WEB CUSTOMER SERVICE REPRESENTATIVE

Business Area: Market to Lead

Job Purpose/Mission/Summary

The Web Customer Service Representative is responsible for communication with large account stakeholders and customers via phone and email regarding direct business with Lexmark. 

Key Roles and Responsibilities:

  • Take phone calls, Click-to-chat and emails from customers regarding:
    • Setting up a direct account with Lexmark
    • Product information
    • Placing an order
    • Order status access or issues
    • Large account manager contacts information
    • B2B site issues
  • Register and maintain customers in the Global Web Order Status portal
    • Registering and approving new customers
    • Validate customer is in MDM (Master Data Management) database
    • Validate customer is registered with the correct SAP Sold-to
    • Train customers and internal users on using the portal
    • Forwarding break/fix issues to IT, Program Manager and/or COE for SA
  • Responsible for supporting the sales teams with active eBusiness solutions
    • Periodic communications with the account managers
    • Sending site related reports
    • Second level customer support
  • Responsible for back-up to the Global eCommerce Web Support
    • Generate monthly reports for sales and support
    • Generate account specific reports

Competencies, Skills, Knowledge and Abilities:

  • SKILLS:
    • Exemplary phone skills
    • Communicates well through email and chat
    • MS Office Suite – including Word and Excel skills
    • Works well independently and with a cross-functional team
  • SYSTEMS:
    • Global Web Order Status
    • MRS Ticketing system
    • Content Admin tools
    • SAP BW HANA

Education, Experience and Certifications Basic Requirements:

  • Bachelor’s degree
  • Over 4 years of experience
  • North America (3rd/Night shift)

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