Xerox Operations Executive in Iasi, Romania
Solves problems brought to their attention by the customer (internal or external);
Manage and solve common problems;
Ensure that feedback from the client is sent to the management team to drive the improvement of services;
Contribute to more efficient work processes;
Carry out quality checks to ensure quality standards are maintained;
Managing escalation and resolution of common issues;
Centre of competence on XDM, XSM and XRM;
Track the performance against SLAs and KPIs;
Involvement in issue resolution for Xerox and external client issues
Acts as a centre of reference for Xerox systems (XSM, XDM, XRM, ESAP, Mercury, etc.);
Ensures effective shared mailbox management.
Participate in team meetings and general inputs in day to day improvements
Adherence to agreed processes
Management of emails, phone calls to be done professionally and timely
Standards maintained when using the Hub sites.
Creation to professional and fun working environment
General knowledge of Xerox’s structural workings and what we sell
Operational Tower Specific responsibilities
Meter Read and Billing
Management of remote meter read collection for nominated accounts only;
Management of Invalid Reads;
Completion of month end billing for nominated accounts only;
Invoice validation for nominated accounts only;
Produce back up to invoice for nominated accounts only;
Manages escalations and offers assistance with regards to flagged issues;
Help creating and maintaining process documentation for nominated accounts only.
Asset Management and MACD
Management of assets within tool suite for nominated accounts only;
Management of MACD for nominated accounts only;
Management of connectivity for nominated accounts only;
Organizing the logistics of machine moves/liaising with CEVA (logistics) and client regarding delivery/removal of kit;
Ensure all the systems are up-to-date following a change;
Periodic reconciliation between systems (XSM/ESAP/Mercury);
Ensures the accuracy of the information uploaded in the systems.
Production of Management Information packs for client review meeting for nominated accounts only;
Calculation of Service Credits for nominated accounts only;
Assists with regards to Management Information packs issues;
Supports achievement of contracted SLAs and KPIs;
Ensures that the SLAs and KPIs are always reported according to the contracts;
Ensures that the Management Information packs are always in accordance with the company’s brand.
Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to XeroxStaffingAdminCenter@xerox.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.
Title: Operations Executive
Requisition ID: 18003241