Customer Operations Specialist

Description -

Job Summary

This role is responsible for managing end-to-end execution for assigned customer accounts, coordinating across functions to ensure delivery predictability, and proactively managing performance, risks, and customer communications.

Responsibilities

• Manages moderately complex customer accounts end-to-end.
• Owns communication and coordination across Logistics, Planning, Credit, and Sales to ensure delivery accuracy and predictability.
• Provides proactive customer updates for delays, risks, and recovery plans.
• Handles moderate-complexity disputes and collaborates with specialized teams for resolution.
• Identifies customer patterns and proposes improvement ideas.
• Contributes operational insights to account reviews and POA discussions.
• Supports execution of customer-related initiatives and service improvements.
• Ensures KPI progress for their assigned accounts (TCE, NPS components, disputes, friction drivers).
• Generates regular reports on key performance metrics and issue resolution to management and relevant stakeholders.
• Consistently ensures all customer handling follows compliance and documentation standards, identifying and escalating exceptions as needed Education & Experience Recommended
• Four-year or Graduate Degree in Supply Chain Management, Manufacturing Engineering, Operations management, Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 2-4 years of work experience,preferably in manufacturing operations, supply chain, or a related field. Preferred Certifications N/A Knowledge & Skills
• Customer Communication
• Operational KPI Management
• Data Analysis & Insight Generation
• Issue Resolution & Escalation Management
• Compliance & Documentation Management
• Risk management
• Continuous Improvement & Operational Excellence
• Customer Experience (TCE / NPS) Management
• Operational Planning & Prioritization
• Process Governance
• Change & Transformation Enablement
• Cross-functional collaboration Cross-Org Skills
• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity Impact & Scope
• Impacts immediate team and acts as an informed team member providing analysis of information and limited project direction input. Complexity
• Responds to routine issues within established guidelines.

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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).

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