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Business Area: Onboarding to Resolution - Order Management
Responsible for managing Order Management tasks for the supported region or geography to ensure service performance is aligned to the contracted service commitments with Lexmark customers.
Catches system and process fallouts that will potentially result to service misses through proactive and timely monitoring of service orders in the system via the intraday process.
Satisfactorily address inquiries received over the phone or email as well as provide requested information. Also responsible to manage the customer expectation through timely status updates via available communication channels.
Investigates and analyzes service-related issues to determine the most effective and practical solution. Execution of the solution may include collaboration with inter-dependent internal and external Lexmark teams.
Reviews and identifies top drivers of service level target misses and communicate to stakeholders. Should work together and put recommendations for improvement or resolution.
Responsible for daily, weekly, or monthly business reports to stakeholders which may include analysis and/or action plans.
Handles escalations through established escalation channel and procedure until resolution is achieved. Identifies and performs preventive and corrective measures to avoid future occurrence.
Maintains updated process manuals, related documentations, and other required documents as assigned by the management.
Bachelor's degree holder / 4-yr course graduate
Proficient in English both written and oral
Intermediate level on MS Office applications
You may send your application to firstname.lastname@example.org.