OTC Channels MPS Specialist

About Xerox Holdings Corporation

For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we’ve expanded into software and services to sustainably power the hybrid workplace of today and tomorrow. Today, Xerox is continuing its legacy of innovation to deliver client-centric and digitally-driven technology solutions and meet the needs of today’s global, distributed workforce. From the office to industrial environments, our differentiated business and technology offerings and financial services are essential workplace technology solutions that drive success for our clients. At Xerox, we make work, work. Learn more about us at www.xerox.com.

Overview:

The MPS Specialist provides end‑to‑end support for Managed Print Services (MPS) channel partners by resolving customer and partner queries, validating contracts and pricing, and ensuring timely, accurate resolution in line with corporate policies and SLAs. This role is critical in maintaining data integrity, partner satisfaction, and operational efficiency within a high‑volume Order‑to‑Cash environment.

Why Join This Team:

• Be part of a global Order‑to‑Cash organization supporting enterprise and channel partners
• Gain hands‑on experience in MPS operations, contract validation, and query management
• Work closely with cross‑functional and multinational teams
• Develop strong analytical, customer support, and process improvement skills
• Build career growth opportunities within customer care and OTC operations
  
  

• Manage and resolve partner and customer queries within established SLAs and corporate guidelines
• De‑escalate disputed issues and provide effective solutions that support customer satisfaction and retention
• Support partner quote development, onboarding, and contract entitlement validation
• Validate contracts, pricing, and customer/partner details for accuracy and compliance
• Coordinate with cross‑functional teams to resolve complex queries and escalations
• Track and manage workload, aged items, and query backlogs to meet performance targets
• Perform root cause analysis on recurring issues and support process improvement initiatives
• Serve as a system SME by identifying system issues, logging tickets, and supporting testing activities
• Maintain up‑to‑date desktop procedures and work instructions
• Ensure strict adherence to internal controls, SOX/Sarbanes‑Oxley, and compliance standards
  
  

• Bachelor’s degree preferred or equivalent work experience
• 1-2 years of Accounts Receivable experience is preferred
• Strong verbal and written English communication skills
• Proficiency in Microsoft Office (Excel, Word, Outlook)
• Strong attention to detail with analytical and problem‑solving skills
• Ability to work independently and collaboratively in a target‑driven environment
• Willingness to support U.S./North America time zones and holidays
  
  

• Structured onboarding with role‑specific system and process training
• Access to clear procedures, documentation, and escalation paths
• Ongoing coaching and collaboration with experienced team members
• Opportunities to participate in process improvement and systems initiatives
• Supportive environment focused on performance, compliance, and continuous improvement