SERVICES ORDER MGMT 1

About Xerox Holdings Corporation

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JOB PURPOSE/MISSION/SUMMARY: The Supplies Helpdesk Specialist (Voice & Non-Voice) is responsible for the end-to-end fulfillment of consumables customer orders and service requests. The specialist manages voice (phone) or non-voice (email, chat, online) channels and coordinates the order placement and order processing of consumables orders. The specialist completes activities aligned with contractual agreement with customers. The specialist may be engaged in escalation calls requiring very strong communication skills and customer focus. Our global operating model includes This role ensures seamless collaboration with internal teams, stakeholders, and clients, delivering exceptional customer service and operational efficiency. Geo based support with teams operating on EMEA and NA shifts And a focus on all lines of business (XBS, base business, EPS) KEY ROLES & RESPONSIBILITIES: At a very high level, the incumbent is in charge of Here below in details Customer Service & Communication Order & Account Management Payments & Returns (only for billable supplies line of business) Process Improvement & Ad Hoc Tasks Stakeholder & Client Relationship Management Order placement - Receiving order request from a Client / Partner, Complete preliminary validation of the order request to determine if it is warranted, If required explaining to the Client / Partner why the order is not warranted Manage Client/Partner escalation towards resolution Support general queries from Clients/Partners related to ASR (automatic supplies replenishment), recycling, ordering process, track & trace Handle support interactions via phone (Voice Specialist) and email/chat/online (Non-Voice Specialist). Provide quick and accurate responses to customer inquiries and supply history requests. Process orders received via multiple channels. Set up and maintain records for new machines and consumables. Engage with pricing data maintenance Enter supply orders accurately, in real time, as the orders come into the department via telephone, email, online sources Process return authorizations as per outlined processes. Identify and implement process improvements. Mentor new team members and provide first-line support for process inquiries. Participate in business meetings and contribute to day-to-day improvements. Support special projects as assigned. Interface with internal and external stakeholders, including partners, SDM, delivery leads, and escalation teams. Collaborate with cross-functional teams to ensure objectives are met. COMPETENCIES, SKILLS, KNOWLEDGE & ABILITIES: Excellent oral and written English communication skills Strong problem solving and customer service skills Must possess sharp attention to detail (data accuracy is critical) Proactive in issue identification and escalation Experienced in customer-facing roles and cross-functional collaboration Ability to navigate thru multiple systems Ability to work with multiple internal and external clients in a fast-paced work environment Ability to read, understand, follow company Standard Operating Procedures (SOP Advanced Excel skills (formulas, functions, tables, ranges) Strong analytical thinking, data reconciliation, and problem-solving abilities Able to prioritize and meet tight deadlines Proficiency in Microsoft Office tools, including Word and PowerPoint ?? EDUCATION, EXPERIENCE & CERTIFICATIONS REQUIREMENTS:? Bachelor’s Degree?in any discipline Advanced MS Excel skills? Experience with an ERP or CRM system (SAP or D365)? 2+ years in order management or call center environment? Knowledge of order management processes/operations (certifications are a plus)??