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 email@example.com.
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