Customer Service Representative

Description -

Job Summary
This role is responsible for nurturing key customer relationships, resolving complex issues, and using data-driven insights to drive improvements. The role manages partner relationships, communicates performance updates to management, and develops personalized initiatives for customer retention and growth. The role provides mentorship, ensures ethical and legal compliance, and stays updated on emerging technologies to enhance the customer experience.

Responsibilities
Responsible Customer Service process, overseeing end-to-end order management and customer support processes to ensure operational excellence, customer satisfaction, and business continuity.

Operations focal point, partnering with Supply Chain and Sales teams to analyze demand forecasts, optimizing inventory levels, and ensure product availability aligned with customer needs and business objectives.

Provide daily support to business users on SAP HANA, troubleshooting issues, guiding system utilization, and ensuring adherence to operational processes and best practices.

Managing relationships with strategic Key Account customers, delivering high-quality service, resolving complex issues, and maintaining strong customer engagement to support long-term business growth.

Education & Experience Recommended
• Four-year or Graduate Degree in Business Administration, Economics, Sales, Marketing, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 4-7 years of work experience, preferably in customer relationship management (CRM), customer service, customer experience management, account management, or a related field or an advanced degree with 3-5 years of work experience.


Knowledge & Skills
Customer Service Operations

Order Management (End-to-End)

Demand Forecasting & Inventory Planning

Key Account Management

SAP HANA Support

Cross-Functional Collaboration

Process Improvement

Stakeholder Management

Customer Experience Management

Reporting & Data Analysis

Supply Chain

Operational Excellence & Continuous Improvement

Cross-Org Skills
• Effective Communication
• Results Orientation
• Learning Agility
• Customer Centricity

Impact & Scope
• Impacts multiple teams and may act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process.

Complexity
• Responds to moderately complex issues within established guidelines.

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.
 

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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"