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Customer Engagement Manager

hace 2 meses

Tlaquepaque, Jalisco, México Hewlett Packard A tiempo completo

Job Summary:

This role is a Customer Engagement Management Advisor II within the US Consumer Order Management team at Hewlett Packard. Our charter is to deliver Total Partner Experience through process efficiencies, internal/external collaboration, teamwork, and process knowledge while contributing to HP's financial goals.

Key Responsibilities:

  • Acts as a first point of contact for regular, on-going customer accounts and some "top-tier" customers, on daily operational matters.
  • Ensure orders are executed to meet service level agreement and supply chain requirements to deliver exceptional customer experience
  • 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.
  • Accountable for order execution and backlog management; orders processed effectively and efficiently; ship and deliver per business and partner expectations, including shipment track and trace to delivery.
  • Responsible for Total Order to Cash Cycle (Order entry to Invoicing)
  • Utilize track-n-trace as a competitive advantage to meet customer RDD requirements
  • Partnership with Retail Partners in all aspects of Order Management
  • Face of Customer for Retail Partners
  • Partner with Contracts/GTS/Credit to meet/exceed customer requirements
  • Partner with SC and Logistics Network to meet/exceed customer requirements
  • OM Compliance
  • SOX, SAB101, SOD, Records Retention

Requirements:

  • First level university degree or equivalent experience.
  • Typically, 2-4 years of related experience (e.g., supply chain, customer service, procurement, financial management).
  • Strong 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.
  • S4 Knowledge is desired
  • Advanced MS Excel knowledge
  • Developed problem-solving and analytical skills.
  • Broad knowledge of the end-to-end process of Supply Chain operations.
  • Developing knowledge of local legal compliance issues.
  • Demonstrated teamwork and collaboration skills.
  • Key metrics supported:

Aged backlog

SOTAT

SNI

Frictionless

Vendor Compliance

TCE