Order Management SME & Customer Service Representative

Description -

Job description:
This is an Order Management role within the US Customer Operations Indirect team, supporting the US Market.  Customer facing role with strong partner engagement. Accountable for order execution, backlog management to support customer requirements, to enable HPs financial objectives.

Responsibilities:

Applies developed subject matter knowledge to solve common and complex business issues within established guidelines and recommends appropriate alternatives. Works on problems of diverse complexity and scope. May act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process. Exercises independent judgment within generally defined policies and practices to identify and select a solution. Ability to handle most unique situations. May seek advice to make decisions on complex business issues.

• Responsible for orders to be processed effectively and efficiently; ship and deliver per business and partner expectations, including shipment track & trace to delivery and invoice.
• Acts as a first point of contact for regular, on-going customer accounts for daily operational matters.
• Ensure orders are executed to meet service level agreements and supply chain requirements to deliver exceptional customer experience.
• Resolves operational issues that may arise from the end-to-end Supply Chain process (e.g., order status, returns, and deliveries, invoicing, and financial post- sales programs).
• Engages cross-functionally to resolve issues (e.g., sales teams, other supply chain, logistics, finance, compliance) as they relate to customer needs.
• Drives 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 manage and action operational metrics to deliver efficiencies.
• Mentors’ junior-level staff.
• Identifies opportunities for process improvement and develops recommendations.

Education and Experience Required:

• First level university degree or equivalent experience; may have advanced university degree.
• Typically 4-6 years of related experience (e.g., supply chain, customer service, procurement, financial management).

Knowledge and Skills:

• Strong understanding of supply chain processes (plan, source, make deliver).
• Knowledge of S4-SAP, Order To Cash processes, is required
• Knowledge of financials tied to supply chain operations (invoices, credits, returns)
• Very strong analytical and data modeling skills.
• Mastery in English and local language.
• Proven relationship management skills.
• Strong knowledge of Microsoft Office skills (Excel, PowerPoint, etc.), statistical analysis, and financial modeling.
• Advanced analytical skills to use Digital Supply Chain tools to identify process opportunities and drive actions.
• Strong project management skills to lead cross-functional teams; recognized as Subject Matter Expert.
• Strong business acumen and technical knowledge within area of responsibility.
• Strong Understanding of HP's overall supply chain strategy.
• Developed leadership skills including team building and conflict resolution and management.
• Advanced Influencing and communication skills with ability to convey impact messages clearly (verbal, written and presentation) to internal and external peers and management.
• Demonstrated leadership, teamwork, and collaboration skills.
• Ability to structure and apply developed organizational skills to manage daily operational issues.
• Ability to make decisions with limited information and translate it into proper level of communication as required.

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.

Job -

Supply Chain & Operations

Schedule -

Full time

Shift -

No shift premium (Mexico)

Travel -

25%

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