Customer Operations Specialist
5 days ago
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. This is meaningful, connected work—on a global stage, with the backing of a company built for the future, and a robust benefits package designed to support your growth, well-being, and life beyond work.
JOB SUMMARY:
Customer-facing role that is responsible to manage & execute contracted Managed Services as defined by Client Statement of Work (SOW). The Customer Operations Specialist (COS) works with customer contacts, 3rd party partners and Lexmark resources to execute defined services. Duties include day to day services delivery execution, escalation management, generating or providing customer reports and providing input and recommendations for ensuring Client satisfaction. Accountable to support post implementation, steady state services to meet Client and Lexmark targets. Responsible to deliver basic operational level reporting to Customer monthly as well as provide analysis on operational data that might help the customer. Expected to consistently demonstrate and represent Lexmark brand according to our mission and guiding principles.
ROLES AND RESPONSIBILITIES:
- Responsible for management and execution for steady states services as defined in a Managed Services Statement of Work typically for multiple accounts that do not have customer governance and do not require site visits
- Manage all aspects of the day-to-day operations such as install base accuracy, hardware order management, device change management, issue resolution, toner reconciliation analysis, consumables management, normal business as usual activities
- Maintain necessary client communication via email or phone; maintain and manage active Client Action Log
- Monitor and report on services & maintenance performance metrics to fulfill contractual SLA as required - utilize escalation when needed. Responsible to execute exceptional service delivery in such a manner Lexmark experience 100% Client Retention
- Assures compliance with Lexmark and Customer's HR, procurement, legal, financial, ethics and government related policies, strategies and processes
- Contact or work directly with internal Lexmark teams & partners as required / needed to support client contractual requirements
- Execute Lexmark standard customer operations processes
- Provide monthly Operations Reviews with customers while tracking action plans to improve services
- Additional analysis of data relevant to delivery of service that might increase customer experience
- Support analysis on reconciliation of consumables for recovery of revenue
- Capture requirements and submit for minor contract amendments
EXPERIENCE AND BACKGROUND:
Ideal candidate will have:
- Experience with direct interaction w/ Business Customers, including Managers / Directors
- 4+ year experience in an operations or services delivery role; accountable for customer satisfaction and service level attainment
- Ability to read and understand standard SOW (Statement of Work) with capability to interpret for delivery of services even to the extent to execute minor amendments
- Demonstrated ability to effectively communicate via email and phone to business clients
- Experience handling multiple issues at one time, general issue resolution, proposal discussions, general services delivery concerns, communicating project or delivery status
- Experience generating & presenting performance reporting/metrics on behalf of your company
- Experience applying business management, financial concepts & contracts knowledge to ensure clients contractual requirements delivered on-time and accurate
- Strong analytical/procedural background with demonstrated ability to apply a systematic approach to problem solving
- Formal certification or past experience as a process analyst
- Experience with the delivery of operations through the use of technology solutions
- Meet Language requirements
TECHNICAL COMPETENCE:
- Experience in documenting current and future state business/operations processes; standard work
- Experience in defining and executing improvements to standard work or current processes
- Excellent skills in MS Office Suite including word processing, spreadsheet, and presentation software. MS Visio and MS Access preferred; working knowledge and MS office suite basic skills are required
- Basic knowledge of software driver implementation, IP protocol schema and basic network protocols
- Knowledge of Lexmark systems and tools for MPS business to the extent where there is understanding of impacted processes due to systems
EDUCATION:
REQUIRED:
- BA/BS/BBA degree in Business or equivalent experience
PREFERRED:
- Six Sigma, Lean, TQM or other business process improvement methodology preferred
- Project Management certification preferred
- ITIL / ITSM experience; certification preferred
Job Type: Full-time
Benefits:
- Company events
- Employee discount
- Flexible schedule
- Flextime
- Free parking
- Health insurance
- Life insurance
- On-site parking
- Opportunities for promotion
-
Customer Operations Specialist
5 days ago
Cebu City, Central Visayas, Philippines Lexmark Research & Development Corporation Full time $40,000 - $60,000 per yearLexmark 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...
-
Customer Operations Manager
1 week ago
Cebu City, Central Visayas, Philippines Lexmark Full time ₱1,200,000 - ₱3,600,000 per yearLexmark 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...
-
Customer Operations Manager
1 week ago
Cebu City, Central Visayas, Philippines Lexmark Research & Development Corporation Full time ₱1,500,000 - ₱2,500,000 per yearLexmark 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...
-
Customer Experience Specialist
4 days ago
Cebu City, Central Visayas, Philippines Guesty Full time ₱350,000 - ₱700,000 per yearGuesty is the all-in-one platform helping hospitality businesses around the world automate, optimize, and scale their operations. We're a fast-growing global startup that's transforming how the industry works — from guest experience to business growth.With a powerful suite of features and integrations with 150+ industry partners — including Airbnb, Vrbo,...
-
Customer Experience Specialist
5 days ago
Cebu City, Central Visayas, Philippines Stark Asia Solutions Inc. Full time ₱20,000 - ₱25,000 per yearCustomer Experience Specialist – FinancialLocation: Cebu CityWork Setup: Onsite | Shifting ScheduleBuild a Meaningful Career in Customer ServiceStep into a rewarding role as a Customer Experience Specialist and become the first point of contact for customers who need reliable support and clear solutions. You'll be part of a dynamic team that values...
-
Customer Solutions Specialist
2 weeks ago
Cebu City, Central Visayas, Philippines J-K Network Manpower Services Full time ₱268,800 - ₱336,000 per yearCOMPANY PROFILE: Creative Company who is one of the leading European provider of online presence solutions, cloud hosting, and digital marketing services, empowering businesses to establish and grow their digital footprint.Position: Customer Solutions Specialist | Product Support Specialist | Application Support SpecialistCompany Industry: Creative / Digital...
-
Customer Experience Specialist
4 days ago
Cebu City, Central Visayas, Philippines Stark Asia Solutions, Inc Full time ₱20,000 - ₱25,000 per yearCustomer Experience Specialist – FinancialLocation: Cebu CityWork Setup: Onsite | Shifting ScheduleBuild a Meaningful Career in Customer ServiceStep into a rewarding role as a Customer Experience Specialist and become the first point of contact for customers who need reliable support and clear solutions. You'll be part of a dynamic team that values...
-
Ad Operations Specialist
5 days ago
Cebu City, Central Visayas, Philippines Xtendops Full time ₱600,000 - ₱1,200,000 per yearWe're Hiring: Ad Operations Specialist Join our growing team and be part of a dynamic, data-driven environment where your skills can make a real impact.Position Summary:The Ad Operations Specialist will be responsible for managing the end-to-end execution of advertising campaigns, including setup, troubleshooting, reporting, and optimization. This role...
-
Customer Loyalty Specialist
6 days ago
Cebu City, Central Visayas, Philippines Online Stores, PA LLC Full time ₱900,000 - ₱1,200,000 per yearWe are seeking a detail-oriented and customer-focusedCustomer Loyalty Specialistto join our team. This role is dedicated to supporting customers post-sale by ensuring accuracy, resolving issues, and providing a seamless experience that builds long-term loyalty. The specialist will handle order-related tasks such as providing tracking details, processing...
-
Channel Operations Specialist
5 days ago
Cebu City, Central Visayas, Philippines Lexmark Research & Development Corporation Full time ₱900,000 - ₱1,200,000 per yearLexmark 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...