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Customer Operations Specialist @LRD Lexmark R&D Corp.

[Hiring] Customer Operations Specialist @LRD Lexmark R&D Corp.

Apr 04, 2025 - LRD Lexmark R&D Corp. is hiring a remote Customer Operations Specialist. 💸 Salary: unspecified. 📍Location: Asia.

Responsibilities : JOB SUMMARY: Customer-facing role that is responsible to manage & 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 delivery of SOW contacted services and services 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 to deliver Services requirements as stated in the SOW, operational level reporting to Customer based on customer cadence, provide analysis on needed operational data and work in partnership with Client as a key resource for resolution of business problems. Expected to consistently demonstrate and represent Lexmark brand according to our mission and guiding principles. 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 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 AND BACKGROUND: Ideal candidate will have: 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 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 Knowledge of Lexmark systems and tools for MPS business to the extent where there is understanding of impacted processes due to systems KEY METRICS: 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 PERSONAL CHARACTERISTICS: 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 EDUCATION: REQUIRED: BA/BS/BBA degree in Business or equivalent experience PREFERRED: Six Sigma, Lean, TQM or other business process improvement methodology preferred Project Management certification preferred ITIL / ITSM experience; certification preferred KEY DELIVERABLES: 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 How to Apply ? Are you an innovator? Here is your chance to make your mark with a global technology leader. Apply now! Global Privacy Notice Lexmark is committed to appropriately protecting and managing any personal information you share with us. Click here to view Lexmark's Privacy Notice. Lexmark creates innovative technologies that help our customers Make a Lasting Impression on their worlds. We’re recognized as a global leader in print hardware, service, solutions and security. How do we make all that happen? Our talented, diverse and driven employees. We’re always looking for innovative individuals to join our exciting team. We have opportunities in multiple business areas and in multiple locations across the country, including some fully remote positions. Get to know us a bit and see if Lexmark might be the ideal next stop in your career. Lexmark is a diverse and inclusive workplace where all employees can be their authentic selves and individual differences are valued and celebrated. We believe that our company, our communities and our customers reap the rewards of this. We are proudly an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based on race, color, religion, gender, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression. For more information, click here. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact recruit@lexmark.com.

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Back to Remote jobs  >   Customer Service
Customer Operations Specialist @LRD Lexmark R&D Corp.
Customer Service
Salary 💸 unspecified
Remote Location
Asia
Job Type full-time
Posted Apr 04, 2025
Apply for this position Unlock 54,710 Remote Jobs
️
📍 Be aware of the location restriction for this remote position: Asia
‼ Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.
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