Industrial Print Services Order Administration Team Lead

Industrial Print Services Order Administration Team LeadDescription -This position is a customer focused Order Administration SME/Team Lead role; who works collaboratively with clients, internal teams and stakeholders - both external and internal to HP - to support, administrate, review, prepare and follow up end to end on all requests coming from end customers, partners, and internal stakeholders. Proactively identifies and manages changes of business requirements. Identifies risks for HP’s clients and effectively manages their expectations.Applies developed subject matter knowledge to solve common and complex business issues in the end to end Large Format process within established guidelines and recommends appropriate alternatives of solution. Works on problems of diverse complexity and scope. Provides direction to team activities and facilitates information validation and team decision making process. Exercises independent judgment within generally defined policies and practices to identify and select a solution. This role has the ability to handle most unique situations and will seek advice in order to make decisions on complex business issues. This person will be the focal point for critical accounts and ASMs escalations.Responsabilities:Subject Matter Expert of all activities related to the Order Administration Group.Manages the accuracy of PO’s & Quotes along with the ROPs team (interaction with internal areas and customers).Onboards & trains new joiners.First point of contact for business escalations; Premier Accounts and also for Account Delivery Managers. Handles issues from beginning until resolution at all levels.Coordinates with all the areas involved so Customers fulfill their necessities; improve the operation and increase Customer Satisfaction.Collaborates in the introduction of new processes or systems.Researches, identifies, and presents solutions to customer needs. Detects and routes necessary issues or concerns to other Services teams as appropriate.Meets with HP´s records retention requirements by using high-maturity methods, processes, and tools.Executes upon end to end business cycle needs; Participates in projects, process improvements and supports HP´s management of change.Demonstrates focus on qualitative and quantitative results. Delivers and presents team´s KPI results throughout the fiscal year.Education and Experience Required: Typically a Bachelor’s Degree in business discipline or equivalent experience (Master degree as a plus).Minimum of 2 years of experience in operations/business administration and process improvement activitiesKnowledge and Skills:2 or more year’s experience in Customer Service, Administrative areas and Team LeadingStrong communication skills (written, verbal & presentation); mastery in English and local language. Other language is a plusUtilize structured techniques for documentation, analysis, evaluation and validationTranslating high- level information into details as well as abstracting low- level informationDriving team´s urgent inquiries by classifying/prioritizing needs; full understanding of HP´s requirements and its solutionsExperience in Management of Change initiatives driven in groups, and their traceability.Identifying risks, applying creativity to solving complex problemsBuilding strong networking through a collaborative manner and effective use of the Growth Mindset guidanceStrong sense of urgency, self-guidance, focus to detail, and adaptabilityIdeally CDAX, SAP, Genesys & ServiceNow tool knowledgeGreat management skills, be able to work well under pressure and deadlines, and be able to meet deadlines.Impact / ScopeTCE for customers, internal areas and partners satisfactionBusiness performance and revenueDocument & information retentionJob -ServicesSchedule -Full timeShift -No shift premium (Mexico)Travel -Relocation -EEO Tagline - HP Inc. is EEO F/M/Protected Veteran/ Individual with Disabilities.