Returns Operations Specialist (Graduate Role)

Description -

Job Summary

• This role is primarily responsible for managing return requests from customers across the EMEA region, providing support for acquisitions, and ensuring a seamless customer experience. The specialist will act as the main point of contact for addressing basic customer concerns, managing records of all interactions, and sharing insights with internal teams. The role involves collecting and analyzing customer feedback, escalating complex issues, and assisting the team in identifying opportunities for cross-selling or upselling.

Responsibilities

• Handles return requests from customers across the EMEA region.

• Provides support for customers with acquisitions.

• Works collaboratively within the team, demonstrating flexibility and a sense of urgency.

• Assists in developing and implementing customer engagement plans aligned with the organization's goals and objectives.

• Responds to customer inquiries, feedback, and complaints promptly and keeps clients informed of the organization’s offerings and ongoing promotions.

• Utilizes CRM software to track customer interactions, update profiles, and manage leads or opportunities.

• Identifies opportunities to cross-sell or upsell additional products or services to existing customers.

• Gathers and analyzes customer feedback to identify areas for improvement and collaborates with internal teams to implement changes based on customer input.

• Communicates order and delivery status to customers and channel partners in a clear and timely manner.

• Escalates complex or unresolved issues to higher-level customer engagement managers or relevant internal teams for resolution.

• Undergoes training and development to gain a better understanding of customer engagement processes and best practices.

• Ensures that customer engagement practices comply with relevant regulations, including data privacy laws.

Education & Experience Recommended

• Must be a recent graduate (Class of 2024) or expected to graduate in 2025.

• Typically has 0-2 years of work experience, preferably in a corporate environment, in customer relationship management (CRM), customer service, customer experience management, account management, or a related field.

Knowledge & Skills

• Intermediate knowledge of Spanish.

Cross-Org Skills

• Effective Communication

• Results Orientation

• Learning Agility

• Digital Fluency

• Customer Centricity

Impact & Scope

• Impacts own work and acts as a team member by providing information, analysis, and recommendations in support of team efforts.

Complexity

• Learns to apply basic theories and concepts to work tasks.

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.

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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.

If you’d like more information about HP’s EEO Policy or your EEO rights as an applicant under the law, please click here: Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law – Supplement