The Customer Operations Specialist / Order Management Specialist works within a European, multicultural, and fast-moving business environment, supporting the partner's Customers/ Partners and SalesForce, within the area of order fulfillment. He/ she is in a central order management team and has a wide variety of responsibilities.

• Applies developed subject matter knowledge to solve common and complex business issues within established guidelines and recommends appropriate alternatives
• Able to work independently with minimal supervision on recurrent business topics
• May act as a domain champion and initiate projects addressing business topics of moderate to high complexity
• Able to understand complex cross-functional business topics and focus on resolution
• Ensures proper backup and handover during vacation and other absences
• Applies internal policies to ensure the partner's policies and audit requirements are met

Job Responsibilities:

Backlog accountability

• Manages customer/partner backlog to ensure that appropriate actions are taken to deliver orders within the agreed SLA and according to business needs
• Reviews the backlog tools in use (e.g., E2E tool, FOM, or any other tool used by HP) daily and takes actions to bring the delayed orders back in contractual the partner's SLAs
• Provide backlog analysis and summary report to customer and account team when required, in due time and with accurate information, as per the received requests
• Manages all claims, exceptions, and special requests in the area of Customer Operations, in due time and in alignment with agreed procedures/policies, as per the received requests
• Coordinates customer’s change requests in due time and in alignment with agreed procedures/policies, as per the received requests, ensuring the accuracy of the task

Financial & revenue management

Ensures all orders are invoiced and closed in the systems, if not the case takes action to trigger the necessary invoice or provide the business justification to leave the billing open

Minimizes field inventory through constant analysis of the justification of each case and reports to Champion / TL

Keeps the volume of financial disputes to a minimum and actively works to close them as soon as possible once they appear

Helps maximize the revenue on the accounts in quarter ends through collaboration with all involved stakeholders

Communication & E2E coordination

• CSR/ Operations Specialist is the first & unique point of contact of the customer for all questions, information & requests regarding the orders in process & the claims – he/she drives customer engagement (reactive and proactive) by timely and accurate feedback giving to the customer and internal stakeholders on order status and actions taken to optimize the backlog to deliver the goods/services with agreed SLAs
• Provides consultancy and guidance to customers on the order management cycle (via phone/ email) and ensure the customer is aware of the order acceptance policy. Delivers in time and accurate information, as per the agreed process/ procedure and the client’s request
• Interfaces internally with the country team, SC Order Fulfillment, Logistics, Credit & Collection, all relevant Sales Operations functions, and ISS (India Shared Services) back-end team, in order to ensure the best way of delivering the tasks
• Provides consultancy and guidance to the account team on Customer Operations processes and policies
• Confirm order is processed to the customer for manual orders (where applicable)
• Provide proactive status updates to customers and sales on orders, especially on those at risk to be delivered out of SLA
• Ensures all customer/ partner inquiries are acknowledged within 4 hours, including “status update or no-status-update.”
• Supports the ISS team, finds solutions to queries and issues raised, and provides coaching and training as needed

Escalation ownership

• Accountable for providing in-time and accurate resolution of all order-related escalations, regardless of the level they have reached
• Ensures the Supply Chain Customer Operations escalation process is properly and efficiently always followed
• Provides clear and proactive communication on escalation status to both customer and internal stakeholders
• Escalates at appropriate point any operational recurring issues (high number of claims, IT issues, etc.), and follows the escalation to ensure the problems/issue is finally solved – if applicable

General responsibilities:

• Ensures the accuracy of the processes and tasks from the Supply Chain Customer Operations department
• Delivers the requested tasks in due time
• Ensures the compliance of the processes, as per the partner’s internal policies
• Is aware of and respects the internal policies and procedures of the partner, both from a global and local level
• Delivers any other task or work-related responsibility as requested by the manager

• Degree-level education
• Experience in customer interaction
• Experience in working with multiple countries/sub-regions at a high level of complexity.
• Fluency in English
• Fluency in other required European languages
• Medium to advanced Microsoft Office tools knowledge
• Customer oriented –always keeps a customer focus
• Team spirit
• Flexibility and adaptability
• Strong analytical skills
• Ability to work and multitask under pressure
• Meet agreed deadlines for action

• Deliver quality outputs
• Able to work independently with limited external help
• Oriented towards continuous improvement
• Accuracy in delivering work tasks
• Ability to prioritize workload and manage a high volume of work with accuracy

• Excellent learning opportunities! Variety in your work and a fantastic, informal work atmosphere
• A challenging environment that will stimulate you to grow as a professional! 
• A great foundation for your career! 
• Grow with us! Your role will develop over time, so you can increase your experience and responsibilities. So, you can advance faster and further in your future career
• A friendly and welcoming work environment with an international working atmosphere where you can practice and learn new language skills with a diverse mix of colleagues and clients
• A dynamic work environment with a culture that is open, innovative, and performance-orientated
• Hybrid working module