Customer Engagement Manager

hace 7 días

Tlaquepaque, Jalisco, México Hewlett Packard A tiempo completo

Job Summary

We are seeking a highly skilled Customer Engagement Manager to join our team at Hewlett Packard. As a key member of our organization, you will be responsible for leading a team of individual contributors to resolve moderately complex issues and providing exceptional customer service to our top-tier retail customer accounts.

Key Responsibilities

  • Act as a first point of contact for high-complexity customer accounts, coordinating support on a broad range of daily operational matters.
  • Resolve high-impact operational issues, such as those related to global trade and compliance policies, and issues with high dollar-value exposure.
  • Coordinate with or lead other functions and organizations to resolve issues, including sales teams, supply chain, and logistics.
  • Administer and coordinate the financial claim and data collection processes, prioritizing and resolving situations to satisfy partner requests.
  • Work with partners and operational teams to reconcile financial disputes.
  • Take care of exceptions and particularities of the process, including debts to partners.
  • Involved in the resolution of escalations, exceptions, refusal to pay, and disputes.
  • Develop specific regional business knowledge to influence the relevance of global processes.
  • Discuss with regions and business partners regularly to identify new opportunities, business trends, and support local initiatives.

Requirements

  • First-level university degree or equivalent experience.
  • 4-6 years of related experience.
  • Advanced knowledge of the English language (fluency).
  • Knowledge and experience with MS Office, especially Excel.

Preferred Skills

  • Advanced communication skills with the ability to convey high-impact messages clearly (verbal, written, and presentation) to peers and management within and outside of HP.
  • Mastery in English and local language, as well as other languages as required.
  • Demonstrated project management skills.
  • Analytical, diagnostic, and problem-solving skills.
  • Ability to interact easily with various levels of management.
  • Ability to build and maintain solid internal/external relationships.
  • The ability to work in a multicultural team in a global setting.
  • Performance orientation, quality, accuracy, and reliability.
  • A strong orientation towards the client and internal beneficiaries.
  • The ability to manage and organize working time efficiently, being detail-oriented and respecting execution deadlines of projects and responsibilities.
  • Demonstrated discernment in prioritizing tasks, the ability to react/respond in a timely manner, and to complete ongoing situations.
  • The ability to work independently and remotely.
  • Responsibility, motivation, and a positive attitude under pressure and in conditions of uncertainty.
  • Flexibility and the ability to contribute in a constantly changing environment.

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