Global Escalation & Process Improvement Specialist

Xerox Philippines; Cebu City; On-site; PHP 420,000 - 660,000; Full time

Job summary

Xerox Philippines is seeking an Escalation Specialist to manage and resolve customer, partner, and internal escalations within Supplies Management. You will connect service delivery teams, operations, logistics partners, and stakeholders to support service levels and customer satisfaction.

You will investigate issues, perform root cause analysis, coordinate corrective actions, and identify opportunities to improve service delivery and prevent recurring issues across the global organization.

Qualifications

• Bachelor's degree in Business Administration, Supply Chain Management, Engineering, IT, or related field.
• Minimum of 2 years in account/escalation/incident management, customer support, quality analysis or operations.
• Experience conducting Root Cause Analysis and implementing corrective actions.
• Strong analytical, communication, and stakeholder management skills.

Responsibilities

• Manage customer, partner, and internal escalations through end-to-end investigation and resolution.
• Conduct Root Cause Analysis and coordinate corrective/preventive actions while monitoring incidents.
• Monitor account activity, inventory levels, and trends to identify improvement opportunities.
• Review processes and support quality, maintain documentation, and implement enhancements.
• Collaborate with service desk, logistics, supply chain, and cross-functional teams to resolve issues.

Skills

Analytical

Stakeholder mgmt

Communication

Excel

Education

Bachelor's degree or equivalent

Tools

Microsoft Excel

Microsoft Word

PowerPoint

Job description

Xerox Philippines is seeking an Escalation Specialist to manage and resolve customer, partner, and internal escalations within Supplies Management. You will connect service delivery teams, operations, logistics partners, and stakeholders to support service levels and customer satisfaction.

You will investigate issues, perform root cause analysis, coordinate corrective actions, and identify opportunities to improve service delivery and prevent recurring issues across the global organization.