HP

Customer Service Representative - US Federal Customer Operations

Description -

This role is a Customer Service Representative within the US Federal Order Management team. Our charter is to deliver Total Customer Experience through process efficiencies, internal/external collaboration, teamwork, and process knowledge while contributing to HP’s financial goals. This is an excellent opportunity for you to grow your knowledge of large-scale supply chain best practices and build a career in a Fortune 100 company. This highly visible position with-in HP will allow you to develop knowledge through experiences that will challenge you daily. 

Responsibilities:

• Acts as a first point of contact for regular, on-going US Federal customer accounts, 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 fulfillment, 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. 
• Represents team on internal processes to other functions and organizations. 
• Accountable for order execution and backlog management; orders processed effectively and efficiently; ship and deliver per business and customer expectations, including shipment track and trace to delivery. 
• Responsible for Total Order to Cash Cycle (Order entry to Invoicing) 
• Partnership with Customers, Partners and Sales Teams in all aspects of Order Fulfillment
• Customer and Partner facing activities.
• 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 

Education and Experience Required:

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

Knowledge and Skills:

• 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. 
• SAP S4/HANA 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. 
• Ability to structure and apply developed organizational skills to manage daily operational issues. 

Key Metrics Supported

• Aged Backlog
• SOTAT (Sales Order Turnaround Time)
• SNI (Shipped Not-Invoiced)
• Frictionless
• Email TAT
• Vendor Compliance
• TCE (Total Customer Experience)

Job -

Sales Operations

Schedule -

Full time

Shift -

First Shift (Mexico)

Travel -

Relocation -

Equal Opportunity Employer (EEO) - 

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

If you’d like more information about HP’s EEO Policy or your EEO rights as an applicant under the law, please click here: Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law – Supplement