Manage Print Services Supplies Fulfillment Role
HP
Heredia, Heredia, Costa Rica
hace 6 días

Responsibilities :

  • Compiles and reviews reports detailing performance indicators, sales trends, and other sales data- related analysis.
  • Supports day-to-day post-sales order transactions (e.g., credits, returns, order entry) and reporting of customer issues, including resolution of basic issues;
  • handles a limited number of highly complex customer accounts.

  • Collaborates with other departments and support groups (e.g., internal sales, audit, operational support, delivery) to resolve routine to moderately complex issues.
  • Helps resolve highly complex customer issues (e.g., distribution, pricing) and proactively follows- to assist external-facing customer service representatives.
  • Owns resolution of highly complex open order (backlog) issues and reaches out to supply chain or factory to determine source of delay;
  • communicates status and assists junior non-exempt members in resolution of escalated issues.

  • Ensures resolution of order management issues for all product lines using specialized subject matter knowledge and is a subject matter expert to other departments (e.
  • g., testing new systems to ensure order management system works correctly).

    Education and Experience Required :

  • Two year university degree or equivalent experience.
  • Typically 6+ years experience in a customer service role.
  • Knowledge and Skills :

  • Excellent communication skills. Fluency in English and local language mastery.
  • Advanced knowledge of internal processes and policies.
  • Solid understanding of local legal compliance issues.
  • Advanced problem-solving and analytical skills.
  • Strong teamwork skills.
  • Advanced time management skills.
  • Demonstrated project management skills.
  • Developing mentoring and coaching skills.
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