Business Area: Onboarding to Resolution - Order Management

Job Summary:

The Services Onboarding Set Up Specialist's primary objective is to ensure that the Customer and Partner contracts are in place and stipulations are in the Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) systems.  

Customer Set Up process involves New Account Set Up in Siebel/Microsoft Dynamics and the creation of Configurable Part Numbers (CPNs) in SAP that, upon release in production, triggers the MPS Order to Cash process and Revenue Recognition, Allocation and Recording of respective Hardware Assets, Annuities, Consumables and Ad hoc/Toner Reconciliations.  

Partner Set Up process involves New Partner Set Up in Microsoft Dynamics where it starts with the submission of the Partner Set Up request form up until pricing is also Set Up to allow Partner Payments to run smoothly in the background.  

During Customer Set Up, the Specialist works closely with respective Onboarding to Resolution teams (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 & Recognition Team) 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. 

While during Partner Set Up, the Specialist closely work with the Partner Manager/Vendor Manager, Central Process Architects, Partner Payment Process Specialist, MDM and Partner Payment team in bridging/surfacing identified gaps in the process and communicating these to stakeholders and Country counterparts in a timely manner.  

Key Roles and Responsibilities:

  • E2E Customer Set Up Activities
    • Set Up customer information in required Lexmark systems including but not limited to Siebel, SAP, Microsoft Dynamics, and Toner Reconciliation Admin tool.
    • Enable proactive consumables management and hardware ordering.
    • Analyze pricing details from the signed contract & Accounting File and translate it into CRM Systems.
    • Read and understand the content of the Customer Data Worksheet (CDW), CPN Request Template, and translate it into the CRM Systems (Siebel, MS Dynamics, SAP).
    • Create, modify, update, and delete customer User ID profile and its access in Lexmark Global Services (LGS) Portal.
    • Review and execute post Set Up validation using the available post validation tools (e.g., Macro Checker, Set Up Checklist, Reports, etc.) and other reference materials.
    • Work, manage, & track requests through work management tools (e.g., Kofax Total Agility, Worldwide Ticketing Tool, ServiceNow, Emails, etc.)
  • Set Up Accuracy
    • Analyze the nature of request by following specific E2E Set Up process.
    • Conduct a preliminary review of existing Set Up prior to the execution of the new request.
    • Validate the Set Up pricing details in the system by exporting reports and comparing it with the contract.
    • Review the information in the system using the available post validation tools.
    • Seek to confirm with the requester should confusion arise from the ticket/case.
  • Exception Process and Other activities
    • Answer inquiries from different cross-functional teams and/or internal customers.
    • Investigate Customer Set Up related issues such as but not limited to Service Request issue, Consumable supply, Hardware ordering, Pricing concerns, etc.
    • Provide issue resolution using different Problem-solving techniques such as RCA.
    • Liaise system related issues that hinder customer Set Up to the Subject Matter Expert (e.g., Key User & Team Lead).
    • Channel non-Set Up inquiries to the designated cross-functional teams.
    • Provide response and resolution in accordance with the established Service Level Agreement.
    • Follow-up open request/tickets/items and use the team’s escalation path when necessary.
    • Participate and/or lead Services Onboarding Set Up engagement activities and initiatives.
    • Recommend and/or submit ideas for continuous improvement.
  • Partner Set up
    • Process Partner Set-up requests in the system. 
    • Monitor daily fallouts in the system and apply specific instructions to resolve issues. 
    • Address problems, issues, or requests through appropriate communication channels.  
    • Conducts process trainings as needed. 
    • Acts as a go to person for questions or problems within area of expertise. 
    • Participates in the creation and maintenance of process documentation. 
    • Interacts with Partner Managers, Key Contacts and downstream processes to ensure inputs are considered when conducting process changes. 
    • Support the implementation of strategic execution of plans as cascaded by the Global Process Owners. 

Education, Experience and Certifications Basic Requirements:

  • Bachelor’s degree in IT, Computer Science, Engineering, Finance/Accountancy, or other relevant fields.
  • 3-5 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.

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