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.
Role Summary
The Consumables Management Specialist is responsible for facilitating end-to-end fulfillment of consumables orders and service requests. The role manages both voice and non-voice channels to ensure accurate order placement, timely issue resolution, and strong customer support. This position supports global operations, collaborating with internal teams and stakeholders to deliver operational efficiency and excellent service.
Functional / Technical Competencies
- Excellent oral and written English communication skills
- Strong problem-solving and customer service orientation
- High attention to detail and data accuracy
- Ability to navigate and work across multiple systems and tools
- Advanced Excel skills (formulas, functions, tables, ranges)
- Proactive issue identification and escalation
- Ability to work in a fast-paced, multi-client environment
- Experience in customer-facing or service-oriented roles
Key Responsibilities
- Manage customer support interactions via phone and email/chat/online platforms.
- Provide timely and accurate responses to customer inquiries, including supply history and order status.
- Process consumables orders from multiple channels and ensure real-time, accurate data entry.
- Maintain and update records for new machines and consumables.
- Support order validations and explain non-warranted requests when required.
- Handle escalation requests and ensure proper resolution.
- Process return authorizations in line with defined procedures.
- Collaborate with internal stakeholders such as partners, service teams, and delivery leads.
- Contribute to process improvements and support special projects as required.
Key Outputs / Tangible Results
- Accurate and timely order processing
- High-quality customer service delivery across multiple channels
- Properly documented and validated consumables transactions
- Resolved customer escalations and issues
- Efficient coordination with internal and external stakeholders
Organizational Strategies & Objectives
- Support global operations focused on service excellence and accurate order fulfillment.
- Uphold contractual service expectations across different shift coverage models.
- Strengthen customer satisfaction through responsive communication and operational efficiency.
Relevant Credentials
- Bachelor's degree in any discipline
- Experience with ERP or CRM systems (SAP or D365)
- Background in order management or customer support environments
Must Haves
- Strong communication skills
- Problem-solving skills
- Customer service experience
- Ability to work with multiple stakeholders
Nice to Haves
- BPO experience
- Leadership experience (for potential future growth)
Role Considerations
- Work Setup: Full onsite
- Shifts: Midshift or nightshift schedule
- Office: Lexmark Plaza 1, Cebu Business Park, Cebu City
