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Xerox Delivery Account Operations Associate Tier 5 in ON, Canada

Xerox (NYSE: XRX) makes every day work better. We are a workplace technology company, building and integrating software and hardware for enterprises large and small. As customers seek to manage information across digital and physical platforms, Xerox delivers a seamless, secure and sustainable experience. Whether inventing the copier, the ethernet, the laser printer or more, Xerox has long defined the modern work experience. Learn more at and explore our commitment to diversity and inclusion. at

Account Associate Tier 5

Location: Scarborough / Downtown Toronto


This position works as part of the service delivery team that is aligned to one or more customers. The assignment will have a focus on the following:

• Delivery of service that meets the Service Level Agreements and delights the customer

• Supporting the achievement of productivity improvements

• Contributing to service transformation and business growth

SCOPE: The work undertaken by the role holder is completed in line with the Service Level Agreements and Statements of Work relevant for the customer.

Overview of Tier Responsibilities : These positions will have primary or secondary responsibility in any of the services within their tier. They will be responsible for delivering high standards of quality service. A high level overview of the major responsibilities for each level is as follows: Tier 5 - Supporting the operational team to achieve Service Level Agreements, financial month-end duties and take responsibility for the site operations in the manager’s absence

ESSENTIAL DUTIES : The following describes the main job duties by work area for the XS Account Associate Tier 5 Profile. Duties for a specific role may include - but are not limited to - these duties. Specific roles may also include duties from other tiers as a portion of their duties.


• Ensure customer issues and escalations are resolved or further escalated as appropriate

• Conduct quality checks on own and others work to ensure accuracy and required output is to standards

• Adhere to all safety procedures

• Perform backfill duties for absent coworkers

• Perform other duties as assigned by Manager

Service Delivery

• Coordinate the site service delivery processes: overseeing, prioritizing, assigning tasks to meet customer SLA requirements


• Complete month-end billing and financial reporting for the account

• Purchase supplies, print, etc. (P-card or P.O.)

• Perform month-end reconciliations (inventory, billing, third-party)

Peer Support

• Participate in the task specific coaching and on-site training of coworkers

• Provide peer performance feedback to the site operations manager if requested

• Perform Activity Tracking task reviews with coworkers as directed by the site operations manager, mentoring or escalating as appropriate

• Revenue Growth Work with the site operations manager to launch and roll out SARG (revenue growth) programs

Continuous Improvement

• Support site continuous improvement programs including 5S, a site efficiency methodology


• Proven ability to work under pressure handling multiple tasks to ensure timely completion of all activities

•Able to listen and communicate effectively

•Able to read, write and follow basic English instructions

•Ability to lift and move up to 50 pounds

•Basic accounting skills

•Proficient PC skills / Microsoft Office

•Excellent communication and Customer service skills

• Effective organizational skills

•Leadership skills to coach, train and mentor workgroup employees

•Profit focused and accountable for results, business and financial acumen an asset Good problem solving skills

•Results oriented


College Diploma or businessequivalent

•Health and safety certification (WHMIS)

•Experience in customer facing role

customer service role (3-5 years’ experience)

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. Learn more at at and explorer our commitment to diversity and inclusion! at 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 Be sure to include your name, the job you are interested in, and the accommodation you are seeking.

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Title: Delivery Account Operations Associate Tier 5

Location: Canada-ON-SCARBOROUGH

Requisition ID: 20000712