North America Escalation & Root-Cause Analyst

Xerox; Cebu City; Sur place; PHP 600 000 - 900 000; Plein temps

Résumé du poste

Xerox in Cebu City, Philippines is seeking an Escalation Specialist to manage and resolve escalations across supplies management. You will coordinate with service delivery teams, logistics partners, and account stakeholders to ensure service levels and customer satisfaction.

The role involves root-cause analyses, corrective actions, and ongoing monitoring of incidents, with collaboration across cross-functional teams to improve delivery and performance.

Qualifications

• Bachelor’s degree in Business Administration, Supply Chain Management, Engineering, Information Technology, or a related field, or equivalent business experience.
• Minimum of 2 years of experience in account management, escalation management, incident management, customer support, quality analysis, or operations.
• Experience conducting root cause analysis and implementing corrective actions.
• Strong analytical, critical thinking, prioritization, communication, customer service, and stakeholder management skills.
• Advanced knowledge of Microsoft Excel, Word, and PowerPoint.

Responsabilités

• Manage customer, partner, and internal escalations through end-to-end investigation, resolution, and proactive stakeholder communication.
• Conduct root cause analysis and coordinate corrective and preventive actions while monitoring incidents and priority requests against service level requirements.
• Monitor account activity, consumables usage, inventory levels, operational performance, and recurring trends to identify improvement opportunities.
• Review processes, support quality and compliance activities, maintain operational documentation, and help implement process enhancements.
• Collaborate with service desk, account, logistics, supply chain, operations, and cross-functional teams to resolve issues and improve service delivery.

Connaissances

Escalation management

Root cause analysis

Stakeholder management

Analytical thinking

Critical thinking

Prioritization

Communication

Customer service

Microsoft Excel

Microsoft Word

PowerPoint

Formation

Bachelor’s degree in Business Administration, Supply Chain Management, Engineering, Information Technology, or related field

Description du poste

Xerox in Cebu City, Philippines is seeking an Escalation Specialist to manage and resolve escalations across supplies management. You will coordinate with service delivery teams, logistics partners, and account stakeholders to ensure service levels and customer satisfaction.

The role involves root-cause analyses, corrective actions, and ongoing monitoring of incidents, with collaboration across cross-functional teams to improve delivery and performance.