12-12-2008 | EXPIRA LA 18-12-2008
Job expirat
The Value Channel Operation (VCO) is part of Sales Operation/TSG focusing on Channel Partners in Western Europe. We are leading and operating European Business Admin Processes in the Order-to-Cash area, with a focus on Customer Facing/Communication and Order Management across all the Product Groups.
The Value Channel Operations team focuses on Channel Partner Order Management, Post Sales and Engineering activities across EMEA. Our main customers are the Channel Partners and the Sales Teams. The main linkages are Channel Marketing, Business Groups and their Supply chains, credit & collection, Logistics, IT and Finance organizations.
The Partner Account Administrator (PAA) is part of this organization and is responsible for the order management for a number of partners. In this role he/she works in a central European, multicultural and fast moving business environment. He/she acts as the Order Fulfillment interface to the Partner and has got the overall responsibility for the order fulfillment activities, from Order Entry to completion, including managing the interface to Transaction Processing.
It is an administrative job set in a dynamic sales environment with international contacts and it requires daily communication with external and internal customers. As it is a partner services organization, proactive and excellent communication with the partners is key objectives.
1. Partner Operational Support
- Provide daily operational support to Partners via telephone and e-mail.
- Manage and coordinate any order scheduling and prioritization requests with the supply chain organization in order to meet partner expectations.
- Manage all kinds of inquires coming from the Partners and internal departments.
- Provide training and information on Value processes to Partners when necessary, in collaboration with the Supervisor.
2. Order Entry
- Responsible for all orders and queries from the partner.
- Taking care of all orders and queries escalated by the back end team in Chennai.
- Responsible that the business turn around times (TAT) are adhered to.
3. Chennai Business Center support
- Managing the daily interaction with the offshore team, find solutions to queries and issues raised and provide coaching and training as needed.
- Ensuring that agreed service levels are met
4. Communication
- Acting as one face to the Partner to ensure customer satisfaction
- Communicate all relevant information to the Partner within the respective areas of responsibility
- Interface with the local office, contract department, credit and collection, logistics and all suppliers worldwide
- Close contact with Sales in the country
5. Backlog Order Management
- Proactive backlog monitoring of orders using different tools and reports - work to avoid escalations
- Provide continuous visibility of the order backlog situation to partners and country departments, especially during quarter and fiscal year end
- Ensure structured and high quality communication related to issues affecting the order backlog to Partners and HP Sales
- Manage exceptions and specials (e.g. returns, change order, delivery coordination)
6. Claims
- Handle according to the split table all relevant claims.
7. Escalation
- Deal with all written or verbal requests from the partner in time
- Provide partners with solutions when problems arise, efficiently utilizing the HP network
- Use own judgment to escalate issues at the right time
-Fluent English and German skills.
-Excellent communication skills.
-Customer service mentality.
-Ability to prioritize workload, including business and team needs.
-Ability to Manage high volume of work with accuracy.
-Good organization skills.
-Ability to handle conflict situations.
-Meet agreed deadlines for action and feedback.
-Act with a high level of flexibility.
-Ability to work in a multicultural team in a central European set-up.
-Ability to contribute in a fast moving environment.
HP GeBOC invites you to apply on www.hp.com/go/jobs
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