Conway, Customer Contact Center- Customer Engagement Management Adviso - Conway AR

Company: Hewlett Packard
Location: Conway, AR
Posted On: 11/06/2009

Can work that moves you move the world? Absolutely. At HP, the brightest in your field are serious about developing and delivering solutions that change the lives of people everywhere. It's work that challenges you to lead and rewards you when you do. You'll be an important part of the leading global information technology company, part of a culture that's driven to improve and outperform. Join us and together we'll move the world in ways never possible before!<BR><BR>*We are currently looking for candidates for our FALL/WINTER HIRING/EARLY 2010 HIRING.*<BR> <BR> Come join Hewlett Packard, one of the leading Global Information Technology Solutions providers, as we open, in Conway, AR our new state-of-the-art Contact Call Center. This team is within our Technology Solutions Groups. We offer a broad range of solutions focused on helping our business customers manage and transform their technology environments for better business outcomes. Business customers can take advantage of our technology and expertise by leveraging our core building blocks-servers and storage, software and services.<BR> <BR> <STRONG>Business Environment:</STRONG><BR> <BR> The Americas Sales Operations (ASO), is responsible for addressing the operational needs of the sales force and HP's business groups through sales productivity initiatives, sales reporting, order management support, and proposal support. The Customer Services & Deal Management (CS&DM) organization delivers to our customers, sales teams and internal partners industry leading practices for 'Customer to Cash' including:<BR><UL><LI>Technical configuration & quotation generation</LI><LI>Relationship management</LI><LI>Customer order management & revenue attainment</LI></UL> <STRONG>Job Description:</STRONG><BR><UL><LI>Provides services to customers by performing a variety of tasks, including accurate, efficient, and timely processing of configuration and quotation requests.</LI><LI>Coordinates and implements the tasks relative to process revenue opportunities created by the sales force and provide task substitution to create more available selling time for the sales force.</LI><LI>Manages relationships with customers, internal partners, and team members. Serve as primary customer contact for server, storage and software configurations.</LI></UL> Key Responsibilities:<BR><UL><LI>Manage customer quotes to ensure all requirements for quote generation are handled to meet customer needs. </LI><LI>Ensure that all interactions and transactions meet Customer Business Center (CBC) process and audit guidelines, including proper discount authorization, consistent terms and conditions, and thorough documentation.</LI><LI>Take ownership to define customer needs and exercise sound judgment to implement solutions.</LI><LI>Responsible for individual and organization metric performance within established goals, including ongoing analysis of results and creation of action plans to drive continuous improvement through utilization of quality techniques.</LI><LI>Manage change in a constructive and positive manner.</LI><LI>Maintain proficiency and currency on all applicable tools, products and service updates.</LI><LI>Provide product, marketing and common technical information on HP product offerings and/or order fulfillment programs as part of an account management team.</LI></UL> Essential Duties and Responsibilities: <BR> <STRONG> </STRONG><BR> Configuration and Quote Generation<BR><UL><LI>Applies knowledge of HP tools and resources to ensure customer satisfaction and accelerate information request fulfillment.</LI><LI>Receive requests to configure and quote customer opportunities from Triage Manager.</LI><LI>Configure HP products such as high-end Servers and storage as well as software to complete formal quotations.</LI><LI>Create system/solution configuration in Watson based on Siebel Service Request (SR) specifications.</LI><LI>Ensure configuration validity by checking technical aspects via CLIC (ie configuration tool).</LI><LI>Create a legal, formalized quotation with approved pricing.</LI><LI>Process quotes according to CBC process and audit guidelines.</LI><LI>All quotes and quote documentation should be filed according to documented policy and record retention guidelines.</LI><LI>Support any Back Office (order processing) with quotation refreshes/corrections.</LI></UL> <BR><BR><BR> <BR> <STRONG>Key Experience:</STRONG><BR><UL><LI>2+ years technical support, helpdesk, customer support experience.</LI><LI>Minimum 1+ years of technical environment experience working with software applications, hardware, network and infrastructure solutions</LI></UL> <B>Technical</B> <B>Skills:</B><BR><UL><LI> 2+ year extensive Microsoft Office Suite</LI><LI>Experience multi-tasking with various software applications.</LI></UL> Personal Skills:<BR><UL><LI>Time management and organizational skills</LI><LI>Strong verbal and written communication skills</LI><LI>Proven ability to meet deadlines in a high pressure, fast paced environment</LI><LI>Positive, team-based attitude</LI><LI>Proven ability to resolve problems and multitask</LI><LI>Able to prioritize workload</LI><LI>Strong decision-making skills</LI><LI>Ability to take guidance and direction</LI><LI>Ability to learn, grasp and apply new and technical concepts</LI></UL> Education:<BR><UL><LI> Bachelor's degree or equivalent experience. (Technical/Business Degrees preferred)</LI></UL><P> Events/Other Resources/Arkansas Community Partners </P><P> </P><P> We encourage all applicants to contact the Conway Dept of Arkansas Workforce Services for assessments, interview tips and training </P><P> (see below) </P><P> </P><P> Please follow all job updates on TWITTER at www.twitter/hpconway </P><P> </P><P> HP Job Fair- Monday September 28, 2009 7 am- 7pm University of Central Arkansas- open to the public </P> <BR><BR><BR>Job - Sales Operations<BR><BR>Primary Location - United States-Arkansas - Conway<BR><BR>Schedule - Full-time<BR><BR>Job Type - Experienced<BR><BR>Shift - Day Job<BR><BR>Travel - No<BR>df-lj More...

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