HP Customer Operations Specialist 

Mexico, Jalisco, Tlaquepaque 

106050733

Job description:This is a Customer Operations role within the Supply Chain Customer Operations & Logistics team under Enterprise Operations, supporting the NA Market. Customer facing role accountable for order execution and backlog management to support customer requirements and enable HPs financial objectives. We put the customer’s experience at the center of everything we do.

• 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.
• 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

• 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:

• Strong and assertive communication skills, with ability to convey impact messages clearly (verbal and written)
• Mastery in English and local language
• Problem-solving with analytical mindset
• 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
• S4-SAP, Order To Cash processes knowledge are preferred
• Intermediate knowledge of Microsoft Office (Excel, PowerPoint, etc.)
• Have a business mindset and end-to-end Supply Chain processes (plan, source, make deliver)
• 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 & drive discussions, independently

Sales Operations

Full time

No shift premium (Mexico)

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