Customer Account/Return Specialist

Customer Account/Return Specialist

  

This role has been designed as ‘’Onsite’ with an expectation that you will primarily work from an HPE partner/customer office.

Job Description:

   

Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. We know diverse backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.
The Finance team at HPE provides world class decision support driving profitable growth and exceptional shareholder value through our commitment to operational excellence, people development, and innovation. We provide accurate and timely financial information meeting the company’s regulatory and fiduciary responsibilities with unwavering integrity. Our objective is to display all business activities in a financially correct and transparent manner.
In the Finance division, our reporting and controlling teams are working on tasks like asset management, financial integration of mergers and acquisitions, as well as USGAAP-reporting. Our objective is to display all business activities in a financially correct and transparent manner.

Provide professional solutions to the company end-users, dealers and service providers originating from unresolved escalated case issues received via telephone and written correspondence. Provide an escalation link for the company field employees, executives and channel regarding customer satisfaction issues including availability, price dissatisfaction, product safety issues, complaints with the company and/or its representatives, and complaints regarding an authorized dealer or channel.

Applies intermediate level of subject matter knowledge to solve a variety of common business issues. Works on problems of moderately complex scope. Acts as an informed team member providing analysis of information and limited project direction input. Exercises independent judgment within defined practices and procedures to determine appropriate action. Follows established guidelines and interprets policies. Evaluates unique circumstances and makes recommendations.

How you’ll make your mark:

1.Deliver customer experience within the lifecycle processes
- Service requests of customers through different access channels (email, phone, post, customer portal)
- Build and maintain strong internal and external customer relationships.
- Demonstrate understanding of customer infrastructure, processes, and key customer contacts
- Support Total Customer Experience

2.Collection & Delinquency Management ( AR management, C&C)
-  Deliver Targets for  A/R > , B&D, 30, 60, 90,180 days
- Ensure sending rental invoices on time per country/customer requirements
- Ensure/make Cash Allocation & Suspense management- clean up are managed timely and accordingly to policies and procedures
-Prepare monthly collection strategies and establish action plan to meet/exceed metrics
- Report progress during AR review meetings and effectively forecast month-end metric results
- Manage collection balances per Customer
- Document all collection activities in required applications

3. Team Cooperation
- Communicate/escalate to CRM / PRM any customer changes quickly, consistently and effectively
- Collaborate and engage with team members providing valuable input for customer projects/solutions
- May act as a team or project leader validating deliverables and team decision making processes
- Provides guidance and leadership to all colleagues
- Proficient and compliant to internal processes and policies
- Demonstrate sound judgment, prompt follow-up, and timely escalations
- Escalate disputes and non-responsiveness effectively and timely
- Proactive interaction and collaboration with various internal and external stakeholders (Outsourcing)
-knowledge sharing within the team

4.Returns management
•    Implement and manage e2e Customer return process 
•    Field questions from Customer relating to returns
•    Offer Logistic Services 
•    Issue asset list/shipment forms to customer on returns initiation
•    Chase outstanding shipment confirmations
•    Assist returns reconciliation specialist with surplus queries if necessary
•    Deliver customer experience
•    Monitor customer metrics and identify/implement improvements 
•    Drive resolution of customer queries
•    Seek for opportunities to grow the business
•    Communicate operational process changes to customer
•    Support total customer experience
•    Support team and supporting roles as needed

About you:

• Typically a Bachelor's degree or equivalent experience
• 2-4 years of experience in related functionsm ( credit, collections, procurement , order management, finance)
• 4-6 years related experience in a telephone support position in a service or end-user support environment. 2 years experience in the microcomputer industry. Technical training in the company or other manufacturers' product lines.
• Advanced English level.
• Proficient using Excel e.g. using VlookUp, pivot tables, etc.
• Strong communication skills.
• Must be analytical, highly organized, have the ability to work under pressure and be flexible.
• Power BI is nice to have.
• Portuguese is nice to have
• Working knowledge of the field of Customer Relations.
• iItermediate-level knowledge of operating systems software.¿
• Experience and demonstrated presentation skills.
• Knowledge of legal ramifications/conflicts in Customer Relations environment such as consumer rights and manufacturers' warranty responsibility.

Join us and make your mark!

We offer:
• A competitive salary and extensive social benefits
• Diverse and dynamic work environment
• Work-life balance and support for career development
• An amazing life inside the element! Want to know more about it?
HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT and Affirmative Action employer. We are committed to diversity and building a team that represents a variety of backgrounds, perspectives, and skills. We do not discriminate and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global diverse team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together.

Hewlett Packard Enterprise Values:

Partnership first: We believe in the power of collaboration - building long term relationships with our customers, our partners and each other

Bias for action: We never sit still - we take advantage of every opportunity

Innovators at heart: We are driven to innovate - creating both practical and breakthrough advancements

HPE is an EOE / Female / Minority / Individual with Disabilities /

At HPE our goal is to provide equal opportunities, work-life balance, and constantly evolving career opportunities.

If you are looking for challenges in a pleasant and international work environment, then we definitely want to hear from you.

Apply now below, or directly via our Careers Portal at www.hpe.com/careers

Then let’s stay connected!
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https://twitter.com/HPE_Careers

Accountability, Accountability, Action Planning, Active Learning, Active Listening, Bias, Business Growth, Business Planning, Coaching, Commercial Acumen, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Experience Strategy, Customer Relationship Management (CRM), Data Analysis Management, Data Collection Management, Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity, Long Term Planning, Managing Ambiguity {+ 6 more}

Health & Wellbeing

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.

Personal & Professional Development

We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.

Diversity, Inclusion & Belonging

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know diverse backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.

Job:

Services

Job Level:

Intermediate

    

Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities.

   

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.