Customer Engagement Management Advisor

Customer Engagement Management Advisor

Description -

Job Summary

This role is essential in driving the success of our customer experience goals, a cornerstone of our company’s mission. By supporting key business operations activities to support the E2E OM process, this position ensures that every order is handled with precision, efficiency, and care from processing customer orders and performing changes, cancellations, and updates to uploading invoices, this role ensures seamless and effective order fulfillment.

As a vital contributor to our commitment to excellence, this role collaborates with cross-functional teams to address root causes of recurring issues, ensuring operational efficiency and adherence to policies and procedures. This position plays a vital role in maintaining accurate order data and contributing to process improvements within the Supply Chain Operations and Analytics Hub (SCOAH).

Responsibilities

• Handles and resolves customer issues and escalations leveraging in-depth knowledge of organization products and services.
• Leverages data analytics, customer feedback, and insights to identify trends, pain points, and opportunities for improvement, and makes recommendations.
• Manages and strengthens relationships with vendors and channel partners, ensuring effective collaboration and alignment with customer needs.
• Provides regular updates to the management on customer engagement performance and strategic initiatives.
• Collaborate with cross-functional teams to identify inefficiencies and develop strategies for process enhancements.
• Collect and analyze operational data to identify patterns, risks, and opportunities for process optimization.
• Collaborates closely with other departments to improve solutions and ensure seamless customer interactions.
• Generate reports on key performance metrics and share actionable insights with management and stakeholders.
• 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.
• Ensures that all customer engagement activities comply with ethical and legal requirements, including data protection and consumer rights.
• Education & Experience Recommended
• 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

Preferred Certifications: Supply Chain Operations Professional (or equivalent certification).

Knowledge & Skills

• 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-Org SkillsEffective CommunicationResults OrientationLearning AgilityDigital FluencyCustomer Centricity

Operational Excellence

Emotional Intelligence

Growth mindset, proactiveness and initiative

Data Analytics

Leadership

Decision Making

• 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.

Disclaimer
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.

Job -

Sales Operations

Schedule -

Full time

Shift -

No shift premium (Mexico)

Travel -

Relocation -

Equal Opportunity Employer (EEO) - 

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

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.

If you’d like more information about HP’s EEO Policy or your EEO rights as an applicant under the law, please click here: Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law – Supplement