Customer Operations Specialist (Service Delivery Management Professional)

Xerox Philippines; Lapu-Lapu; On-site; PHP 480,000 - 600,000; Full time

Job summary

Lexmark Philippines seeks a Customer Operations Specialist to manage and execute steady-state services under a Client SOW. You will collaborate with client contacts, 3rd party partners, and Lexmark resources to deliver defined services and report on performance.

The role requires strong communication, experience with SOWs, and the ability to manage multiple issues while maintaining client satisfaction and adherence to SLAs.

Qualifications

• Experience interacting with business customers and managers.
• 4+ years in operations or services delivery with SLA focus.
• Ability to read and interpret SOWs for delivery.
• Strong verbal and written communication with clients.
• Experience leading multi-disciplinary teams.
• Ability to manage multiple issues and provide status updates.
• Experience generating performance metrics for clients.
• Knowledge of contracts and financial concepts for client delivery.
• Analytical mindset with process improvement exposure.
• Process analyst experience or certification.

Responsibilities

• Manage and execute steady-state services per the SOW for multiple accounts.
• Oversee day-to-day operations of post-implementation services.
• Handle installation base accuracy, orders, device changes, and reconciliations.
• Maintain client communication via email or phone and action logs.
• Monitor service metrics to meet SLAs; escalate when needed.
• Ensure ongoing operations align with gross margin considerations.
• Collaborate with internal teams and clients to satisfy contractual requirements.
• Conduct monthly operations reviews and track action plans.
• Provide data analysis to improve service delivery.

Skills

Customer interaction

Operations experience

SOW interpretation

Communication skills

Team collaboration

Issue management

Performance reporting

Contract knowledge

Process analysis

Tech proficiency

Tools

MS Office

MS Visio

MS Access

Job description

About Xerox Holdings Corporation

For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we’ve expanded into software and services to sustainably power the hybrid workplace of today and tomorrow. Today, Xerox is continuing its legacy of innovation to deliver client-centric and digitally-driven technology solutions and meet the needs of today’s global, distributed workforce. From the office to industrial environments, our differentiated business and technology offerings and financial services are essential workplace technology solutions that drive success for our clients. At Xerox, we make work, work. Learn more about us at www.xerox.com.

About Xerox Holdings Corporation

For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we’ve expanded into software and services to sustainably power the hybrid workplace of today and tomorrow. Today, Xerox is continuing its legacy of innovation to deliver client-centric and digitally-driven technology solutions and meet the needs of today’s global, distributed workforce. From the office to industrial environments, our differentiated business and technology offerings and financial services are essential workplace technology solutions that drive success for our clients. At Xerox, we make work, work. Learn more about us at www.xerox.com.

Overview

Customer-facing role that is responsible to manage & execute contracted Managed Services as defined by Client Statement of Work (SOW). The Customer Operations Specialist (COS) works with customer contacts, 3rd party partners and Lexmark resources to execute defined services. Duties include day to day services delivery execution, escalation management, generating or providing customer reports and providing input and recommendations for ensuring Client satisfaction. Accountable to support post implementation, steady state services to meet Client and Lexmark targets. Responsible to deliver basic operational level reporting to Customer monthly, provide analysis on needed operational data and work in partnership with Client as a key resource for resolution of business problems. Expected to consistently demonstrate and represent Lexmark brand according to our mission and guiding principles.

What You Will Do

• 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

What You Need to Succeed

• 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

Technical Competence

• Experience in documenting current and future state business/operations processes; standard work
• Experience in defining and executing improvements to standard work or current processes
• Excellent skills in MS Office Suite including, word processing, spreadsheet, and presentation software. MS Visio and MS Access preferred; working knowledge and MS office suite basic skills are required
• Basic knowledge of software driver implementation, IP protocol schema and basic network protocols
• Knowledge of Lexmark systems and tools for MPS business to the extent where there is understanding of impacted processes due to systems

Key Metrics

• Customer Satisfaction
• Client Renewal Rate
• Service Level Attainment
• Project/Task Complete to Plan / On-Time
• Project/Task Execution Accuracy