Client Services & Operations Specialist

Xerox; Cebu City; On-site; PHP 600,000 - 900,000; Full time

Job summary

Xerox is seeking a Customer Operations Specialist in Cebu City to manage and execute contracted Managed Services as defined by the Client SOW. You will coordinate with customer contacts, 3rd party partners and Lexmark resources for day‑to‑day service delivery, reporting and issue resolution.

Role requires strong communication skills, experience with MS Office tools, and a solid understanding of SOWs, contracts, and performance metrics.

Qualifications

• Experience with direct interaction w/ Business Customers, including Managers / Directors.
• 4+ year experience in an operations or services delivery role; accountable for customer satisfaction and service level attainment.
• Ability to read and understand standard SOW (Statement of Work) with capability to interpret for delivery of services even to the extent to execute minor amendments or Contract Change Requests.
• Demonstrated ability to effectively communicate via email and phone to business clients.
• Experience collaborating and managing multi-disciplined teams.
• Experience handling multiple issues at one time, general issue resolution, proposal discussions, general services delivery concerns, communicating project or delivery status.
• Experience generating & presenting performance reporting/metrics on behalf of your company.
• Experience applying business management, financial concepts & contracts knowledge to ensure clients contractual requirements delivered on‑time and accurate.
• Strong analytical/procedural background with demonstrated ability to apply a systematic approach to problem solving.
• Formal certification or past experience as a process analyst.
• Experience with the delivery of operations through the use of technology solutions.
• Meet Language requirements.

Responsibilities

• Responsible for management and execution for steady states services as defined in a Managed Services Statement of Work typically for multiple accounts that do NOT have site visit requirements or complex customer governance needs.
• Implementation of services, and manage the delivery of day‑to‑day operations of Post Implementation MPS Express Services.
• Manage all aspects of the day‑to‑day operations such as install base accuracy, hardware order management, device change management, issue resolution, consumable forecasts, toner reconciliation analysis, consumables management, normal business as usual activities.
• Maintain necessary client communication via email or phone; maintain and manage active Client Action Log.
• Monitor and report on services & maintenance performance metrics to fulfill contractual SLA as required - utilize escalation when needed. Responsible to execute exceptional service delivery in such a manner Lexmark experience 100% Client Retention.
• Fiduciary responsibility for ongoing operations including inventory management and high‑level inputs to the impact on gross margin.
• Collaboratively engage on Accounts Receivable around collection efforts and strategies in managing payments and aged invoices while working across different levels in the Lexmark CFT and Client organization.
• Contact or work directly with internal Lexmark teams & partners as required / needed to support client contractual requirements.
• Execute Lexmark standard customer operations processes.
• Provide monthly Operations Reviews with customer while tracking action plans to improve services.
• Additional analysis on data relevant to delivery of service that might increase customer experience.
• Support analysis on reconciliation of consumables for recovery of revenue.
• Capture requirements and submit for minor contract amendments.
• Align with the global teams on the global strategy for the CPA (Country Participation Agreement) managed outside of the lead country.
• Assures compliance with Lexmark and Customer’s HR, procurement, legal, financial, ethics and government related policies, strategies and processes.

Skills

Customer interaction

SOW understanding

Communication

Team collaboration

Reporting & metrics

Contract change knowledge

Problem solving

Process analysis

Language requirements

Education

BA/BS/BBA in Business or equivalent

Tools

MS Office

MS Visio

MS Access

Software driver knowledge

IP protocols knowledge

Basic network protocols

Job description

Xerox is seeking a Customer Operations Specialist in Cebu City to manage and execute contracted Managed Services as defined by the Client SOW. You will coordinate with customer contacts, 3rd party partners and Lexmark resources for day‑to‑day service delivery, reporting and issue resolution.

Role requires strong communication skills, experience with MS Office tools, and a solid understanding of SOWs, contracts, and performance metrics.