Customer Operation Specialist

Hp; Tlaquepaque; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading tech firm in Tlaquepaque, Mexico is seeking a Customer Operation Specialist. This role aims to enhance customer experiences by resolving issues, maintaining communication, and collaborating with teams. The ideal candidate will have a graduate degree and 2-4 years of experience in related fields. Responsibilities include addressing customer problems, maintaining records, and analyzing feedback. This position promotes a proactive customer-centric approach to retention and satisfaction in a full-time schedule.

Formación

• 2-4 years of experience in customer service or related field.
• Strong communication and relationship management skills.
• Ability to analyze customer feedback for improvements.

Responsabilidades

• Resolve a variety of customer issues in a timely manner.
• Maintain communication with customers regarding orders.
• Generate reports on customer satisfaction metrics.

Conocimientos

Strategic view

AI solutions and tools

Customer facing, relationship, disputes management

Strong Supply Chain knowledge

Educación

Four‑year or Graduate Degree in Business Administration

Descripción del empleo

Customer Operation Specialist

Job Summary

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 management. The role participates in training, adheres to policies and procedures, and contributes to process improvements to ensure customer satisfaction and retention.

Responsibilities

• 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.

Education & Experience Recommended

• 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 2-4 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.

Preferred Certifications

• Certified Sales Operations Professional (CSOP)

Knowledge & Skills

• Strategic view
• AI solutions and tools
• Customer facing, relationship, disputes management
• Strong Supply Chain knowledge

Cross‑Org Skills

• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity

Impact & Scope

• Impacts immediate team and acts as an informed team member providing analysis of information and limited project direction input.

Complexity

• Responds to routine issues 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 Information

• Job - Sales Operations
• Schedule - Full time
• Shift - First Shift (Mexico)
• Travel - No
• 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.

For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal”.