customer Operations specialistLexmark

Customer Operations Specialist
Responsible for all aspects of the operations of a managed services contract. Manages the delivery of contracted services to clients to ensure that SLAs (service level agreements) and KPI (key performance indicators) as defined in the relevant contracts are met or exceeded. Manage the Customer P&L, contract amendments, identify and deliver continuous improvement ideas and execute Customer Governance. Ensures that operational teams and subcontractors have a clear understanding of client requirements . Builds and maintains strong client relationships at all levels and provides day-to-day client advice and support such as install base accuracy, hardware orders, device change management, issue resolution, client training needs, consumables forecasts, client on-hand inventories, toner reconciliation, consumables escalations, vendor management, normal business as usual activities to ensure customer satisfaction.
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