Customer Operations Advisor Coa - Supply Chain jobs at Hp in Mexico, Tlaquepaque

Responsibilities:

• Acts as a first point of contact for solving and delivering solutions to customer inquiries.
• Responsible for managing the backlog through digital tools and track and trace throughout the end-to-end sales process (from order entry to invoicing, order status, returns, deliveries, and financial post-sales programs.)
• Facilitates discussions with both internal teams and external customers to collaboratively identify and implement solutions that address business process challenges, ensuring the involvement of key stakeholders (Account Planning, supply planning, Logistics, Disputes, Customer excellence)
• Contributes to efforts to optimize current processes, often collaborating with other groups within HP to improve day-to-day activities.
• Accountable for driving cross-functional metric actions and Increase Total Customer Experience (Speed, Predictability). Shipped Not Invoiced, Frictionless, Disputes, etc.
• Complies with all HP regulatory policies
• Influence processes and teams to accelerate cash flow (SNI, SIP)

Education and Experience Required:

• First level university degree or equivalent experience.
• Typically, 2-4 years of related experience (e.g., supply chain, customer service, procurement, financial management).

Knowledge and Skills:

• Self-driven mindset
• Strong and assertive communication skills, with ability to convey impact messages clearly (verbal and written)
• Mastery in English
• Problem-solving with analytical mindset
• Efficient time management and clear prioritization structure
• S4-SAP, Order To Cash processes knowledge are preferred
• Intermediate knowledge of Microsoft Office (Excel, PowerPoint, etc.)
• Emotional intelligence, growth mindset and resiliency
• Strong teamwork

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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.

• This role is responsible for managing supply chain processes for Latin America Returns Operations business unit. The role reviews current business processes and performance metrics for regional and global business unit returns teams and identifies opportunities to streamline and optimize operational processes. The role gathers and analyses data, creates reports and establishes management dashboards and review documents to execute operations.
• Manages supply chain processes for Latin America Returns Operations , such as returned inventory analysis, order fulfillment, import/export operations and shipping-returning, for a country or regional business unit with limited supervision applying discretion and judgement.
• Manages regional remarketing operation for defective product and follows up until delivery and payment.

• Compiles key metrics, produces reports, and analyzes data using IT systems for demand and supply matching activities.
• Supports the analysis conducted for claim backlog management.
• Reviews current business process for regional and global business unit planning teams.
• Reviews performance metrics on a regular basis, identifying opportunities for improvement.
• Establishes and maintains management dashboards, regional reports, and executive review documents to drive business outcomes and operational excellence.
• Communicates requirements and guidelines to the regional business unit planning, logistics, order management teams.
• Conducts ongoing operational training and readiness checkpoints.
• Four-year Degree in Supply Chain Management, Manufacturing Engineering, Operations management, Business Administration, Information Systems or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 0-2 years of work experience, preferably in supply chain, operations, or a related field (plan, procure, make, deliver, return).
• Intermediate understanding of moderately complex internal operational issues.
• Developing problem-solving and analytical skills.
• Knowledge of the end-to-end process of supply chain and support operations.
• Developing knowledge of local legal compliance issues.
• Ability to structure and apply developed organizational skills to manage daily operational issues.

• Understanding of Continuous Improvement Process
• Introductory techniques for Data Analysis
• Basic principles on Enterprise Resource Planning, SAP Applications
• Entry level Finance Analysis
• Theory on Inventory Control, Inventory Management
• Medium level on Key Performance Indicators (KPIs)
• Lean Manufacturing, Procurement, Purchasing, Production Planning
• Supply Chain Analysis, Supply Chain Management, Supply Chain Planning
• Familiar with Warehousing and Transportation operations
• Mastery in English and local language (Spanish), Portuguese is a plus

• Digital Fluency, Artificial Intelligence, Data Analytics

• Demonstrated teamwork and collaboration skills
• Knowledge of MS Office computing packages with Mid to Advanced MS Excel
• Effective Communication
• Results Orientation
• Learning Agility
• Customer Centricity
• Impacts own work and acts as a team member by providing information, analysis, and recommendations in support of team efforts.
• Learns to apply basic theories and concepts to work tasks.
• 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.

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.

Order Resolution and Maintenance:

• Execute business operations activities, including order entry, updates, and processing in the system.
• Perform order modifications such as changes, cancellations, and cleaning, ensuring accuracy and compliance with established guidelines.
• Manage the upload and validation of invoices, addressing discrepancies to ensure seamless processing.
• Maintain detailed and accurate records of all order-related transactions for reporting and audit purposes.

• Collaborate with cross-functional teams to identify inefficiencies and develop strategies for process enhancements.
• Investigate root causes of recurring operational issues and propose sustainable solutions to improve accuracy and efficiency.

• Partner with internal teams , including the Delivery team as the primary stakeholders as well as sales, sales operations (Master Data, CEM, eBusiness) , and other teams , to address operational challenges effectively.
• Provide updates and feedback to relevant teams on progress, trends, and improvement opportunities.

• Collect and analyze operational data to identify patterns, risks, and opportunities for process optimization.
• Generate reports on key performance metrics and share actionable insights with management and stakeholders.

• Ensure compliance with organizational policies, operational standards, and regulatory requirements.
• Participate in training sessions to stay informed about updates to policies, systems, and tools.

• Bachelor’s degree in Business Administration, Supply Chain Management, or a related discipline, or equivalent work experience.
• Typically has 2–4 years of work experience in supply chain operations, order management, or related fields.

Supply Chain Operations Professional (or equivalent certification).

• Strong attention to detail and organizational skills.
• Proficiency in SAP and advanced Excel skills.
• Analytical mindset with the ability to resolve issues independently.
• Excellent verbal and written communication skills in English

• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Operational Excellence
• Emotional Intelligence
• Growth mindset, proactiveness and initiative

Handles routine and moderately complex order management issues, ensuring

timely and accurate execution within established guidelines.

This job description outlines the general nature and scope of work performed in this role. It is not intended to be an exhaustive list of all responsibilities, duties, or skills required. Management may assign additional tasks or modify responsibilities as needed.

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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.

• This role is responsible for improving the customer experience and handling a variety of issues and concerns while working closely with cross-functional teams. The role maintains positive customer relationships, gathers and analyzes feedback, and tracks key performance metrics to share insights with the management. The role participates in training, adheres to policies and procedures, and contributes to process improvements to ensure customer satisfaction and retention.
• Handles and resolves a variety of moderately complex customer issues ensuring timely and satisfactory solutions.
• Maintains clear, proactive, and timely communication with customers and channel partners regarding order and delivery status, as well as updates on any issues or inquiries.
• Maintains detailed records of customer interactions, support activities, and issue resolution, ensuring accuracy and completeness for reporting and future reference.
• Supports in developing strategies to enhance customer retention, loyalty, and satisfaction, ensuring a positive customer experience at all touchpoints.
• Collaborates effectively with cross-functional teams to facilitate efficient issue resolution, process improvements, and a seamless customer experience.
• Collects and analyzes customer feedback to identify trends, pain points, and areas for improvement in products, services, and processes, and provides feedback to relevant teams.
• Maintains relationships with vendors and channel partners, ensuring smooth collaboration and effective communication to meet customer needs.
• Ensures adherence to organizational policies and procedures related to customer engagement and support activities, including compliance with legal requirements.
• Participates in ongoing training and development programs to stay updated on industry trends, best practices, and emerging technologies.
• Generates regular reports on key performance metrics, customer satisfaction, and issue resolution effectiveness to management and relevant stakeholders.
• 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 2-4 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 little or no work experience.
• Certified Sales Operations Professional (CSOP)• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity
• Impacts immediate team and acts as an informed team member providing analysis of information and limited project direction input.
• Responds to routine issues within established guidelines.
• 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.

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.

Order Resolution and Maintenance:

Perform order modifications such as changes, cancellations, and cleaning, ensuring accuracy and compliance with established guidelines.

Manage the upload and validation of invoices, addressing discrepancies to ensure seamless processing.

Maintain detailed and accurate records of all order-related transactions for reporting and audit purposes.

Policy and Compliance Adherence:

Ensure compliance with organizational policies, operational standards, and regulatory requirements.

Participate in training sessions to stay informed about updates to policies, systems, and tools.

• First level university degree or equivalent experience.
• Typically, 0-2 years of related experience (e.g., supply chain, customer service, procurement, financial management).

• Good communication skills with ability to convey low to medium impact messages clearly (verbal, written and presentation) to internal and external peers. Mastery in English and local language as well as other languages as required.
• Basic problem-solving and analytical skills.
• Basic knowledge of the end-to-end process of sales operations.
• Basic knowledge of local legal compliance issues.
• Ability to structure and apply basic organizational skills to manage daily operational issues.

This job description outlines the general nature and scope of work performed in this role. It is not intended to be an exhaustive list of all responsibilities, duties, or skills required. Management may assign additional tasks or modify responsibilities as needed.

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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.

Description -

• Responsibilities:
  • Acts as a first point of contact for customer accounts on daily operational matters.
  • Ensure orders are executed to meet service level agreement and supply chain requirements to deliver exceptional customer experience.
  • Accountable to resolve operational issues that may arise from the end-to-end sales process (Order entry to Invoicing, order status, returns, and deliveries, invoicing, and financial post- sales programs).
  • Engages with other functions and organizations to resolve issues (e.g., Sales, Supply Chain, Logistics, Finance, C&C) as they relate to customer support and process improvements.
  • Drives efforts to optimize current processes, collaborating with other groups within HP to improve day-to-day activities.
  • Represents team as a Subject Matter Expert on internal processes to other functions and organizations.
  • Provide data-based solutions and recommendations to drive business decisions.
  • Accountable and influential for driving cross-functional metric actions and Increase Total Customer Experience (Speed, Predictability). Shipped Not Invoiced, Frictionless, Disputes, etc.
  • Complies with all HP regulatory policies

• Education and Experience Required:
  • First level university degree or equivalent experience.
  • Typically, 4-6 years of related experience (e.g., supply chain, customer service, procurement, financial management).

• Knowledge and Skills:
  • Strong and assertive communication skills, with ability to convey impact messages clearly (verbal and written)
  • Executive communication - leveraging concise and effective messaging, empathy and listening ability
  • Mastery in English and local language
  • Advanced problem-solving with critical thinking/data analytics for decision making
  • Ability to recognize and summarize the business issue, impact and resolutions
  • Efficient time management and clear prioritization structure
  • Continuous process improvements & optimization
  • Customer centricity and strong partner engagement
  • Knowledge of S4-SAP, Order To Cash processes is required
  • Strong knowledge of Microsoft Office (Excel, PowerPoint, etc.)
  • Have a business mindset and end-to-end Supply Chain processes (plan, source, make deliver) to transition from tactical to strategic.
  • Developed conflict resolution skills.
  • Emotional intelligence, growth mindset and resiliency
  • Ability to make decisions with limited information and translate it into proper level of communication as required
  • Autonomy - Ability to Initiate, influence & drive discussions, independently
  • Challenge status quo to accelerate business outcomes

-

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.

Order Resolution and Maintenance:

• Execute business operations activities, including order entry, updates, and processing in the system.
• Perform order modifications such as changes, cancellations, and cleaning, ensuring accuracy and compliance with established guidelines.
• Manage the upload and validation of invoices, addressing discrepancies to ensure seamless processing.
• Maintain detailed and accurate records of all order-related transactions for reporting and audit purposes.

Process Improvement:

• Collaborate with cross-functional teams to identify inefficiencies and develop strategies for process enhancements.
• Investigate root causes of recurring operational issues and propose sustainable solutions to improve accuracy and efficiency.

Collaboration and Communication:

• Partner with internal teams, including the Delivery team as the primary stakeholders as well as sales, sales operations (Master Data, CEM, eBusiness) , and other teams, to address operational challenges effectively.
• Provide updates and feedback to relevant teams on progress, trends, and improvement opportunities.

Data Analysis and Reporting:

• Collect and analyze operational data to identify patterns, risks, and opportunities for process optimization.
• Generate reports on key performance metrics and share actionable insights with management and stakeholders.

Policy and Compliance Adherence:

• Ensure compliance with organizational policies, operational standards, and regulatory requirements.
• Participate in training sessions to stay informed about updates to policies, systems, and tools

• Bachelor’s degree in business administration, Supply Chain Management, or a related discipline, or equivalent work experience.
• Typically has 2–4 years of work experience in supply chain operations, order management, or related fields
• Preferred Certifications: Supply Chain Operations Professional (or equivalent certification).

• Strong attention to detail and organizational skills.
• Proficiency in SAP and advanced Excel skills.
• Analytical mindset with the ability to resolve issues independently.
• Excellent verbal and written communication skills in English.

Cross-Organizational Skills:

• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Operational Excellence
• Emotional Intelligence
• Growth mindset, proactiveness and initiative

Impact & Scope:

• Directly contributes to team success by executing critical order management tasks and driving process improvement initiatives.
• Acts as an informed team member, providing insights and analysis to improve operational performance.

Complexity:

• Handles routine and moderately complex order management issues, ensuring timely and accurate execution within established guidelines.

This job description outlines the general nature and scope of work performed in this role. It is not intended to be an exhaustive list of all responsibilities, duties, or skills required. Management may assign additional tasks or modify responsibilities as needed.

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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.