Customer Engagement Manager 3 - GLF02 - Tlaquepaque, JAL, Mexico (GLF02)

Customer Engagement Manager 3

Description -

The sales operations department manages critical business processes from the collection of partner sales and inventory data to the management of compensation processes for all business divisions, thereby directly supporting the generation of earnings and profits. Customer Engagement Manager Applies developed subject matter knowledge to solve common and complex business issues within established guidelines and recommends appropriate alternatives. Works on problems of diverse complexity and scope. May act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process. Exercises independent judgment within generally defined policies and practices to identify and select a solution. Ability to handle most unique situations.

Responsibilities:

• Leads team effort of individual contributors to resolve moderately complex issues.
• Acts as a first point of contact for "top tier" retail customer accounts with high complexity, coordinating support on a broad range of daily operational matters.
• Resolves high impact operational issues (e.g., issues related to global trade and compliance policies, issues with high dollar-value exposure)
• Coordinates with or leads other functions and organizations to resolve issues (e.g., sales teams, supply chain, logistics) as they relate to customer support.
• Represents team as a subject matter expert on complex internal processes to other functions and organizations.
• Administers and coordinates the financial claim and data collection processes, the related prioritization and ensures the resolution of all the situations that arise to satisfy the requests of the partners.
• Works with partners and operational teams to reconcile financial disputes.
• Takes care of exceptions and particularities of the process (debts to partners)
• Involved in the resolution of escalations, exceptions, refusal to pay and disputes.
• Develop specific regional business knowledge to influence the relevance of global processes.
• Discuss with regions and business partners regularly to identify new opportunities, business trends and support local initiatives.

Education and Experience Required:

• First level university degree or equivalent experience.
• 4-6 years of related experience.
• Advanced knowledge of the English language (fluency);
• Knowledge and experience with MS Office, especially Excel.

Knowledge and Skills:

• Advanced communication skills with ability to convey high impact messages clearly (verbal, written and presentation) to peers and management within and outside of HP. Mastery in English and local language as well as other languages as required.
• Demonstrated project management skills.
• Demonstrates analytical, diagnostic, and problem-solving skills.
• Ability to interact easily with various levels of management.
• Ability to build and maintain solid internal/external relationships.
• The ability to work in a multicultural team in a global setting.
• Demonstrates performance orientation, quality, accuracy, and reliability.
• Demonstrates a strong orientation towards the client and internal beneficiaries.
• The ability to manage and organize his working time efficiently, being detail-oriented and respecting the execution deadlines of projects and responsibilities.
• Demonstrates discernment in prioritizing tasks, the ability to react/respond in a timely manner and to complete ongoing situations.
• The ability to work independently and remotely.
• Demonstrates responsibility, motivation, and a positive attitude under pressure and in conditions of uncertainty.
• Flexibility and the ability to contribute in a constantly changing environment.

Job -

Sales Operations

Schedule -

Full time

Shift -

No shift premium (Mexico)

Travel -

Relocation -

EEO Tagline - 

HP Inc. is EEO F/M/Protected Veteran/ Individual with Disabilities.