Delivery Account Operations Professional **General Information** Press space or enter keys to toggle section visibility City Chicago State/Province Illinois Country United States Department DELIVERY_ACCOUNT_OPERATIONS Date Monday, September 30, 2024 Working time Full-time Ref# 20034157 Job Level Individual Contributor Job Type Experienced Job Field DELIVERY_ACCOUNT_OPERATIONS Seniority Level Associate Currency USD - United States - US Annual Base Salary Minimum 43,320 Annual Base Salary Maximum 86,640 The salary range above represents the low and high end in the local currency of Xerox’s salary range for this position and is reflected in an annualized amount. Actual salaries will vary based on factors including, but not limited to, geographic location, market competition, and/or the successful applicant’s education, experience, knowledge, skills, and abilities. The range listed is just one component of Xerox’s total compensation package for employees. Employees are also afforded a comprehensive suite of benefits, to view those details please visit Xerox Careers for your applicable country. If you are not reviewing this job posting on Xerox Careers (https://xerox.avature.net/en\_US/careers) , we cannot guarantee the validity of this posting. For a list of our current internal postings, please visit Xerox Careers (https://xerox.avature.net/en\_US/careers) . **Description & Requirements** Press space or enter keys to toggle section visibility **About Xerox Holdings Corporation** For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we’ve expanded into software and services to sustainably power today’s workforce. From the office to industrial environments, our differentiated business solutions and financial services are designed to make every day work better for clients — no matter where that work is being done. Today, Xerox scientists and engineers are continuing our legacy of innovation with disruptive technologies in digital transformation, augmented reality, robotic process automation, additive manufacturing, Industrial Internet of Things and cleantech. Learn more at www.xerox.com and explore our commitment to diversity and inclusion. (https://www.xerox.com/en-us/jobs/diversity) We are looking for an enthusiastic, well organized, and proactive individual, ready to take on a challenge within the Delivery Operations department at Xerox. The job holder will report directly to the Account Services Deliver Manager. Our ideal candidate has great customer service skills and is an excellent interpersonal communicator. **Primary Responsibilities:** + Become the subject matter expert on the defined solution for the client. Including, but not limited to XSM, Digital HUB, Service Now, Mailroom, Supply Management, Billing input. + First responder for customer escalation for service, supplies, copy, and mail work. + Follow through on open items to close them out with the daily contact. + Monitor MPS open Service Tickets and on-site TS/DCA Team productivity. + Escalate issues to TSM and/or SDM as needed. + Review and update processes for Mailroom, Copy Center, and MPS + Occasional travel to end-customer locations for device escalation and walkthroughs or other customer required visits. + Assist in reporting for monthly customer meetings, invoice tracking and SLA attainment + Assist with the preparation, planning and delivery of scanning services at end customer locations or at off-site locations. + Review Digital Hub Usage, entry, and pending workflow regularly. + Responsible to assisting in changes to for Digital Hub workflow. + Work with on-site team to maintain and update various trackers and stock levels of paper, various thruput, and printer supplies. + May provide immediate direction to a unit or group of employees, assigning tasks, checking work at frequent intervals, and maintaining schedules. + Assist SDM in scheduling vacation and scheduled absence for team while ensuring continuity in the daily business. + Promote on-site services to new customers and new departments. + Assist in billing accuracy, device connectivity, and reporting. **Skills and Qualifications:** + Experience managing onsite operations teams. + Adapts departmental plans and priorities to address resource and operational challenges. + Uses critical thinking skills to make informed decisions guided by policies, procedures, and business plan. + Ability to manage and prioritize workloads to meet contractual Service Level Agreements. + Proven ability to work under pressure, handling multiple tasks to ensure timely completion of all activities. + Analyzes complex technical problems and delivers solutions where precedent may not exist. **Here’s what success looks like in the first 60 days:** + You have successfully navigated through our new hire training and completed the technical training courses which have set you up for success in the following categories: + Comprehensive understanding of our company and customer service culture + Clear expectations in reference to call load, territory alignment and client satisfaction + Thorough knowledge base of the equipment and inventory needs to support your territory + Able to actively and correctly complete service calls independently.  **Additional Benefits:** + Substantial growth opportunities for future career development within a supportive and collaborative company culture + Full medical/dental/vision, wellness credits, and a company contribution to a Health Savings Account and 401k matching + Paid time off, plus holidays and personal days \#LI-JC1 Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. Learn more at www.xerox.com and explore our commitment to diversity and inclusion: https://www.xerox.com/en-us/jobs/diversity People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to XeroxStaffingAdminCenter@xerox.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.