Job description:

This is a Customer Operations role within the SCOOL team under Enterprise Operations, supporting the NA Market.  Customer facing role with strong partner engagement. Accountable for order execution and backlog management to support customer requirements and enable HPs financial objectives. We put the customer’s experience at the center of everything we do.

Responsibilities:

Acts as a first point of contact for customer accounts on daily operational matters.

Ensure orders are executed to meet service level agreement and supply chain requirements to deliver exceptional customer experience.

Accountable to resolve operational issues that may arise from the end-to-end sales process  (Order entry to Invoicing, e.g., order status, returns, and deliveries, invoicing, and financial post- sales programs).

Engages with other functions and organizations to resolve issues (e.g., Sales, Supply Chain, Logistics, Finance, C&C) as they relate to customer support and process improvements (Agile)

Acts as a point of contact for a specialized topic and trains team members.

Contributes to efforts to optimize current processes, often collaborating with other groups within HP to improve day-to-day activities.

Represents team as a subject matter expert on internal processes to other functions and organizations.

Accountable to drive cross-functional actions and Increase TCE (Speed, Predictability, OCCT). SNI, Frictionless, Disputes, etc.

Customer Facing

OM Compliance- SOX, SAB101, SOD, Records Retention

Acts as SME providing data-based solutions and recommendations to drive business decisions

Education and Experience Required:

First level university degree or equivalent experience.

Typically, 4-6 years of related experience (e.g., supply chain, customer service, procurement, financial management).

Knowledge and Skills:

Strong communication skills, assertive with ability to convey impact messages clearly (verbal, written and presentation) to internal and external peers and management. Mastery in English and local language as well

Advanced MS Excel knowledge is required

Advanced problem-solving and analytical skills

Demonstrated teamwork, collaboration and leadership skills

Autonomy and efficient time management

Ability to structure and apply developed organizational skills to manage daily operational issues.  

Problem solving with analytical mindset

Continuous process improvements & optimization

Customer facing and strong partner engagement

Order execution and backlog management

Customer centricity

Strong understanding of end-to-end Supply Chain process (plan, source, make deliver).

Knowledge of S4-SAP, Order To Cash processes is required

Very strong analytical and data modeling skills

Strong knowledge of Microsoft Office (Excel, PowerPoint, etc.), statistical analysis, and financial modeling.

Strong business acumen and technical knowledge within area of responsibility

Developed conflict resolution skills.

Emotional intelligence and growth mindset.

Ability to make decisions with limited information and translate it into proper level of communication as required

Business financial acumen

Resiliency