Order Management Specialist

OEM and GLOBAL Accounts Order Management Specialist | Hybrid Location: Cebu, Philippines Job Description Lexmark is now a proud part of Xerox, bringing together two trusted names and decades of expertise into a bold and shared vision. When you join us, you step into a technology ecosystem where your ideas, skills, and ambition can shape what comes next. Whether you’re just starting out or leading at the highest levels, this is a place to grow, stretch, and make real impact across industries, countries, and careers. From engineering and product to digital services and customer experience, you’ll help connect data, devices, and people in smarter, faster ways. It is meaningful, connected work on a global stage with a robust benefits package designed to support your growth, well‑being, and life beyond work. Responsibilities Manages Order to Cash activities specific to order life cycle management from customer account creation until order deliver and drives timely resolution of any roadblocks/issues preventing Lexmark from meeting customer requirements. Collaborates with cross-functional partners within the Supply Chain network to ensure customer satisfaction by providing timely and proactive order status reporting, driving effective and efficient issue resolution on issues affecting customers orders (including credit hold, customer claims and returns) while adhering to Lexmark rules, audit requirements and international regulations for each country. Communicates regularly with internal and external stakeholders through several channels during the course of the order life cycle management. Order Management: Manage orders of own customer portfolio (Business channels & Retailers) and follow the order up to delivery to the customer warehouse as per expectations and requirements. Controls, records, and fulfills all orders of Lexmark products on time to ensure service level agreements are met and secure country revenue. Investigates and communicates to customer all issues or discrepancies that may arise in the order, e.g., price discrepancy, MOQ, MOPV, obsolete PN or EOL PN; obtains approval before proceeding. Analyze and resolve delivery block issues in the order so they are dropped to Distribution on time to meet customer requested delivery date. Works with customer to ensure requested delivery date is specified and valid. Transforms large amounts of data downloaded from systems into reports like Back Order Report, Serial Number Report, Pricing Cable/Bid Utilization Report, Sales/Invoice Report and utilizes such reports to manage orders and proactively provide visibility to customers. Communicates proactively to internal and external customers on order status until delivery. Actively understands/analyzes Country/COMs requirements and works collaboratively to meet or beat such requirements. Actively provides support to initiatives/projects impacting Order to Cash Operations. Analyzes Letter of Credit (LC) and complies with requirements. For Sell‑Buyback and Direct Shipments, ensures that all shipped orders from the manufacturers (Lexmark or external suppliers) are entered in the system correctly and invoiced on time. For OEM and direct shipments, ensures that invoices are sent to the customers on time via email, post, etc., and documents are properly archived for future reference through the archiving tool. Ensures that agreed Commercial terms and Conditions are applied by the customers and proposes corrective actions if not. Supports the transfer of some activities to/from other locations if needed. Knowledge on the Supply Chain process of geography supported. Analyzes stock/inventory in the warehouse for constrained items and sends request for allocation to relevant teams based on the urgency of the order. Communicates with Product Allocation team on availability of constrained materials to provide accurate delivery dates. Analyzes and calculates volume of shipment to reach full container load, especially on FCA mode of transport, to determine the type of truck/vessel/vehicle to use. Follows up timely shipment of goods from availability of orders to preparation/packing and transportation. Consolidates and schedules shipments for optimization of containers. Assures stock allocation and proper back order management. Ensures accurate and reasonable emergency shipment requests to the orders. Coordinates with transportation team for special shipment requests, emergency orders and extra costs. Investigates and analyzes the validity of distribution claims like over shipment, missing goods, damaged shipment, and financial claims such as price protections, promotions, and price differences with reference to pricing cable, sales/special bids, promotions, stock rotation, and inventory overstock. Serves as primary point of contact for internal and external customers when managing orders within the order life cycle and work internally within the Supply Chain network to ensure all roadblocks are addressed in a timely manner. Maintains regular touchpoints with internal and external customers via 1:1 / group meetings to ensure constant alignment of expectations, as well as to work collaboratively on continuous improvement initiatives. Informs customers in a proactive and timely manner on updates of the orders. Anticipates customers’ needs by understanding customer specific profile and follows customers instructions to ensure customer satisfaction. Acknowledges external and internal customer queries within 2-4 hours and provides complete and accurate response in a timely manner. Educates customers on follow-up frequency (e.g., every two days, daily, etc) and follow-up method (e.g., email, chat, phone call) to ensure customer’s expectations are set. Provides proactive and timely communication and follow-up to customers on status reporting, issue resolution and continuous improvement, among others. Ensures good communication and collaboration with cross‑functional teams; e.g., Distribution, Finance, COE, Sales, Product Allocation, etc. to provide accurate information to the customer and resolves issues on time. Resolves external and internal customer complaints with a sense of urgency. Leverages on tools/system information and reporting to provide proactive communication to the customer. Regularly updates customer profile/customer bible to ensure all peculiarities are captured when managing customer’s orders. To be compliant with Lexmark rules i.e. Corporate, Geography, Audit, and Internal rules on logistics, revenue recognition, etc. To verify the conformity and validity of all documents issued related to the orders. Competencies Able to apply effective customer service skills such as managing customer’s expectations, projecting a positive and collaborative attitude, documenting concerns and providing regular and timely updates, empathic communication and listening skills, establishing connection and relationship, resolving complaints with a sense of urgency, converting detractors to promoters, handling difficult customers, building trust with customers and encouraging constructive feedback. Good analysis in DSO, Inventory analysis, planning. Can effectively communicate with local and international stakeholders, across different levels in the organization. Can manage difficult conversations. Working knowledge of Problem Solving and Quality Improvement tools/methods. Must know how to use MS Office in order to maintain effective and efficient reporting and communication. Basic to Advanced MS Excel knowledge, collect relevant, sizable, timely data and provide accurate, actionable reporting and analysis; use basic statistical, mathematical and logical analytics tools for actionable recommendations and effectively defines the root cause. Highly independent and proficient in time management and multi-tasking. Education, Experience, and Certifications Bachelor's Degree holders: BS Accountancy, BS Industrial Engineering, BS Customs Administration, BS Business Administration or any equivalent Business and Engineering courses. Moderate to Expert knowledge on Order Management process and operational knowledge on transportation, logistics, international regulations, planning, pricing, allocation, claims, returns, cash collections and overall Supply Chain process. Knowledge in ERP systems, specifically SAP. At least 2 years experience in same/related field. Relevant experience with Customer Relationship management. #J-18808-Ljbffr