Service Delivery Coordinator with English | French

In the era of intelligent work, we’re not just thinking about the future, we’re making it. Xerox Corporation (NYSE: XRX) is a technology leader focused on the intersection of digital and physical. We use automation and next-generation personalization to redefine productivity, drive growth and make the world more secure. Every day, our innovative technologies and intelligent work solutions—Powered by Xerox ®—help people communicate and work better. Discover more at www.xerox.com . 

Purpose:

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

Main responsibilities:

• Act as a customer and internal point of contact for assigned contracts
• Be responsible for the effective co-ordination of external / internal queries / escalations
• Ensure feedback from the client is sent to the management team to drive the improvement of services
• Support of asset management database to agreed data quality levels
• Carry out quality checks to ensure quality standards are maintained
• Track the performance against SLAs and KPIs
• Act as a centre of reference for Xerox systems
• Responsible for coordinating end to end MACD Move Add Change Delete
• Liaise between customer and Xerox Supply Chain and logistics teams.
• Maintain a Process and Procedure manual
• Plan Service Improvement, including Root Cause Analysis
• Coordinate and gather Financial data for monthly billing reconciliation
• Contribute to the P&L performance through cost control and innovation
• Have general knowledge of Xerox’s structural workings and what we sell
• Provide necessary support for contract change management

 Background, skills, experience and qualifications

• Excellent communication skills
• Ability to work collaboratively and lead in a fast-changing and flexible environment
• Ability to prioritize activities and tasks effectively
• Demonstrable ability to operate at prime customer contact level
• Experience with cross-functional working
• Advanced knowledge of the Office Package
• Proven track record in the delivery of high quality customer service
• Ability to work as part of a flexible, fast-changing environment
• Fluent in English and/or French