Order Management Agent

Job description

Order Management Agent (Day Shift – Weekends)The main objective is getting the part the client needs. Give the adequate follow up to parts escalations, look for the parts, and find them in the local warehouses or find alternatives if original part is not available. As a last resource, and depending on the client and purchase contract priority, orders can be escalated to CEM-GSD SC AME US.
 
Schedule: Saturday to Tuesday | 7:00am to 6:00pm
 
Key Responsibilities
 
·         Enter the Avaya system. Open Easitool system in order to follow up corresponding tickets.
·         Perform an accurate parts research in systems such as GCSS, Engineers contact information pages, alternative parts search engines, UPS pages and SAP.
·         Check previous day pending cases that are registered in the system Mycaseload, in order to follow up open cases that have not received a response from warehouses o no relevant information in order to close case.
·         Process tickets ordered by priority and assigned cases entered to GCSS system.
·         Follow up cases in which priority has been modified as solicited by Area Business Managers or Customer Engineers.
·         Follow up to engineers’ calls referring to cases that have to be worked with urgency and report lines and process immediate requests made by the Area Business Managers.
·         Occasionally, attend engineers’ calls with specifics cases where escalation follow up is a necessary (for example there is a long Estimated Time of Arrival).
·         Process duplicate orders entering the information to a “tracker” specifying the reason of duplication.
·         Occasionally process orders in SAP system in specific cases, could be same business day (WCP, WDR, WDD) or next business day.
·         Establish contact with engineer of the respective case about the escalation status either by phone or thru GCSS notes.

Desired profile

 Qualifications:
 
·         Technical degree with specialty in Services field or equivalent experience is desired.
·         Knowledge and handling of SAP
·         Easitool knowledge/experience
·         Knowledge in Microsoft Office package.
·         Knowledge and handling of Outlook tool.
·         Intermediate level of English, oral and written.
·         Intermediate level of Portuguese, oral and written.
 
Experience:
 
·         Previous experience in services field, supply chain and logistics is desired.
 
Competencies:
 
·         Strong customer service skills.
·         Ability to give detailed follow up and document processes.
·         Ability to work under stress and pressure.
·         Capacity to work with order and attention to details.
·         Negotiation skills.
·         Ability to analyze information and find solutions.
·         Team work skills, solidary when common goals need to be reached.
·         Responsible with its tasks.
 
About HP
HP creates new possibilities for technology to have a meaningful impact on people, businesses, governments and society. The world’s largest technology company and ranked 10 on the Fortune 500 list for 2012, HP brings together a portfolio that spans printing, personal computing, software, services and IT infrastructure to serve more than 1 billion customers in over 170 countries on six continents. HP invents, engineers, and delivers technology solutions that drive business value, create social value, and improve the lives of our clients.
Thanks for taking the time to review our job, if you think it is a match to your experience and interests please apply today— we are eager to learn more about you! If you know a friend who may be a fit for the job please refer them.
Please note the above statements describe the general nature and level of work only. They are not a complete list of all required responsibilities, duties and skills. Other duties may be added, or this description amended at any time.
 
Please Note
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