Customer Operations Specialist

5 Months ago • Upto 2 Years
Operations
Logistics

Job Description

The Customer Operations Specialist acts as the primary point of contact for addressing basic customer concerns, managing interaction records, and sharing insights with internal teams. Responsibilities include developing and implementing customer engagement plans, responding to inquiries and complaints, utilizing CRM software to track interactions, identifying cross-selling/upselling opportunities, analyzing customer feedback for improvements, communicating order status, escalating complex issues, and undergoing continuous training. The role requires adherence to legal and ethical standards and involves collaboration with various internal teams to ensure customer satisfaction and process optimization. This includes gathering and analyzing customer data to identify areas for process improvement and implementing these changes in collaboration with internal teams. The role also involves ensuring compliance with data privacy regulations.
Good To Have:
  • Certified Sales Operations Professional (CSOP)
  • SAP experience
Must Have:
  • Assist in developing customer engagement plans
  • Respond to customer inquiries promptly
  • Utilize CRM software for tracking interactions
  • Identify cross-selling/upselling opportunities
  • Analyze customer feedback
  • Communicate order status
  • Escalate complex issues
  • Ensure compliance with regulations

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Customer Operations Specialist

Description -

Job Summary
• This role is responsible for acting as the point of contact for addressing basic customer concerns while managing records of all interactions to share insights with the internal teams. The role collects and analyzes customer feedback, escalates complex issues, and assists the team in identifying opportunities for cross-selling or upselling. The role follows standard procedures while adhering to legal and ethical standards and undergoes training to enhance skills.

Responsibilities
• 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
• Four-year Degree in Business Administration, Economics, Sales, Marketing, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 0-2 years of work experience, preferably in customer relationship management (CRM), customer service, customer experience management, account management, or a related field.

Preferred Certifications
• Certified Sales Operations Professional (CSOP)

Knowledge & Skills

  • Customer Service
  • Analytical mindset (Excel advanced)
  • SAP desirable
  • English and Portuguese Language


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.
 

Job -

Sales Operations

Schedule -

Full time

Shift -

No shift premium (Brazil)

Travel -

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.

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

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