Order Management First Level Escalation
Hewlett Packard Enterprise
Heredia, Costa Rica
hace 11 días

At HPE, we bring together the brightest minds to create breakthrough technology solutions and advance the way people live and work.

Our legacy inspires us as we forge ahead dedicated to helping our customers make their mark on the world.

Our new innovative IT services organization is HPE PointNext. We have the expertise to advise, integrate, and accelerate our customers’ outcomes from their digital transformation.

The role of the OM L1 Specialist is to ensure orders are fulfilled according to HPE commitments and operations are delivered accordingly to the agreed SLA.

He / She will manage customer enquiries which are communicated via the respective ticketing, incoming calls or case systems.

This involves managing every aspect of the set processes within the team, understanding the customer criticality, exploring all possible resolutions and following up to ensure the part is received on time and is of the quality expected from HPE.

Job specifics / responsibilities :

  • Manage anomaly cases where HPE spare part is not available at the time expected by the customer following the standard operational processes and within the established time frames
  • Work on non-standard OM requests and escalations, ensuring E2E monitoring, follow up and coordination
  • Understand, Meet and Exceed customer expectations
  • Contribute to continuous performance excellence
  • Give proposals for operational improvement / optimization
  • Ensure the highest quality standards of the solutions provided
  • Provide full support of the TL & Mng in daily operations
  • Provide operational support to team mates and participate in team trainings
  • Participate in the implementation of new processes and procedures
  • Build and maintain relationships with our customers and business partners
  • Build and maintain relationships with internal groups to optimize customer satisfaction
  • Have excellent communication skills in written and verbal English
  • HPE is an equal opportunity employer / Female / Minority / Individual with Disabilities / Protected Veteran Status

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