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 the hybrid workplace of today and tomorrow. Today, Xerox is continuing its legacy of innovation to deliver client-centric and digitally-driven technology solutions and meet the needs of today's global, distributed workforce. From the office to industrial environments, our differentiated business and technology offerings and financial services are essential workplace technology solutions that drive success for our clients. At Xerox, we make work, work. Learn more about us at www.xerox.com.
The Supplies Helpdesk Specialist (Voice & Non-Voice) is responsible for the end-to-end fulfillment of consumables customer orders and service requests. The specialist manages voice (phone) or non-voice (email, chat, online) channels and coordinates the order placement and order processing of consumables orders. The specialist completes activities aligned with contractual agreement with customers. The specialist may be engaged in escalation calls requiring very strong communication skills and customer focus.
Our global operating model includes
- Geo based support with teams operating on EMEA and NA shifts
- And a focus on all lines of business (XBS, base business, EPS)
This role ensures seamless collaboration with internal teams, stakeholders, and clients, delivering exceptional customer service and operational efficiency.
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
Advanced MS Excel skills
Experience with an ERP or CRM system (SAP or D365)
2+ years in order management or call center environment
Knowledge of order management processes/operations (certifications are a plus)
