Customer Operations Specialist

• 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 site visit requirements
• 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, phone, or video conference including maintain and manage active Client Action Log and sharing with Customer
• 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, accounts receivable and high-level inputs to the impact on gross margin
• Contact or work directly with internal Lexmark teams & partners as required / needed to support client contractual requirements

• Execute Lexmark standard customer operations processes
• Provide Operations Reviews with customer based on their cadence 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 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
• Support and manage hardware order and install for BAU as well as assist with Customer refresh activities

• 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, phone and video conference to business clients
• Experience collaborating and managing multi-disciplined teams
• Experience handling multiple issues in parallel, 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

• 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

• Customer Satisfaction
• Client Renewal Rate
• Service Level Attainment
• Project/Task Complete to Plan / On-Time
• Project/Task Execution Accuracy
• Customer Touch Points
• Customer Operational Report Delivery
• Fleet Data Quality / Data Quality Dashboard
• Opportunity Identification
• Forecast Management

• Individual must demonstrate a high level of business acumen; ability to get along well with diverse personalities—flexible
• Comfortable performing multifaceted projects in conjunction with normal activities in a demanding, fast-paced work environment; demonstrated ability to execute and manage to standard processes and procedures
• “Hands on” management style—drives team involvement within division and functional support organizations; ability to build and manage a cross cultural, cross tower team for effective and efficient customer support
• Strong analytical and reasoning abilities. Mindset that enables solving complex problems in a fast-paced environment while delivering on service promises. Able to develop and adapt business processes after evaluating multiple solutions

• Demonstrated ability to develop and communicate high impact messages and complex ideas in an effective, concise fashion in both verbal and written format

• Ability to work effectively with limited supervision and work cooperatively with customers, remote team members and managers

• BA/BS/BBA degree in Business or equivalent experience

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

• Action Log / Plan
• Weekly / Monthly SLA Reports
• Weekly / Monthly Analysis Reports
• Key Process Flows (MADC, Order Mgmt, Manual Meter Read Collection, Escalation Process Procedures, etc.) for each Client
• Statement of Work (SOW)
• Bi-Weekly Customer Touch Points
• Monthly Operational Reviews

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