[{"country_short": "USA", "city": "Cincinnati", "description": "Title: Customer Support Representative\nLocation: United States-Ohio-Cincinnati\nJob purpose:\nProvide account teams (SAGM's, SAE's) with specialized support in the areas of Faultless Order to Entry, service status reporting, DSO management, project support, and account management functions.\nKey Accountabilities:\n\u2022 Manage accurate input of order information, timely delivery of processed orders and efficient removal and financial installation performance.\n\u2022 Track orders and provide ongoing feedback to sales and service; work with OTI, riggers, and service management to ensure faultless delivery and installation leading to improved customer satisfaction.\n\u2022 Provide focal point for solving customer billing issues and ensuring feedback is provided to both internal and external customers.\n\u2022 Proactively communicate billing flexibilities and collection process to customers while working to manage DSO 45 day target\n\u2022 Develop and nurture a strong working relationship between service and sales\n\u2022 Manage monthly service status data and quarterly executive service review reporting in conjunction with the Xerox Services Exec and the Global Project Manager - EXCEL skills requried.\n\u2022 Accountable for non-demand activities such as FSMA contracts, move requests, etc\n\u2022 Process accommodations, sale reversals, and excepttions as needed.\n\u2022 Understand Xerox policies and procedures and provide counsel to team members\n\u2022 Provide customers with a knowledgeable and simple link to the Xerox system.\n\nSkills and Knowledge:\n- Understand the Graphic Communications market, the comptitive environment, Xerox products and services, and their impact on the business.\n- Demonstrated ability to interpret pricing/contract proposals.\n- Proven track record in working with high powered sales team and delivering positive results in the area of order excellence, accurate outlook, and DSO management.\n- Maintain constructive, positive outlook and demonstrate persistence in the face of obstacles.\n- Possess excellent customer service, interpersonal and communication skills.\n- Posses strong operational management capabilities, with strong problem solving and critical thinking skills.\n- Good organizational and time management skills, with an ability to manage multiple tasks.\n- Possess working knowleedge of IMP1, XEEP, ValueQuix, FWSS, SupplyNet, Way Cool Tool\n\nAdditional Requirements:\n- Administration, tasks that include move, add, change interface with Via Xerox, research and analysis for customer facing meetings, client event support, work with CAC on billing issues and programs.\n- Unique client requirements, varies, example has requirements for product comparisons and data analysis on productivity.\n- RFP support, work with the SAGM/SAE on RFP responses and requirements.\n- Services and support, work with the client and service on service status meetings and other client required meetings.\n- Project Management support, specific requirements to supporrt special projects as they arise\n- CAD support, everything from problem resolution to project lead\n- Customer Satisfaction, broad based resource focused on the customer's needs. This can range across the board from managing issues such as supplies to a resource for general projects.\n\nJob: Customer Support & Administration", "date_new": "2012-04-12 18:35:34", "url": "http://xerox.jobs/xml/27849823/job", "country": "United States", "company": "Xerox", "title": "Customer Support Representative", "reqid": "12011108", "state": "Ohio", "state_short": "OH", "location": "Cincinnati, OH", "uid": 27849823}]