Business Area: Cebu Global Customer Services

Job Summary:

Customer-facing role that is responsible to manage & execute contracted Managed Services as defined by Client Statement of Work (SOW).  The Customer Operations Specialist (COS) works with customer contacts, 3rd party partners and Lexmark resources to execute defined services.  Duties include day to day services delivery execution, escalation management, generating or providing customer reports and providing input and recommendations for ensuring Client satisfaction.  Accountable to support post implementation, steady state services to meet Client and Lexmark targets.  Responsible to deliver basic operational level reporting to Customer monthly as well as provide analysis on operational data that might help the customer.  Expected to consistently demonstrate and represent Lexmark brand according to our mission and guiding principles. 


Key Roles and Responsibilities:

  • Responsible for management and execution for steady states services as defined in a Managed Services Statement of Work typically for multiple accounts that do not have customer governance and do not require site visits
  • Manage all aspects of the day-to-day operations such as install base accuracy, hardware order management, device change management, issue resolution, toner reconciliation analysis, consumables management, normal business as usual activities
  • Maintain necessary client communication via email or phone; maintain and manage active Client Action Log
  • Monitor and report on services & maintenance performance metrics to fulfill contractual SLA as required - utilize escalation when needed. Responsible to execute exceptional service delivery in such a manner Lexmark experience 100% Client Retention
  • Assures compliance with Lexmark and Customer’s HR, procurement, legal, financial, ethics and government related policies, strategies and processes
  • Contact or work directly with internal Lexmark teams & partners as required / needed to support client contractual requirements
  • Execute Lexmark standard customer operations processes
  • Provide monthly Operations Reviews with customer while tracking action plans to improve services
  • Additional analysis on data relevant to delivery of service that might increase customer experience
  • Support analysis on reconciliation of consumables for recovery of revenue
  • Capture requirements and submit for minor contract amendments

Experience and Background:

Ideal candidate will have:

  • Experience with direct interaction w/ Business Customers, including Managers / Directors
  • 4+ year experience in an operations or services delivery role; accountable for customer satisfaction and service level attainment
  • Ability to read and understand standard SOW (Statement of Work) with capability to interpret for delivery of services even to the extent to execute minor amendments
  • Demonstrated ability to effectively communicate via email and phone to business clients
  • Experience collaborating and managing multi-disciplined teams
  • Experience handling multiple issues at one time, general issue resolution, proposal discussions, general services delivery concerns, communicating project or delivery status
  • Experience generating & presenting performance reporting/metrics on behalf of your company
  • Experience applying business management, financial concepts & contracts knowledge to ensure clients contractual requirements delivered on-time and accurate
  • Strong analytical/procedural background with demonstrated ability to apply a systematic approach to problem solving
  • Formal certification or past experience as a process analyst
  • Experience with the delivery of operations through the use of technology solutions
  • Meet Language requirements
  • EDUCATION (Required):
    • BA/BS/BBA degree in Business or equivalent experience
    • Six Sigma, Lean, TQM or other business process improvement methodology preferred
    • Project Management certification preferred
    • ITIL / ITSM experience; certification preferred

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