Customer Operations - AMS Global Account

Hewlett Packard Enterprise; Tlaquepaque; Presencial; MXN 400.000 - 660.000; Jornada completa

Descripción de la vacante

Hewlett Packard Enterprise in Mexico is seeking a Customer Operations professional for the AMS Global Account. The role focuses on improving the customer experience, handling a range of issues, and working with cross-functional teams to ensure satisfaction and retention.

You will gather feedback, track KPIs, participate in training, and contribute to process improvements while maintaining strong relationships with customers and channel partners.

Formación

• Four-year or graduate degree in business administration, economics, sales, marketing, or related field.
• Typically 2–4 years in CRM, customer service, or account management.
• CSOP certification preferred.

Responsabilidades

• Handles and resolves a variety of moderately complex customer issues with timely solutions.
• Maintains clear, proactive communication with customers and channel partners about orders and delivery status.
• Keeps detailed records of customer interactions, activities, and resolutions for reporting.
• Supports development of strategies to boost retention, loyalty and satisfaction at all touchpoints.
• Collaborates with cross-functional teams to facilitate efficient issue resolution and process improvements.
• Collects and analyzes customer feedback to identify trends and opportunities for product/service improvements.
• Maintains relationships with vendors and channel partners to meet customer needs.
• Ensures adherence to policies, procedures and legal requirements in customer engagement.
• Participates in ongoing training and generates regular reports on key performance metrics.

Conocimientos

Effective Communication

Results Orientation

Learning Agility

Digital Fluency

Customer Centricity

Educación

Bachelor's or Graduate Degree in Business Administration, Economics, Sales, Marketing, or related field

CSOP Certification

Descripción del empleo

Customer Operations - AMS Global Account Description - 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 the 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

NA 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.

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

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