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Job Information

Xerox Level 2 Consumables Support Representative with English in Iasi, Romania

PURPOSE OF ROLE

The Consumables Support Representative is a Technical Services role identified to support the management of consumables spend for the aligned country.

The role holder will be:

· Actively monitoring customer usage using reporting tools

· Ensuring a continuous focus on materials productivity

· Act as a centre of competence for the aligned countries’ consumables environment

· Handle sales and service consumable escalations as well as management reporting

SCOPE OF ROLE

The position is a support role with accountability for delivering tailored KPI’s for consumables and parts for the assigned countries’ Technical Services environments. Area of applicability is Base Business as well as the Managed Print Services sector.

The position interacts with internal stakeholders, clients and channel partners.

MAJOR RESPONSIBILITIES

General

· Ensure an efficient operation of the service delivery unit by maintaining Xerox governance standards

  • Ensure that feedback from the client is sent to the management team to drive the improvement of services

  • Help creating and maintaining process documentation

  • Supports achievement of contracted SLAs and KPIs

  • 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

  • Acts as a centre of reference for Xerox systems

  • Act as a centre of reference for Consumables related issues

  • Involvement in issue resolution

  • General knowledge of Xerox’s structural workings and what we sell.

Operational Specific

· Ensure the achievement of cost control KPI’s for the aligned country

· Ensure the achievement of customer satisfaction KPI’s for the aligned country

· Validate customer account details & entitlements and communicate these to our customers

· Monitor account usage

· Monitor internet trading in collaboration with brand protection team

· Ensure consistent and accurate application of processes

· Placing phone orders from end users (exceptions only)

· Monitor and maintain designated mailbox

· Ensure timely responsiveness and issue closure for consumables related queries

· Adhere to team ethics

Background, Experience And Qualifications:

Excellent English language essential

• A-Level Education / Leaving Certificate or equivalent

• Strong Customer skills

· Skilled at providing professional support via telephone and E-mail

· Ability to work under pressure and deliver results

· Strong problem solving skills

· Must thrive in an extremely fast paced and a constantly changing environment, where attention to detail and teamwork is essential

Title: Level 2 Consumables Support Representative with English

Location: Romania-Iasi-Iasi

Requisition ID: 19001732

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.

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