Xerox

The Supplies Helpdesk Specialist (Voice & Non-Voice) is responsible for the end-to-end fulfillment of consumables customer orders and service requests. The specialist manages voice (phone) or non-voice (email, chat, online) channels and coordinates the order placement and order processing of consumables orders. The specialist completes activities aligned with contractual agreement with customers. The specialist may be engaged in escalation calls requiring very strong communication skills and customer focus.

Our global operating model includes

• Geo based support with teams operating on EMEA and NA shifts
• And a focus on all lines of business (XBS, base business, EPS)

This role ensures seamless collaboration with internal teams, stakeholders, and clients, delivering exceptional customer service and operational efficiency.

COMPETENCIES, SKILLS, KNOWLEDGE & ABILITIES:

Excellent oral and written English communication skills

Strong problem solving and customer service skills

Must possess sharp attention to detail (data accuracy is critical)

Proactive in issue identification and escalation

Experienced in customer-facing roles and cross-functional collaboration

Ability to navigate thru multiple systems

Ability to work with multiple internal and external clients in a fast-paced work environment

Ability to read, understand, follow company Standard Operating Procedures (SOP

Advanced Excel skills (formulas, functions, tables, ranges)

Strong analytical thinking, data reconciliation, and problem-solving abilities

Able to prioritize and meet tight deadlines

Proficiency in Microsoft Office tools, including Word and PowerPoint

EDUCATION, EXPERIENCE & CERTIFICATIONS REQUIREMENTS: 

Bachelor’s Degree in any discipline

Advanced MS Excel skills 

Experience with an ERP or CRM system (SAP or D365) 

2+ years in order management or call center environment 

Knowledge of order management processes/operations (certifications are a plus)