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Business Area: Onboarding to Resolution - Customer Data Management
Key Roles and Responsibilities:
Actively manage customer asset data in the Asset Relationship Management System (ARMS) to support the timely delivery of printer consumables to MPS customers
Generate timely and accurate billing details for monthly/quarterly invoice generations
Deliver above satisfactory performance regularly on the preset Key Performance Indicators for Quality, Ticket/Transaction Timeliness, MMR percentage and Invoice generation Timeliness
Support customer account rollouts and integration into the Lexmark MPS model where tasks include the asset data verification, system uploading, agreement and entitlement association, execution of special handling instructions
Ensure that contractual compliance is maintained for managed accounts in all day-to-day transactions and work with Geography counterparts for continued services during amendment phases (new models added, price changes, expansion/reduction of managed assets)
Perform regular proactive maintenance actions to ensure managed accounts will have data accuracy, including the use of the Worldwide Asset Follow-up Report (WW AFUR)
Regularly update warranty entitlement data according to account Managed Print Services (MPS) contract
Communicate with Geography counterparts to follow through on deliverables for asset management or invoice approval
Support customer special requirements in terms of Asset Management (ARMS integration) and successfully implement resolutions to escalations or improvements where necessary
Adhere to the documented processes for Lexmark’s Distributed Fleet Management (DFM) Asset Management
Identify and escalate process gaps and opportunities for improvement
Attend managed print service meetings where appropriate
Competencies, Skills, Knowledge & Abilities:
Strong analytical skills, significant Excel spreadsheet experience on advanced formulas and pivot table functions for data gathering AND analysis
Must be proficient in other Microsoft Office applications: Word, PowerPoint, Visio; knowledge on Access is a plus
Must have good typing skills
Excellent written and oral communications skills; Individual will need to constantly communicate with international counterparts and internal customers
Strong analytical skills using various problem solving methods and systems a must
Well-developed interpersonal skills. Ability to get along well with diverse personalities—mature—flexible
Pays attention to details regarding contracts, invoices and other work processes.
Strong analytical, organization, and reasoning abilities.
High energy level, outgoing, comfortable performing multifaceted projects in conjunction with normal activities
Ability to establish credibility and be decisive—but able to recognize and support the organization’s preferences and priorities
Strong focus on the customer and the operational aspects of the business
BA/BS degree in Business Management, Engineering, Computer Science, IT or equivalent. Masters degree in Business Administration a plus.
A minimum of 3 years operational experience in data analysis/management and the delivery of operations through the use of technology solutions including the use of Enterprise Resource Planning solutions.
Experience with transactional operations execution to defined service level agreements and quality
Knowledge and experience in finance, business and economics. The individual will be involved in client invoice preparation.
Background with distribution, logistics and order management processes
Sound administrative skills.
You may send your application to firstname.lastname@example.org.