Customer Operations Specialist | Hybrid

Full time

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#DiscoverYourMark and Be part of our highly dynamic team to enjoy the following benefits:

• HMO coverage from day 1 of employment for you and your dependents with Maternity coverage
• Expanded Medical Benefit
• Accident and life insurance
• Dental and optical reimbursements
• Free medical consultation with Lexmark’s in-house doctors
• Employee privilege access to lactating, gaming, music and sleeping room
• Health and wellness activities
• Work-life balance
• Semi flex schedule and alternative work arrangements
• Dress down Friday and Shift Allowance
• Company-sponsored team bonding activities
• Unlimited access to online learning
• Diversity, Equity and Inclusion programs

***eligibility guidelines apply***

JOB SUMMARY:  

Customer-facing role that is responsible to manage and 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 for delivering basic operational level reporting to Customer monthly and providing analysis on operational data that might help the customer. Expected to consistently demonstrate and represent Lexmark brand according to our mission and guiding principles.

KEY ROLES AND 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 customer governance and do not require site visits 
• Manage all aspects of the day-to-day operations such as install base accuracy, hardware order management, device change management, issue resolution, 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 
• Assures compliance with Lexmark and Customer’s HR, procurement, legal, financial, ethics and government related policies, strategies, and processes 
• Contact or work directly with internal Lexmark teams & partners as required / needed to support client contractual requirements 
• Provide monthly Operations Reviews with customers while tracking action plans to improve services 
• Additional analysis of 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 

COMPETENCIES, SKILLS, KNOWLEDGE AND ABILITIES:

• 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 
• Demonstrated ability to effectively communicate via email and phone to business clients 
• 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 experience as a process analyst 
• Experience with the delivery of operations using technology solutions 
• Experience with direct interaction w/ Business Customers, including Managers / Directors 

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 

EDUCATION, EXPERIENCE AND CERTIFICATIONS BASIC REQUIREMENTS:  

• BA/BS/BBA degree in Business or equivalent experience 
• 4+ years' experience in an operations or services delivery role; accountable for customer satisfaction and service level attainment 

PREFERRED:  

• Six Sigma, Lean, TQM or other business process improvement methodology preferred 
• Project Management certification preferred 
• ITIL / ITSM experience; certification preferred 

Founded in 1991, Lexmark is recognized as a global leader in imaging and output technology solutions and managed print services by many of the technology industry’s leading market analyst firms. Lexmark sells its products and services in more than 170 countries and is headquartered in Lexington, Kentucky. Lexmark Research and Development Corporation (Lexmark Cebu) is one of Lexmark’s multimillion-dollar facilities invested in Cebu, Philippines. It is the base of Lexmark research and development and shared services operations in the Asia Pacific region, making the Cebu facility the largest site next to the corporate headquarters.

In 2020 alone, Lexmark Cebu won the Best Globa

Founded in 1991, Lexmark is recognized as a global leader in imaging and output technology solutions and managed print services by many of the technology industry’s leading market analyst firms. Lexmark sells its products and services in more than 170 countries and is headquartered in Lexington, Kentucky. Lexmark Research and Development Corporation (Lexmark Cebu) is one of Lexmark’s multimillion-dollar facilities invested in Cebu, Philippines. It is the base of Lexmark research and development and shared services operations in the Asia Pacific region, making the Cebu facility the largest site next to the corporate headquarters.

In 2020 alone, Lexmark Cebu won the Best Globa

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Perks and benefits

Medical

Miscellaneous allowance

Parking

Vision

Maternity Benefit, Life and Accident Insurance, Pe

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