This customer delivery position owns the return process end to end. The Customer Return Specialist (CRS) is the ‘face’ to the customer and is responsible to ensure the customers return process is managed effectively and efficiently. The CRS attends to customers’ return queries, collaborates with internal partners and team members to ensure end to end returns are completed within assigned metric.
- Implement and manage e2e Customer return process
- Field questions from Customer relating to returns
- Offer Logistic Services
- Issue asset list/shipment forms to customer on returns initiation
- Chase outstanding shipment confirmations
- Assist returns reconciliation specialist with surplus queries if necessary
- Deliver customer experience
- Monitor customer metrics and identify/implement improvements
- Drive resolution of customer queries
- Seek for opportunities to grow the business
- Communicate operational process changes to customer
- Support total customer experience
- Support team and supporting roles as needed
- Communicate/escalate team members quickly, consistently and effectively
- Collaborate and engage with team members providing valuable input for customer projects/solutions
- May act as a team or project leader validating deliverables and team decision making processes
- Excellent communication skills (e.g. written, verbal)
- Solid understanding of core HPEFS businesses, systems and tools
- Good working knowledge of Microsoft Office tools (Advanced Excel, PPT, Word)
- Demonstrate strong relationship management skill set
- Demonstrate excellence in customer service.
- Effective organization, time management, prioritization, follow-up and execution skills
- Superior research and analytical skills.
- University degree or equivalent experience
- Typically 2-4 years of related experience, preferably in leasing, financial services and customer service, sales
- HPEFS past experiences is a strong asset
Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities. HPE will comply with all applicable laws related to the use of arrest and conviction records, including the San Francisco Fair Chance Ordinance and similar laws and will consider for employment qualified applicants with criminal histories.