Customer Operations Team Lead

hace 2 semanas

Tlaquepaque, Jalisco, México Hewlett Packard A tiempo completo
Order Fulfilment Specialist Role

This is an Order Fulfilment role within the US Customer Operations Commercial Indirect team, supporting the US Market. As a key member of this team, you will be responsible for order execution, backlog management, and ensuring exceptional customer experience.

Responsibilities:

  • Act as the first point of contact for regular, on-going customer accounts and some top-tier customers, handling daily operational matters.
  • Ensure orders are executed to meet service level agreements and supply chain requirements, delivering an exceptional customer experience.
  • Resolve operational issues arising from the end-to-end sales process, including order status, returns, deliveries, invoicing, and financial post-sales programs.
  • Engage with other functions and organizations to resolve issues related to customer support, such as sales teams, supply chain, logistics, and contracts.
  • Act as a subject matter expert for specialized topics like order management, special pricing, and train team members accordingly.
  • Contribute to efforts to optimize current processes, often collaborating with other groups within HP to improve day-to-day activities.
  • Accountable for order execution and backlog management; ensure orders are processed effectively and efficiently, meeting shipment and delivery expectations.
  • Responsible for Total Order to Cash Cycle (Order entry to Invoicing).
  • Utilize track-n-trace as a competitive advantage to meet customer RDD requirements.

Education and Experience Required:

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

Knowledge and Skills:

  • Strong communication skills, with the ability to convey medium-impact messages clearly (verbal, written, and presentation) to internal and external peers and management.
  • Mastery in English and local language, with additional languages required as necessary.
  • Intermediate understanding of moderately complex internal operational issues.
  • SAP knowledge desired.
  • Advanced MS Excel knowledge is required.
  • Developed problem-solving and analytical skills.
  • Broad knowledge of the end-to-end process of Supply Chain operations.
  • Demonstrated teamwork and collaboration skills.

Estimated Salary Range: $65,000 - $90,000 per annum, depending on location and experience.

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