דרושים Customer Engagement Manager ב-Hp ב-India, Chennai

• 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 6+ 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)
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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.

Job specifics/responsibilities:

• Strategically drive Customer Support regional spares Supply Chain, Repair, & Delivery Support Strategies including Support Bill of Material definition.

• Lead lifecycle and Master Data Operational Projects; assure objective, scope, strategy, and issue mitigation met operational and supply requirements, own decision-making within projects and contributes to strategic supply chain solutions,

• Project Manager for New Product Introduction in Region; Accountable for regional supply chain lifecycle project readiness plan, deployment, monitoring and closing

• Influence on Customer Support product support Bill of Material & spare strategy based on regional specific Service Level Agreements’ and target customer/market strategies.

• Continuously challenge the status-quo and propose innovative new approaches for cost reduction and process enhancement, based on best practices, analytical outcomes, lessons learned, cross-function proposals, etc.

• Consult as Subject Matter Expert for lifecycle management, be the Lifecycle Manager representative in cross-function initiatives and manage request coming from various stakeholders. Provides advanced knowledge to solve complex biz issues, guides and influences strategic decision-making within a broad scope.

• Ensure regulatory and compliance (RoHS, Reach, etc.) adherence w/ CS regional operations.

• Customer Support regional Supply Chain entry point for global CS on product roadmap & lifecycle events, strategies, issues, and Focal point for regional teams (Planning, Logistics, Category, Countries, …)

• Assure Regional Supply Chain lifecycle strategic and operational process governance, tool efficiency, optimization, and transformation

• Provide Regional Cost Savings, Process, tools and Transformation Project Leadership and Supply Chain Master Data Governance & Quality

Key deliverables/accountabilities:

• Regional NPI LOA > 95% (Scorecard; Commercial and Consumer Print)

• Clear and Timely communication to global Customer Support partners, and all internal regional functions on New Product Introduction, Quality, End of Life projects.

• Regional lifecycle process improvement, Cost savings, & Strategy execution

• End of Life/Last Time Buy reduction/avoidance: Investigate and implement an End of Service Life and/or Last Time Buy strategy that reduces HP financial regional exposure

Internal:

• Focal point for CS regional teams (Planning, Logistics, Category, Countries,)

External:

• Focal point for Regional Delivery teams, Regulatory, Regional Eng, Regional Marketing teams, etc

Education (degree) and professional experience required:

• First level university degree or equivalent experience; advanced university degree preferred

• Experience in virtual team environment

• 4-6 years of experience in a supply chain function (or related fields)

• Ability to lead and drive supply chain strategies, including new product introduction, quality management, and end-of-life processes; includes defining and driving regional supply chain strategies for cost avoidance and inventory investment mitigation

• Proficiency in managing and supporting complex projects and initiatives.

• strong collaboration skills to work effectively with various departments and partners. This includes influencing business tactics, material, and supply chain strategies, as well as consulting with regional partners to ensure supply chain capabilities and compliance

• Experience in strategically driving customer support regional spares supply chain, repair, and delivery support strategies.

Other requirements:

• Mastery in English.

Personal skills and qualities:

• Excellent project management skills, including time and risk management, and project structuring

• Excellent analytical thinking, analysis, data modeling, and problem-solving skills

• Excellent leadership skills, including coaching, team- building, conflict resolution, and management

• Excellent communication skills catered to a wide variety of audiences. (e.g. written, verbal, presentation);

• Ability to manage and be part of teams in a virtual and global environment to drive results

• Advanced negotiation and influence skills

• Excellent relationship management skills, including partnering and consulting

• Excellent multi-tasking and prioritization skills

• Excellent business acumen, technical knowledge of multiple business units, and extensive knowledge in applications and technologies

• Strong understanding of HP’s policies and processes

Technical skills (procedures and documents the employee has to be acquainted with):

• MS Office

• Extensive knowledge of Excel, Access, power BI and high-level modeling tools.

• Reporting tool /Data management

• Project Management experience or formal trainings would be an advantage.

• Process Improvement experience or formal trainings to be considered an advantage

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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.