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JOB FUNCTION

• The Customer Operations Specialist (COS) role is an important part of Lexmark’s Managed Print Services (MPS) in our EMEA Competence Center in Budapest. COS roles are senior customer facing roles focused on small to mid-size, B2B accounts in 35 countries in EMEA, this position specifically in Germany Austria and/or Switzerland.
• :
  • German customer contacts (IT managers, Office Managers, Technical Managers, CIOs, CEOs)
  • 3rd party partners and
  • Lexmark cross-functional & cross-boundary key stakeholders to coordinate and execute defined services.
• We are accountable to support implementation, managing steady state services to meet our main targets SLAs, including the ones we are not directly responsible for.
• is to improve customer experience every day with a pro-active customer governance to maximize our revenue and accelerate MPS growth.
• is to successfully deliver our value proposition to the customers.

ROLES, RESPONSIBILITIES AND AUTHORITY

• Manage our contracted Service Level Agreements (SLA), defined by Client Statement of Work (SOW).
• Manage escalations and deliver services’ execution on a day-to-day basis.
• Provide customer reports and added value with insights and recommendations for improving customer experience and ensuring customer satisfaction.

·       Manage all aspects of the day-to-day operations, such as install base accuracy, fleet management, hardware order management, device change management, issue resolution, toner reconciliation analysis, consumables management, normal business as usual activities.

·       Maintain necessary client communication via email & phone and an active Client Action Log.

·       Monitor and report on services & maintenance performance metrics to fulfill contractual SLA as required - utilize escalation when needed.

·       Ensure the highest level of services delivered in alignment with Lexmark’s 100% Client Retention goal.

·       Assure compliance with Lexmark and Customer’s HR, Procurement, Legal, Financial, Ethics and Government related policies, strategies and processes.

·       Work together with partners as required to support client contractual requirements.

·       Comply with Lexmark’s standard customer operations processes

The above tasks are related to German customers and have to be performed in German.

KEY METRICS:

·       Customer Satisfaction (Net Promoter Score)

·       Client Renewal Rate

·       Service Level Attainment

·       Project/Task Complete to Plan / On-Time

·       Project/Task Execution Accuracy

KEY DELIVERABLES:

·       Net Promoter Score

·       Customer Experience Index

·       Customer Loyalty Index

·       Renewal Rate

·       Delivering Operational or Business Reviews 

·       Action Log / Plan

·       Key Process Flows (MADC, Order Mgmt, Manual Meter Read Collection, Escalation Process Procedures, Toner Reconciliation, etc.) for each Customer

EDUCATION & EXPERIENCE

·       BA/BBA/BS/BE degree in Business, Engineering or equivalent experience, MBA is advantageous

·       ITIL / ITSM, Project Management experience preferred, certification not needed

·       Six Sigma, Lean, TQM or other business process improvement methodologies are preferred

·       5+ years of experience in an operations or services delivery role, accountable for customer satisfaction and service level attainment

·       Experience with direct interaction with international B2B Customers, including mid or senior managers, directors (with IT background)

·       Experience handling multiple issues at once, general issue resolution, proposal discussions, general service delivery issues, 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 are delivered on-time and accurately

·       Strong structural skills and analytical/procedural background with demonstrated ability to apply a systematic approach to problem solving

·       Formal certification or past experience in process analysis is preferred

·       Experience with the delivery of operations through the use of technology solutions

·       Experience in documenting current and future state business/operations processes

·       Experience in defining and executing improvements to standard work or current processes

SKILLS & PERSONAL CHARACTERISTICS

·       Fluent Business English, fluent Business German

·       Daily practice of MS Office Suite including, Word, Excel (Pivot, Vlookup, Charts) and excellent skills in PowerPoint

·       Demonstrated ability to effectively communicate via email and phone to business clients

·       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 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