Consumables Management Specialist | Hybrid

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:

The specialist completes activities aligned with contractual agreements with customers. The specialist may be engaged in escalation calls requiring very strong communication skills and customer focus.

• Geo based support with teams operating on EMEA and NA shifts
• And a focus on all lines of business (XBS, base business, EPS)

KEY ROLES & RESPONSIBILITIES:

• Order placement - Receiving order request from a Client / Partner, Complete preliminary validation of the order request to determine if it is warranted, if required explaining to the Client / Partner why the order is not warranted
• Manage Client/Partner escalation towards resolution
• Support general queries from Clients/Partners related to ASR (automatic supplies replenishment), recycling, ordering process, track & trace
• Handle support interactions via phone (Voice Specialist) and email/chat/online (Non-Voice Specialist).
• Provide quick and accurate responses to customer inquiries and supply history requests.
• Process orders received via multiple channels.
• Set up and maintain records for new machines and consumables.
• Engage with pricing data maintenance
• Enter supply orders accurately, in real time, as the orders come into the department via telephone, email, online sources
• Process returns authorizations as per outlined processes.
• Identify and implement process improvements.
• Mentor new team members and provide first-line support for process inquiries.
• Participate in business meetings and contribute to day-to-day improvements.
• Support special projects as assigned.
• Interface with internal and external stakeholders, including partners, SDM, delivery leads, and escalation teams.
• Collaborate with cross-functional teams to ensure objectives are met.

COMPETENCIES, SKILLS, KNOWLEDGE & ABILITIES:

• Excellent oral and written English communication skills
• Strong problem solving and customer service skills
• Must possess sharp attention to detail (data accuracy is critical)
• Proactive in issue identification and escalation
• Experienced in customer-facing roles and cross-functional collaboration
• Ability to navigate thru multiple systems
• Ability to work with multiple internal and external clients in a fast-paced work environment
• Ability to read, understand, follow company Standard Operating Procedures (SOP
• Advanced Excel skills (formulas, functions, tables, ranges)
• Strong analytical thinking, data reconciliation, and problem-solving abilities
• Able to prioritize and meet tight deadlines
• Proficiency in Microsoft Office tools, including Word and PowerPoint

EDUCATION, EXPERIENCE & CERTIFICATIONS REQUIREMENTS:

• Bachelor’s Degree in any discipline
• 2+ years in order management or call center environment
• Advanced MS Excel skills
• Experience with an ERP or CRM system (SAP or D365)
• Knowledge of order management processes/operations (certifications are a plus)