uniformed service status, political affiliation, or any other characteristic protected by relevant laws.

You will not face any negative consequences if you choose to provide the requested information. The details obtained will remain confidential.

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