Job Summary

This role is responsible for improving the customer experience and handling a variety of issues and concerns while working closely with cross-functional teams. The Customer Operations Specialist works within fast moving business environment, supporting the HP Customers/Partners and Sales Force, within the area of order fulfillment.

Responsibilities

Manages customer/partner backlog to ensure that appropriate actions are taken to deliver orders within agreed SLA and according to business needReviews the backlog tools in use (e.g. E2E tool, FOM, or any other tool used by HP) on a daily basis and takes actions to bring the delayed orders back in contractual HP SLAs.Provide backlog analysis and summary report to customer and account team if and 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.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.Maintains relationships with vendors and channel partners, ensuring smooth collaboration and effective communication to meet customer needs.Ensures adherence to organizational policies and procedures related to customer engagement and support activities, including compliance with legal requirements.Participates in ongoing training and development programs to stay updated on industry trends, best practices, and emerging technologies.Generates regular reports on key performance metrics, customer satisfaction, and issue resolution effectiveness to management and relevant stakeholders.

Education & Experience Recommended

Must be a recent graduate (Class of 2024) or expected to graduate in 2025.Typically has 0-2 years of work experience, preferably in a corporate customer-facing environment, in customer relationship management (CRM), customer service, customer experience management, account management, or a related field.

Knowledge & Skills

Proficiency in French at an intermediate level is required.

Cross-Org Skills

Effective CommunicationResults OrientationLearning AgilityDigital FluencyCustomer Centricity

Impact & Scope

Impacts own work and acts as a team member by providing information, analysis, and recommendations in support of team efforts.

Complexity

Learns to apply basic theories and concepts to work tasks.

Disclaimer

This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.