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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.

Minimum Eligibility:

  • 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