Customer Experience Agent
2 days ago
Main Responsibilities The Customer Experience agent (CXA) works to support the Enterprise Sales team on all operational related activities in order to maximise the productivity of HP Inside Sales Reps(ISR) The CXA responsibilities are within the areas of Lead to Cash including Customer Set up, Catalogue Management, Quotation support, Order / shipment management and Customer Care post Sales. They work within a fast-moving business environment supporting our Sales, Sales Operations and Customer Operations teams to ensure we deliver a superior experience to our Corporate, Enterprise and Public Sector Customers across our Greater Asia market. The CXA is located within the Greater Asia Sales operations team and has a wide variety of responsibilities, including but not limited to the following: Customer Setup and Admin Catalogue design and Implementation Drive Catalogue setup & maintenance in line with Sales and Customer requirements. Pricing and Contract Follow up Follow up and prioritization of pricing request Monitoring of Bids to manage expiration and eliminate max quantity delays. Catalogue and Offer Cycle Management Accountable for quality and availability of customer catalogue Setup users and user access. Follow up price approval for customer offering and circulate within account team. Support Contract / Deal Setup & Mgmt Proactive management of EOL and NPI in customer offerings and catalogue Configuration Support and manage any rework on configuration due to constraints/ change in requirements due to platform migration or any reasons not driven by the customer. Customer Support and Communication Escalation of Aged AR review, drive resolution of collection issues. Prioritization of customer requirements Escalation management Drive catalogue utilization Key contact for the Sales organization for Customer E-Catalogue and Portal related matters. Performs triage on issues and redirects to appropriate teams. Provide customized portal training Main contact to manage all issues for order logging with HP backend support team. Support Demo/Certification unit requests. Metrics control and Reporting KPIs control '“ self monitor KPIs Implements corrective actions in case of deviations. Ensure 100% adoption of reporting tools. Data quality assurance for the info filled in reports, other tools. Other Responsibilities General responsibilities JOB REQUIREMENTS: (Knowledge, skills, experience) 2-3 years work experience in Sales Operations, Supply Chain, or similar Exposure to/familiarity with e-commerce platforms preferred Excellent time management. Problems identification and strategic thinking. Solution oriented. Bachelor degree Strong communication skills at any internal hierarchy levels as well as with customers/partners Independent/self-starter methodology; mature business approach Fluency in English.
Principle Activities: To provide pre-sales support, channel account management, outbound campaigns, cold callings pool, codes and configuration to customers of HP entities located in SEA. To provide accounting services, automated data pocessing and other related services, global procurement services, credit and collection support, centralised IT management, other administration support and data or information management and processing to its related companies in the Asia Pacific region and other countries and also to provide customer support services, technical support, order management and other related services.
Bachelor's or Equivalent
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