Customer Experience Lead

This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2 days per week from an HPE office.

Who We Are:

Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.

Job Description:

Job Description

HPE Operations is our innovative IT services organization. It provides the expertise to advise, integrate, and accelerate our customers’ outcomes from their digital transformation. Our teams collaborate to transform insight into innovation. In today’s fast paced, hybrid IT world, being at business speed means overcoming IT complexity to match the speed of actions to the speed of opportunities. Deploy the right technology to respond quickly to market possibilities. Join us and redefine what’s next for you.

What you’ll do:

MAIN RESPONSIBILITIES:

• Acts as the first point of contact for customers with standard and non-standard contracts (complex accounts with specially agreed terms and conditions) on day-to-day operational issues.

• Resolves operational issues that may arise from the entire sales process flow (e.g., order status, return and delivery, invoicing, and post-financial sales schedules).

• Acts as the first point of contact for specific topics in the assigned segment (for example: order management, special prices) and holds training courses for team members.

• Contributes to efforts to optimize current processes and collaborates with other departments within HPE to improve day-to-day activities.

• Maintains a high level of cooperation and collaboration with the sales team and / or the end customer through proactive communication as well as increased data accuracy.

• Is the team representative in the role of process expert to other functions and organizations.

• Ensures and maintains the relationship between the sales department, business, distribution department, processing team, development department and customer. It is ensured that the requests and questions come from them, will receive an answer in the TAT established by the process.

• Ensures verification, functionality, business control and compliance with audit requirements aimed at securing HPE financially.

• Assuming administrative responsibilities for the performance of customer support contracts and ensuring compliance with the legal and commercial rules and procedures of HPE.

• Occasionally, administrative coordination for client projects will be taken over.

• Ensuring process optimization and knowledge transfer between all parties involved in the process.

•. Ensuring the proper maintenance of contracts within HPE systems.

• It functions as a contact point for the C&C department, the distribution department, the finance department.

• Presentation and escalation of topics in the area of responsibility of the management team, its own team and those adjacent

• Initiating and participating in interdisciplinary meetings within your own team or within the organization Pointnext Global Operations.

• Align with HPE standards of business conduct.

• Knowledge and alignment with HPE values.

• Knowledge and use of internal HPE connections.

• Analyzing processes and business studies in order to improve the process.

• Providing online training and guidance courses for customers (eg S360 / S360 Pro system)

• Providing answers to questions and requirements from Pointnext Global Operations.

• Process-wide process monitoring between the processing team and the contract management team (AOL)

• Ensuring that all documents are printed / stored / sent in a timely manner.

OTHER RESPONSIBILITIES:

• Administration of contracts in accordance with SOX requirements

• Proactive management of escalations

• Compliance with commercial and legal procedures

• Ensuring data integrity

• Implementing and understanding change

• Compliance with HPE standards

• Execution of activities in strict compliance with audit standards (OER, Internal Audit, External Audit)

• Carrying out activities within the parameters agreed with the clients

• Responsibilities regarding occupational health and safety rules:

• To acquire and respect the provisions of the legislation in the field of occupational safety and health and the measures for their application;

• Carry out their activity, in accordance with their training and instruction, as well as with the instructions received from the employer, so as not to expose both themselves and others during the work process to the danger of injury or occupational disease; to prevent / minimize environmental pollution;

• To participate in the OSH risk assessment and in the identification of environmental aspects

• Do not proceed with the decommissioning, modification, replacement or arbitrary removal of their own safety devices, in particular of machines, apparatus, tools, technical installations and buildings, and use these devices correctly.

• Immediately communicate to the employer any work situation which they have good reason to consider to be a danger to the safety and health of workers, as well as any deficiencies in fire prevention and extinguishing systems

• To inform the manager of the workplace and / or the employer of the accidents suffered by himself

• Participate in OSH training (employment, work, periodic, change of job or transfer; introduction of new work equipment or modifications to existing equipment) and perform medical examinations employment as well as periodicals

• Cooperate with the employer and / or the OSH specialist, as long as necessary, to make it possible to carry out any measures or requirements laid down by labor inspectors and health inspectors, for the protection of the health and safety of workers

• Cooperate, as long as necessary, with the employer and / or the OSH specialist, to enable the employer to ensure that the working environment and working conditions are safe and without risks to safety and health in his field of activity

• Adopt and comply with the provisions of occupational safety and health legislation, as well as the provisions of Hewlett Packard Enterprise standards

• To comply with the fire protection provisions issued by the company's management

What you need to bring:

Bachelor's degree in Business Management or equivalent
Typically 2-4 years experience
Experience implementing policies, processes, and analytics methods to support client sales processing
Ability to apply analytical, statistics and problem solving skills.
Understanding of business and sales processing tools, systems and practices
Familiarity with reviewing and interpreting client agreements
Strong written and verbal communication skills
Mastery in English, and any other language is considered a plus
Ability to effectively communicate sales processing plans, proposals, and results and negotiate options

Additional Skills:

Accountability, Accountability, Active Learning, Active Listening, Bias, Business, Coaching, Creativity, Critical Thinking, Cross-Functional, Design Thinking, Empathy, Follow-Through, Group Problem Solving, Growth Mindset, Intellectual Curiosity (Inactive), Interprets Data, Long Term Planning, Managing Ambiguity, Operational Performance, Operations Processes, Personal Initiative, Process Changes, Process Improvements, Sales {+ 4 more}

What We Can Offer You:

Health & Wellbeing

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.

Personal & Professional Development

We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.

Unconditional Inclusion

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.

Let's Stay Connected:

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Job:
Sales Operations
Job Level:
Entry


HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT employer. We do not discriminate on the basis of race, gender, or any other protected category, and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together. Please click here: Equal Employment Opportunity.

Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities.

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.

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It has come to HPE’s attention that there has been an increase in recruitment fraud whereby scammer impersonate HPE or HPE-authorized recruiting agencies and offer fake employment opportunities to candidates. These scammers often seek to obtain personal information or money from candidates.

Please note that Hewlett Packard Enterprise (HPE), its direct and indirect subsidiaries and affiliated companies, and its authorized recruitment agencies/vendors will never charge any candidate a registration fee, hiring fee, or any other fee in connection with its recruitment and hiring process.  The credentials of any hiring agency that claims to be working with HPE for recruitment of talent should be verified by candidates and candidates shall be solely responsible to conduct such verification. Any candidate/individual who relies on the erroneous representations made by fraudulent employment agencies does so at their own risk, and HPE disclaims liability for any damages or claims that may result from any such communication.

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