Xerox Jobshttp://xerox.jobs2012-05-24 11:00:57.655108USACincinnatiTitle: Customer Support Representative Location: United States-Ohio-Cincinnati Job purpose: Provide 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. Key Accountabilities: • Manage accurate input of order information, timely delivery of processed orders and efficient removal and financial installation performance. • 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. • Provide focal point for solving customer billing issues and ensuring feedback is provided to both internal and external customers. • Proactively communicate billing flexibilities and collection process to customers while working to manage DSO 45 day target • Develop and nurture a strong working relationship between service and sales • 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. • Accountable for non-demand activities such as FSMA contracts, move requests, etc • Process accommodations, sale reversals, and excepttions as needed. • Understand Xerox policies and procedures and provide counsel to team members • Provide customers with a knowledgeable and simple link to the Xerox system. Skills and Knowledge: - Understand the Graphic Communications market, the comptitive environment, Xerox products and services, and their impact on the business. - Demonstrated ability to interpret pricing/contract proposals. - 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. - Maintain constructive, positive outlook and demonstrate persistence in the face of obstacles. - Possess excellent customer service, interpersonal and communication skills. - Posses strong operational management capabilities, with strong problem solving and critical thinking skills. - Good organizational and time management skills, with an ability to manage multiple tasks. - Possess working knowleedge of IMP1, XEEP, ValueQuix, FWSS, SupplyNet, Way Cool Tool Additional Requirements: - 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. - Unique client requirements, varies, example has requirements for product comparisons and data analysis on productivity. - RFP support, work with the SAGM/SAE on RFP responses and requirements. - Services and support, work with the client and service on service status meetings and other client required meetings. - Project Management support, specific requirements to supporrt special projects as they arise - CAD support, everything from problem resolution to project lead - 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. Job: Customer Support & Administration2012-04-12 18:35:34United StatesXeroxOhio12011108OHCincinnati, OH27849823http://xerox.jobs/xml/27849823/job