Customer Operations Specialist

• Responsible for management and execution for steady states services as defined in a Managed

• Implementation of services, and manage the delivery of day to day operations of Post Implementation

• Manage all aspects of the day-to-day operations such as install base accuracy, hardware order

• Maintain necessary client communication via email or phone; maintain and manage active Client Action

• Monitor and report on services & maintenance performance metrics to fulfill contractual SLA as required

• Fiduciary responsibility for ongoing operations including inventory management and high-level inputs to

• Collaboratively engage on Accounts Receivable around collection efforts and strategies in managing

• Contact or work directly with internal Lexmark teams & partners as required / needed to support client

• 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)

• Assures compliance with Lexmark and Customer's HR, procurement, legal, financial, ethics and

• 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

• Ability to read and understand standard SOW (Statement of Work) with capability to interpret for delivery

• 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

• Experience generating & presenting performance reporting/metrics on behalf of your company

• Experience applying business management, financial concepts & contracts knowledge to ensure clients

• Strong analytical/procedural background with demonstrated ability to apply a systematic approach to

• 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.

• 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

• Individual must demonstrate a high level of business acumen; ability to get along well with diverse

• Comfortable performing multifaceted projects in conjunction with normal activities in a demanding, fast-

• “Hands on" management style-drives team involvement within division and functional support

• Strong analytical and reasoning abilities. Mindset that enables solving complex problems in a fast-paced

• Demonstrated ability to develop and communicate high impact messages and complex ideas in an

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

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

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