Escalation Specialist - North America

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.

Overview:

The Escalation Specialist manages and resolves customer, partner, and internal business escalations related to Supplies Management operations. The role connects customers, service delivery teams, operations, logistics partners, and account stakeholders to support service levels, customer satisfaction, and operational objectives. The position investigates issues, performs root cause analysis, coordinates corrective actions, and identifies opportunities to improve service delivery and prevent recurring issues.

Benefits We Offer:

• Collaborate with global teams and stakeholders across multiple functions and geographies.
• Gain exposure to Supplies Management, logistics, service delivery, and operational processes.
• Develop expertise in escalation management, root cause analysis, and operational analysis.
• Contribute to continuous improvement initiatives that strengthen service delivery and customer satisfaction.
• Build skills that support future career opportunities based on your experience and career path.
  
  

What You'll Do:

• Manage customer, partner, and internal escalations through end-to-end investigation, resolution, and proactive stakeholder communication.
• Conduct root cause analysis and coordinate corrective and preventive actions while monitoring incidents and priority requests against service level requirements.
• Monitor account activity, consumables usage, inventory levels, operational performance, and recurring trends to identify improvement opportunities.
• Review processes, support quality and compliance activities, maintain operational documentation, and help implement process enhancements.
• Collaborate with service desk, account, logistics, supply chain, operations, and cross-functional teams to resolve issues and improve service delivery.
  
  

What You Need to Succeed:

• Bachelor's degree in Business Administration, Supply Chain Management, Engineering, Information Technology, or a related field, or equivalent business experience.
• Minimum of 2 years of experience in account management, escalation management, incident management, customer support, quality analysis, or operations.
• Experience conducting root cause analysis and implementing corrective actions.
• Strong analytical, critical thinking, prioritization, communication, customer service, and stakeholder management skills.
• Advanced knowledge of Microsoft Excel, Word, and PowerPoint.
  
  

How We Set You Up for Success:

• Work closely with Operations Managers, Operations Leads, Process Analysts, Service Desk teams, and other cross-functional partners.
• Participate in operational reviews, team discussions, and continuous improvement initiatives.
• Build experience supporting customers, partners, suppliers, and internal stakeholders globally.
• Develop knowledge across customer-specific processes, consumables management, quality, governance, and operational support.
• Build skills that can support future career opportunities based on your desired path and skill set.