<p>Xerox Corporation (NYSE: XRX) is an $11 billion technology leader that innovates the way the world communicates, connects and works. Our expertise is more important than ever as customers of all sizes look to improve productivity, maximize profitability and increase satisfaction. We do this for small and mid-size businesses, large enterprises, governments, graphic communications providers, and for our partners who serve them. We understand what&rsquo;s at the heart of work &ndash; and all of the forms it can take. We embrace the increasingly complex world of paper and digital. Office and mobile. Personal and social. Every day across the globe &ndash; in more than 160 countries &ndash; our technology, software and people successfully navigate those intersections. We automate, personalize, package, analyze and secure information to keep our customers moving at an accelerated pace.</p>

<p><strong>PURPOSE OF ROLE </strong></p>

<ul>
	<li>Responsible for coordinating the steady state service delivery to multiple client accounts promoting the continuous improvement of productivity, service quality and customer satisfaction.</li>
	<li>Delivering service that meets SLA and delights the customer</li>
	<li>Developing strong internal and external relationships</li>
	<li>Cost control through a proactive financial aproach</li>
	<li>Assisting the Service Delivery Manager in the transforming and growing the business</li>
</ul>

<p><strong>Operational responsibilities</strong></p>

<ul>
	<li>Act as a customer and internal point of contact for assigned contracts</li>
	<li>Be responsible for the effective co-ordination of external / internal queries / escalations</li>
	<li>Ensure feedback from the client is sent to the management team to drive the improvement of services</li>
	<li>Support of asset management database to agreed data quality levels</li>
	<li>Carry out quality checks to ensure quality standards are maintained</li>
	<li>Track the performance against SLAs and KPIs;</li>
	<li>Centre of competence on XDM, XSM and XRM;</li>
	<li>Act as a centre of reference for Xerox systems (XSM, XDM, XRM)</li>
	<li>Responsible for coordinating end to end MACD&nbsp; Move Add Change Delete</li>
	<li>Liaise between customer and Xerox Supply Chain and logistics teams.</li>
	<li>Maintain a Process and Procedure manual</li>
	<li>Plan Service Improvement, including Root Cause Analysis</li>
	<li>Coordinate and gather Financial data for monthly billing reconciliation</li>
	<li>Contribute to the P&amp;L performance through cost control and innovation</li>
	<li>Have general knowledge of Xerox&rsquo;s structural workings and what we sell</li>
	<li>Provide necessary support for contract change management</li>
	<li>Adhere to agreed processes</li>
	<li>Maintain customer relationships</li>
	<li>Participate in team meetings and general inputs in day to day improvements</li>
	<li>The management of emails, phone calls to be done professionally and timely</li>
	<li>Maintain standards when using Hub sites.</li>
	<li>Other duties as required</li>
</ul>

<p><strong>&nbsp;Background, skills, experience and qualifications </strong></p>

<ul>
	<li>Excellent communication skills</li>
	<li>Excellent organizational skills</li>
	<li>Problem solving skills</li>
	<li>Project Management training (Basic)</li>
	<li>Good knowledge of Microsoft Office Products</li>
	<li>Reporting experience - good Excel level</li>
	<li>Proven track record in the delivery of high quality customer service</li>
	<li>Fluent in English, French or German</li>
</ul>
