Our partner, a global leader within the hardware field, is looking for a Junior Returns Operations Analyst with Spanish or Italian to join their team!

Note:

• We offer an initial contract of one year through Prohuman with the possibility of extension/conversion. We are looking for someone who can dedicate 8 hours/day (09:00 – 18:00, one hour lunch break, hybrid (2 days from the office, 3 days WFH)), from Monday to Friday, communicates efficiently in both Spanish or Italian and English (front facing role, communication via email with B2B partners) and has 2 years of experience in a multinational environment. Seniority: junior-mid level.

Responsibilities:

Physical Claims backlog accountability

• Manages Customer / Partner Physical Claims backlog to ensure that appropriate actions are taken to accept or reject claims within agreed SLA and according to established processes.
• Reviews the tools & reports in use (e.g. WW Returns Dashboard or any other tool used by HP) on a daily basis and takes actions to bring the delayed orders back in contractual HP SLAs.
• Provide Physical Claims backlog analysis and summary report to customer and account team if and when required, in due time and with accurate information, as per the received requests.
• Manages all exceptions and special requests in the area of Take Back Operations, in due time and in alignment with agreed procedures / policies, as per the received requests.
• Ensures all Physical Claims are invoiced and closed in the systems, if not the case takes action to trigger the necessary invoice.
• Ensures all Return avoidance checks are executed.

Communication & end-to-end coordination

• CSR / Operations Specialist is the first & unique point of contact of the customer for all questions, information & requests regarding the Physical Claims – he/she drives the customer engagement (reactive and proactive) by timely and accurate feedback given to the customer and internal stakeholders on Physical Claims status and actions taken to accept or reject claims within agreed SLA and according to established processes.
• Provides consultancy and guidance to Customer / Partner on Physical Claims activities (via phone/ email) and ensures Customer / Partner is aware of the Physical Claims policy. Delivers in time and accurate information, as per the agreed process / procedure and request received.
• Interfaces internally with Country / Market team(s), Customer Operations, Logistics, Sales Operations and SCOAH back-end team, in order to ensure the best way of delivering the tasks.
• Provides consultancy and guidance to the account team on Take Back Operations processes and policies.
• Confirm claim is processed (where / when applicable, escalations etc.).
• Provide proactive status updates to Customer / Partner and internal stakeholders, especially on those claims at risk to miss the SLA.
• Ensures all Customer/ Partner inquiries are acknowledged within 4 hours, including “status update or no-status-update”.
• Supports the SCOAH team, finds solutions to queries and issues raised and provides coaching and training as needed.

Escalation ownership

• Accountable for providing in-time and accurate resolution of all Physical Claims related escalations, regardless of the level they have reached.
• Ensures Take Back Operations escalation process is properly and efficiently followed at all times.
• Provides clear and proactive communication on escalation status to both customer and internal stakeholders.
• Escalates at appropriate point any operational recurring issues (high number of claims, IT issues, etc.), and follows the escalation to ensure the problems/issue is finally solved – if applicable.

Education & Experience Recommended:

• Bachelor’s degree (mandatory).
• At least 2 years of work experience, preferably in customer support, or a related field in a multinational company.
• Fluent in Spanish or Italian and English.

Cross-Org Skills:

• Effective Communication
• Customer Centricity
• Results Orientation
• Learning Agility
• • Digital Fluency

Benefits:

• Monthly net salary;
• Meal vouchers (30 RON / worked day);
• Paid leave: 24 days / year;
• Private medical insurance (Regina Maria);
• Extended Benefits Package, which involves the choice of one of the following benefits (Family Medical Care / Dental Care / World Class / 7 Card / Kindergarten / Vacation tickets / Transportation), based on registration;
• Contract period: 1 year (with the possibility of extension or conversion).

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