JOB FUNCTION

As a Work Order Management Specialist, you will play a key role in ensuring excellent service delivery by managing and monitoring break-fix Work Orders (WOs) across the EMEA region.

You'll work closely with service partners and internal stakeholders to ensure SLA commitments are met, operational issues are resolved efficiently, and customers receive a seamless support experience.

KEY RESPONSIBILITIES

• Monitor and manage Work Orders to ensure smooth processing and SLA compliance across Lexmark/Xerox and Service Partner systems
• Investigate, resolve, and escalate Work Order, service coverage, warranty, dispatch, and sales order exceptions as needed
• Collaborate with internal stakeholders and external partners to prevent delays and ensure timely service delivery
• Maintain accurate system records, including status updates, SLA reason coding, and operational reporting data
• Manage mailbox inquiries and support stakeholders within agreed service levels
• Create and maintain process documentation while ensuring adherence to operational standards
• Identify and implement process improvements to drive efficiency, enhance service quality, and reduce operational costs

EDUCATION & EXPERIENCE

• Bachelor's degree required
• Minimum 2 years of experience in Order Management, Supply Chain, Logistics, Customer Operations, or a related field

SKILLS & COMPETENCIES

• Fluent German and strong English communication skills, both written and spoken
• Proficiency in Microsoft Office applications
• Customer-focused mindset with a passion for delivering high-quality service
• Strong analytical thinking and problem-solving capabilities
• Proactive, detail-oriented, and able to work independently in a fast-paced environment
• Excellent collaboration, coordination, and stakeholder management skills

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