EMEA CONSUMABLES MANAGEMENT SPECIALIST
Business Area: Onboarding to Resolution - Order Management
Job Summary:
The MPS Consumables Specialist is responsible for the monitoring and management of any consumables (supplies and service parts) exceptions that occur daily in the system, with the goal of ensuring that MPS customers receive the right consumables at the right time, in accordance with their contract. They are also responsible for the day-to-day communications necessary to ensure effective and efficient operations in the Managed Print Services business.
The individual directly reports to the Team Lead, while working closely with other Lexmark employees and teams in Cebu, as well as those residing in the geography, he/she supports (geo operations), including teams who may reside in the Lexington Headquarters (WW Process Teams, Systems Support, etc.).
The specialist is responsible for the smooth and accurate execution of worldwide MPS standard processes for Consumables Management.
Key Roles and Responsibilities:
- Daily management of the alert log to ensure accuracy of alerts
- Daily analysis and management of MPS Consumables Management Service Requests that fall into exceptions and the resolution of these in accordance to worldwide standard processes and Service Level Agreement (SLA)
- Accurate and timely processing of orders requested through various tools or from onsite / customer-facing counterparts/ other MPS teams
- Daily analysis and management of orders that fall into exceptions and the resolution of these in accordance to worldwide standard processes and Service Level Agreements (SLA)
- Daily management of returns requested from various MPS teams in Cebu, or the geographies supported
- Generation, analysis, and management of reports using standard tools and practices
- Escalation of any system or process issue(s) experienced to the correct support group(s)
- Participation in continuous improvement activities or initiatives
Competencies, Skills, Knowledge and Abilities:
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CUSTOMER-FOCUS
- Ability to listen to the customer’s issues and address them through the flawless execution of worldwide standard practices
- Displays a positive attitude to the customer and to the team
- Able to use all options / resources available to address a customer’s issue / escalation
- Displays a sense of urgency when processing / addressing customer requests, issues, or escalations
- Ability to stick to tight schedules and deadlines
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TECHNICAL SKILLS
- Basic Microsoft (MS) Excel skills is required
- Proficiency in other MS Office programs (Word and PowerPoint) is required; experience with Visio and PowerBI is a plus
- Ability to type 38-40 words per minute
- Basic knowledge of and experience with Google applications – Gmail, Hangouts, Drive, Docs, Calendar, etc. is preferred
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COMMUNICATION SKILLS
- Competent in the use of different methods of communication: email, chat, telephone, or other official communication tools
- Conveys information clearly and effectively, both written and verbal, to a global group of teams
- Listens actively and effectively
Education, Experience and Certifications Basic Requirements:
- A bachelor’s degree in Industrial Engineering, Computer Engineering, Information Technology, or any related courses
- Experience in working with worldwide teams, reporting, and/or data management is preferred but not required.
You may send your application to recruitment@lexmark.com.