3D Printing Customer Experience Lead with French & Spanish en Sant Cugat del Vallès

Mission

3D Printing is a strategic segment for HP, expected to drive future growth of the company.

The 3D Printing Customer Experience lead role is critical to support the new Omnichannel business model.  He/she is the E2E Sales Operations Coordinator across eBusiness, Quote to Cash and Post-Sales Support, representing a single point of contact for the customer for all operations issues. He works with Sales, Business unit, Supply Chain, Channel operations, Bid desk just as several other support organizations to ensure seamless operations and outstanding customer experience.

We’re looking for a highly motivated French / Spanish speaking candidate with strong customer mindset and problem solving skills, with experience across different operational areas.

Main responsibilities:

General

• Handle all Customer Sales Operations issues for 3D Print
• Support Regional Sales & Category teams with seamless Quote to Cash processes
• Scope includes: HW Direct, HW Indirect, Aftermarket Products in different platforms

Direct Hardware business

• Manage contract set up
• Facilitate C&C approval
• Own Customer Master: new CBN set up, CBN maintenance, PDIM, MDM data accuracy
• Prepare quote / order with sales & customer
• Receive order from customer / validate order vs. OPG (pre order entry) -> coordination with SC team for order entry
• Receive physical claim request from customer -> warranty check (new) -> coordination with SC team for execution
• Answer customer request (e.g. order status, delivery status, etc.) -> coordination with SC team for exceptional requests
• Ensure opportunities are updated with the corresponding sales stage information
  • Facilitate disputes, settlements
  • Revenue Recognition: escalate non-standard deals to Finance for GRRO involvement

Indirect Hardware business (2-Tier channel)

• Trigger HP2B Catalog creation based on won indirect HW deals
• Follow Distribution sell-out reports / PrintOS registration for setting up catalogues
• Ensure opportunities are updated with the corresponding sales stage information
• Facilitate disputes, settlements

Aftermarket Direct (HP fulfilled) / Indirect (Distributor fulfilled) business

• Deal Coordination (Quote to Cash)
• Manage through Customer Onboarding including Catalogue setup
• Prepare portal for ordering / ongoing portfolio maintenance
• Provide HP2B User management and Support
• Facilitate disputes, settlements
• Act as escalation point for any issues

Education and experience required:

• First-level university degree or equivalent experience
• Advanced understanding of HPs core processes and customer requirements
• Broad operations background, AOM, CSSM or SC experience is an advantage
• 3D Printing experience is an advantage

Knowledge & skills required:

• Customer mentality
• Problem solver
• Growth mindset; ability to make progress and proposal in an environment of non-standard processes and start up approach (learning by doing)
• Open minded and flexible to adapt to new way of doing things
• Excellent communication skills, negotiation and influencing skills.
• Mastery in English and French and Spanish are mandatory