Customer Delivery Specialist
Customer Delivery Specialist
Hewlett Packard Enterprise Financial Services (HPEFS AMS (Americas)) Asset Recovery is a commercial IT service offering for processing disused customer owned assets, designed to be engaged whenever product de-installation and decommissioning have occurred. The service may be structured as a one-time event (a Takeout) or an ongoing outsourced service (Programmatic engagement).
There are several sub-component services: onsite packing, reverse logistics, and processing as preparation for resale or environmentally sound recycling. In managing these procedures, ARS institutes, on behalf of the client, robust asset handling methods designed to meet HP policies, local governmental statutes, trade rules, financial rules, and regional e-waste handling standards. The business impacts these practices make on client activities include greater efficiency, a reduced risk profile over self-delivery, and proceeds from the sale of the assets.
Responsible for validating customer requirement with country delivery capabilities
Contribute to SOW creation from a delivery perspective
Deal setup in HPEFS IT systems and kick-off with the regional delivery team
Manage delivery performance
Regularly obtain client feedback on service experience
Identify and analyze delivery execution - plan and execute appropriate corrective action as required
Responsible for development and maintenance of a performance reporting system across multiple programmatic accounts that focuses on the key metrics
- Delivery cycle times
- Delivery cost
- Service quality
Settlement reporting with the accounts
Responsible for ad hoc reporting to provide business overview to manage month end closure and forecasting process.
Bachelor's (undergraduate) degree in business or customer service/sales admin or equivalent experience
Broad knowledge of sales processes and customer service
Superior communication skills both, written and verbal
Professional experience in sales admin support job with administrative & clerical support for sales and in sales for advanced level role.
Experience in acting as liaison between customer, sales team, and other key stakeholders.
Extensive direct customer experience (face to face or via the phone)
Experience in developing and maintaining strong working relationships and effective lines of communication with customers and internal partners
Experience with customs
Experience in responding to a wide-range of customer inquiries and developing appropriate action plans
Experience in preparing customer proposals
Problem solving skills (e.g. customer issue resolution)
Time management skills
Excellence in planning and structuring complex tasks, manage assignments and follow up through completion
Exhibits sound business judgement and has a solid understanding of basic financial concepts and fundamentals.
Ability to work effectively with all levels of an organization, internally and externally to meet or exceed stated performance expectations and commitments
Experience with Microsoft Excel (expert) to maintain several large spreadsheets; build formulas to maximize efficiency; understand how to build and present graphs, charts and pivot tables
Some experience with Microsoft Word for repeating acknowledgement letters; status reporting
Experience with Microsoft Outlook (strong)
Understanding of Supply Chain Management concepts. These include Logistics and transportation, Inventory management (multiple warehouses), management of customer owned inventory and lean concepts.
Microsoft Access knowledge a plus
Maintain a strong relationship with account managers to maintain timely reporting to all customers
Ability to quickly pull together information from different sources to supply specific customer information and reporting to account reps.
Maintain a strong relationship with third party vendors to assure a smooth flow of timely reports to customers
Understand contractual terms of each customer to apply to administrative procedures (SOW) and all reporting externally and internally
Understanding of several functions within ERP (inventory and financial system) to complete administrative work to report to finance
Strong ability to navigate the web including customer related websites for tracking and editing
Problem solving (in particular being able to have several pieces of a particular picture and being able to know where to look to find the missing pieces)
Understanding of related groups to work seamlessly (logistics, finance)
Strong organizational skills to maintain the flow of admin work into finance to recognize margin
Strong ability to communicate and resolve complex issues independently
Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities.
HPE will comply with all applicable laws related to the use of arrest and conviction records, including the San Francisco Fair Chance Ordinance and similar laws and will consider for employment qualified applicants with criminal histories.
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