Customer Returns Specialist at Hewlett Packard Enterprise

Mexico City, Mexico City, Mexico

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

TechnologyIndustries

Requirements

Typically a Bachelor's degree or equivalent experience and 2-4 years related experience, or Master's degree and up to two years experience
Typically 2-4 years of related experience in a telephone support position in a service or end-user support environment
2 years experience in the microcomputer industry
Technical training in the company or other manufacturers' product lines
Working knowledge of the field of Customer Relations
Demonstrated verbal communication and customer service skills
Intermediate-level knowledge of operating systems software
Demonstrated writing/correspondence skills
Experience and demonstrated presentation skills
Knowledge of legal ramifications/conflicts in Customer Relations environment such as consumer rights and manufacturers' warranty responsibility
Additional skills: Accountability, Action Planning, Active Learning, Active Listening, Bias, Business Growth, Business Planning, Coaching, Commercial Acumen, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Experience Strategy, Customer Relationship Management (CRM), Data Analysis Management, Data Collection Management, Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity, Long Term Planning, Managing Ambiguity

Responsibilities

Provide professional solutions to company end-users, dealers, and service providers for unresolved escalated case issues received via telephone and written correspondence
Serve as an escalation link for company field employees, executives, and channel regarding customer satisfaction issues, including availability, price dissatisfaction, product safety issues, complaints with the company and/or its representatives, and complaints regarding an authorized dealer or channel
Apply intermediate level of subject matter knowledge to solve a variety of common business issues
Work on problems of moderately complex scope
Act as an informed team member providing analysis of information and limited project direction input
Exercise independent judgment within defined practices and procedures to determine appropriate action
Follow established guidelines and interpret policies
Evaluate unique circumstances and make recommendations
Own the return process end to end as the 'face' to the customer
Ensure the customers' return process is managed effectively and efficiently
Attend to customers’ return queries
Collaborate with internal partners and team members to ensure end-to-end returns are completed within assigned metrics

Skills

Key technologies and capabilities for this role

Customer ServiceEscalation ManagementReturns ProcessingCase ResolutionTelephone SupportWritten CommunicationProblem SolvingCustomer Satisfaction

Questions & Answers

Common questions about this position

Is this a remote position or does it require office work?

This role is designed as ‘Hybrid’ with an expectation to work on average 2 days per week from an HPE office.

What experience and education are required for this role?

Typically a Bachelor’s degree or equivalent experience and 2-4 years related experience, or a Master’s degree and up to two years experience. Requires 2-4 years in a telephone support position in a service or end-user support environment and 2 years in the microcomputer industry.

What key skills are needed for the Customer Returns Specialist position?

Requires working knowledge of Customer Relations, demonstrated verbal communication and customer service skills, intermediate-level knowledge of operating systems software, demonstrated writing/correspondence skills, and experience with presentation skills.

What is the company culture like at Hewlett Packard Enterprise?

The culture thrives on finding new and better ways to accelerate what’s next, values varied backgrounds, offers flexibility to manage work and personal needs, embraces bold moves together, and supports career growth.

What makes a strong candidate for this Customer Returns Specialist role?

Strong candidates have a Bachelor’s degree or equivalent with 2-4 years of telephone support experience in service or end-user environments, 2 years in the microcomputer industry, and skills in customer relations, communication, operating systems, writing, and presentations.

Hewlett Packard Enterprise

Provides enterprise IT solutions and services

About Hewlett Packard Enterprise

Hewlett Packard Enterprise provides enterprise IT solutions with a focus on cloud services, artificial intelligence, and edge computing. Their products include HPE Ezmeral for managing containers, HPE GreenLake for cloud services, and HPE Aruba for networking. These solutions help businesses improve their performance and adapt to digital changes. HPE's business model includes selling hardware, software, and services, as well as offering subscription-based services and long-term contracts. What sets HPE apart from competitors is its commitment to open-source projects and its active developer community, which supports collaboration and innovation. The company's goal is to empower organizations to transform digitally and optimize their operations.

Houston, TexasHeadquarters

1939Year Founded

IPOCompany Stage

Hardware, Enterprise Software, AI & Machine LearningIndustries

10,001+Employees

Risks

Integration challenges with Juniper Networks may delay AI-driven networking benefits.

Competition from startups like Flywheel could impact HPE's AI and cloud services.

HPE's acquisition strategy may strain resources and distract from core operations.

Differentiation

HPE's GreenLake offers a unique hybrid cloud platform for diverse IT environments.

HPE Ezmeral provides advanced container management, enhancing enterprise AI and analytics capabilities.

HPE's Aruba solutions integrate cloud security and networking for seamless, secure connectivity.

Upsides

HPE's acquisition of Juniper Networks boosts AI-driven innovation in networking.

OpsRamp acquisition enhances HPE's IT management with AI-based automation capabilities.

Axis Security integration strengthens HPE's cloud security offerings with SASE solutions.

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