Customer Support Operations Specialist

☑ Основы вакансии:

Опыт работы: 3–6 лет.

Тип занятости: полная занятость.

График работы: полный день.

Зарплата: по результату собеседования.

Примерное место работы: РФ, Москва.

☑ Актуальность объявления:

Это объявление № 22669556 добавлено в базу данных: Пятница, 26 апреля 2024 года.

Дата его обновления на этом интернет-ресурсе: Вторник, 30 апреля 2024 года.

☑ Репутация компании "HP Inc.":

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☑ Подробности о вакантном месте:

• In the highly competitive and fast growing Printing and Computing markets where after sales support excellence is / must be a major sales differentiator, Customer Support (CS) develops, manages and supplies Warranty and Support Services to HP Customers by delivering a superior Customer Experience at a competitive cost. In the current IT industry transformation, and in the Printing and Computing markets, contribute to build an organization which and to offer the best user experience, with the best cost structure, with new services, makes today a job in the CS organization a fantastic career opportunity.

• Operation Manager role is to manage HP branded support and services related activities at country level, delivered by Direct Delivery Supplier(s), to be the country and customer voice internally towards the other functions with strong end-to-end ownership

  • being the SPOC in HP for Direct Delivery Supplier (DDS) for operational matters and trusted advisor within HP for direct delivery support related matters
  • ensuring operational excellence and customer satisfaction,
  • contributing to HP business thru the quality service provided,
  • turning HP support & services into a key sales differentiator,
  • taking an active and leading role in projects to improve customer experience and delivery processes with suppliers

  The main responsibilities are:

  Operation Management

  • Manage Operational Performance of supplier(s) in the country
  • Provide performance package for Cross Functional Teams and support Country Support Manager in preparation for Eastern Europe, Middle East and Africa region reviews
  • Deep dive into performance with functions incl. structural issues. Work with other delivery functions to bridge gaps. Trigger and drive projects for performance/process improvements
  • Identify Corrective Action Plan (CAP) requirements. Implement actions to meet CX and operational goals. Understand impact from other delivery functions & influence their actions to achieve onsite delivery goals
  • Take responsibility for Case Closure and Backlog/Loan management with suppliers to prevent financial exposure
  • Take part in the ops review of other deliveries and represent the country

  Supplier Management

  • Be Special Point of Contact for suppliers for operational topics
  • Manage Supplier performance through regular meetings (monitoring and reporting of performance, ensure CAP & Recovery Plan in place & executed, structural/process issues addressed with suppliers)
  • Ensure delivery quality and compliance with suppliers e.g. audits/assessments, closely cooperation with Fraud team as needed
  • Ensure supplier readiness for New Product Introduction / New Service Introduction and track supplier Training & Certification compliance
  • Facilitate and lead end-to-end communication platform for Direct Suppliers (Contact Center, Supply Chain) to reinforce end-to-end collaboration and best practice sharing where applicable if local ecosystem
  • Ensure correct supplier system setup and access to HP tools

  Escalation/Exception Management

  • Act as Escalation point for operational issues
  • Lead technical escalations and manage through elevation process. Drive interlink with Business Escalations team and support customer communication as needed
  • Review all escalations/elevations end-to-end on regular basis as part of backlog management

  Job attributes:

  • High level of business acumen: understanding the business, what drives success, and help us tailor the reporting and analysis on those things that will have the biggest impact on our results (Customer Experience, business growth, costs).
  • Supplier Management: being able to demonstrate negotiation, influence and communication capabilities. Someone used to manage partners/suppliers.
  • Collaborative team player: excellent collaboration with the other HP delivery functions and business units in the country will be a key success factor. The candidate will have to interact with central/remote functions, in English, therefore the candidate should have the ability to operate effectively within a virtual (cross-cultural) team as well.
  • Excellent communication skills: having regular interactions with various stakeholders at different levels. Solid communication and presentation skills will be critical.
  • Customer Obsession / Growth Mindset: being the agent of Customer Obsession culture and help developing the similar culture/behavior with Delivery Business partners. As the market is ever evolving also the needs and requirements of our customers, the candidate required to be open and adaptive to changes, ready to learn and willing to share his/her experience and knowledge.
  • Data and business analytics: the position requires strong analytical skills, high level of Excel knowledge

  Experience and Education:

  • Typically 4+ years to establish proven track record in directly related business.
  • Experience in Partner/Supplier Account Management, Support (preferred)
  • Typically first level university degree or equivalent work experience; advanced degree is a plus
  • Fluency in English and Russian language.

  If you are interested please apply with your updated CV in English.

☑ О компании:

Логотип (эмблема, торговая марка, бренд) компании:

Сфера деятельности компании: Розничная торговля; Электроника, приборостроение, бытовая техника, компьютеры и оргтехника; .

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