Description -

Description -

This is a Customer Operations role within the Supply Chain Customer Operations & Logistics team under Enterprise Operations, supporting the NA Market.  Customer facing role 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, 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.

• Drives efforts to optimize current processes, 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.

• Provide data-based solutions and recommendations to drive business decisions.

• Accountable and influential for driving cross-functional metric actions and Increase Total Customer Experience (Speed, Predictability). Shipped Not Invoiced, Frictionless, Disputes, etc.

Knowledge and Skills:

• Strong and assertive communication skills, with ability to convey impact messages clearly (verbal and written)

• Executive communication - leveraging concise and effective messaging, empathy and listening ability

• Mastery in English and local language

• Advanced problem-solving with critical thinking/data analytics for decision making

• Ability to recognize and summarize the business issue, impact and resolutions

• Efficient time management and clear prioritization structure

• Continuous process improvements & optimization

• Customer centricity and strong partner engagement

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

• Strong knowledge of Microsoft Office (Excel, PowerPoint, etc.)

• Have a business mindset and end-to-end Supply Chain processes (plan, source, make deliver) to transition from tactical to strategic.

• Developed conflict resolution skills.

• Emotional intelligence, growth mindset and resiliency

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

• Autonomy - Ability to Initiate, influence & drive discussions, independently

• Challenge status quo to accelerate business outcomes

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).

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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.

For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"