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CUSTOMER CONTRACT MANAGEMENT ANALYST

Business Area: Onboarding to Resolution : Customer Data Management

The Customer Contract Management Analyst primary objective is to ensure that the MPS Contracts are in place and stipulations are in the SAP/Siebel system. This process involves New Account setup in Siebel and the creation of Configurable Part Numbers (CPNs) that, upon release in the Production, triggers the MPS Order to Cash process & Revenue Recognition, Allocation and Recording of respective Hardware Assets, Annuities, Consumables and Adhoc/Toner Reconciliations. This process also augments the process of determining whether a transaction is considered Capital or Operating Lease.

The CCM Analyst works closely with respective Cebu Business Operations (Asset Management, Consumable Management, Toner Reconciliation), Geo Internal Customers (Business Operations Manager-BOM, Customer Operation Manager-COM, Customer Operation Specialist-COS, Deployment Project Coordinator), Accounting (MPS Revenue) and other cross-functional teams/process experts in bridging/surfacing identified gaps in the process and communicating these to stakeholders and Country counterparts in a timely manner.

Competencies, Skills, Knowledge & Abilities:

  • Operational
    • Ensure that the setup request (New account setup, sales contract, CPN creation, etc.) in terms of completeness, balance productivity, ACCURACY and TIMELINESS are achieved through established metrics;
    • Able to understand and translate signed contract stipulations in to our systems.
    • Manage customer contracts and accounts in both SAP & Siebel.
  • Organization & Time Management
    • Organizational and time management skills sufficient to independently establish priorities and coordinate and complete competing assignments within established timeframes.
    • Ability to plan activities and programs such as meetings, orientations, trainings.
    • Ability to make timely follow-through
    • Ability to multitask numerous Urgent tickets/cases and priorities
  • Analysis & Problem-Solving
    • Demonstrates ability to resolve diverse issues/problems and understand the impact of the End-to-End setup processes to the downstream teams.
    • Possesses the ability to comprehensively analyze and interpret contract scenario, policies, guidelines, procedure and work instructions.
    • Possesses strong problem-solving skills to develop innovative solutions to complex issues, establish short term and long-term solutions.
  • Computer Technology and Skills
    • Proficient in customer relationship management tools and office applications
  • Internal Controls
    • Understands the expected outcome and impact of having an internal control in place:
    • Ensure to comply with the setup processing/guidelines
    • Compliance with the policies, contracts, rules and regulations
    • Safeguarding of customer information and company assets
    • Efficient use of resources
    • Able to accomplish objectives and goals for the operations.
  • Behavioral
    • Showcase the four Lexmark Design Behavior (i.e. Proactive and self-initiated, Broad-thinking, Team-oriented, Customer-focused)
    • Can articulate his/her thoughts and must be open, approachable, knows how to accept constructive criticism and listen, to have a two-way communication. Can cascade information to the team in a clear and concise manner.
    • More flexible and adaptable to organizational change. Able to exercise emotional intelligence and can maintain or shift focus in accordance to the operation’s changing priorities (e.g. change of shift schedules, support rotation, etc.).

Education, Experience & Certifications Basic Requirements:

  • Bachelor’s degree in IT, Computer Science, Engineering, Finance/Accountancy or other relevant fields
  • 2-3 Years work experience with knowledge in 2 or more areas e.g. Business analysis, Information Technology, Financial Services, Manage Print Services, and other related business.
  • Willing to work in any shift (1st, 2nd or 3rd ) as deemed appropriate.

You may send your application to recruitment@lexmark.com.

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