Customer Operations Coordinator

6 days ago


Johannesburg, Gauteng, South Africa LZA Lexmark South Africa (Pty) Ltd Full time

Job Summary:

The Customer Operations Coordinator is a key role within LZA Lexmark South Africa (Pty) Ltd, responsible for managing and executing contracted Managed Services as defined by Customer Statements of Work (SOW). This position works closely with customer contacts, 3rd party partners, and Lexmark resources to deliver defined services.

Key Responsibilities:

  • Manage all aspects of day-to-day operations, including install base accuracy, device change management, asset and order administration, consumables management, and ad hoc reporting.
  • Ensure all customer communication is clear, relevant, timely, and appropriate according to Lexmark's values and guiding principles.
  • Ensure required reports are accurate and provided timely according to the SOW and/or Lexmark standards defined.
  • Execute exceptional service delivery to ensure 100% customer retention.
  • Assure compliance with Lexmark and customer's HR, procurement, legal, financial, ethics, and government-related policies, strategies, and processes.
  • Manage and communicate with suppliers and partners in the delivery of services as required.
  • Work with local management and Global Process owner teams to identify process gaps, opportunities, and support models needed to enhance or improve customer support.
  • Perform the following tasks when required:
    • Place and manage orders, manage returns.
    • Confirm, monitor, and track equipment and supplies delivery and installation.
    • Collect, submit, and manage page counts or other meters.

Requirements:

  • Significant interaction with customers in an operations/service delivery role, handling administrative tasks, data capturing, and general service delivery concerns.
  • Customer interaction experience with enterprise-level clients, such as Line of Business (LOB) Managers, IT or Procurement Directors, IT Professionals, Program Managers, etc.
  • 1+ years of experience in an operations role.
  • Experience with the delivery of operations through the use of technology solutions.
  • Demonstrated ability to interact with customers via phone and email.


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