Escalation Specialist

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 Escalation Specialist is responsible for managing and resolving complex customer, partner, and operational escalations within Consumables Management operations. The role conducts root cause analysis, drives corrective actions, collaborates with cross-functional teams, and identifies process improvement opportunities to enhance service delivery, customer satisfaction, and operational performance. 

Functional / Technical Competencies:

• Escalation and Incident Management
• Root Cause Analysis and Problem Solving
• Continuous Improvement
• Stakeholder and Customer Management
• Data Analysis and Reporting
• Process Compliance and Quality Management
• Inventory and Consumables Management
• Microsoft Office Applications (Excel, Word, PowerPoint)
• Strong Communication and Collaboration Skills
• Ability to Manage Multiple Priorities in an SLA-driven Environment
• Power BI, Power Automate, and Power Apps (preferred)

Key Responsibilities:

• Manage and resolve customer, partner, and internal escalations from investigation through resolution.
• Perform root cause analysis and implement corrective and preventive actions.
• Ensure timely resolution and communication throughout the escalation lifecycle.
• Monitor operational performance and identify escalation trends.
• Partner with Operations, Supply Chain, Logistics, Service Desk, and Account Teams to resolve issues.
• Recommend and support process improvements to prevent recurring issues.
• Maintain process documentation, compliance standards, and quality requirements.
• Provide operational insights and recommendations to improve service delivery. 

Key Outputs / Tangible Results:

• Timely closure of escalations within service level commitments.
• Reduced recurrence of operational issues.
• Completed root cause analyses and corrective action plans.
• Improved customer satisfaction and operational performance.
• Process improvement recommendations and implemented solutions.
• Accurate reporting and escalation trend analysis. 

Organizational Strategies & Objectives:

• Deliver a high-quality customer experience through effective escalation management.
• Support operational excellence through proactive issue resolution and continuous improvement.
• Improve service delivery by strengthening cross-functional collaboration and process compliance. 

Relevant Credentials:

• Bachelor's Degree in Business, Industrial Engineering, Supply Chain, IT, Engineering, or related field.
• Minimum 2 years of experience in Operations, Customer Support, Incident Management, Escalation Management, Quality, or related functions.
• Experience in BPO, Shared Services, Manufacturing, Logistics, or Supply Chain environments is an advantage. 

Must Haves:

• Bachelor's Degree.
• Minimum 2 years of relevant experience.
• Strong communication and stakeholder management skills.
• Proven problem-solving and analytical capabilities.
• Experience handling operational issues and driving resolution.
• Collaborative and customer-focused mindset.
• Continuous improvement orientation with examples of process improvement involvement. 

Nice to Haves:

• Experience leading or participating in Continuous Improvement projects.
• Proficiency in Power BI, Power Automate, and Power Apps.
• Leadership or team mentoring experience.
• Industrial Engineering background.
• Experience supporting global operations or cross-functional teams. 

Role Considerations:

• Cebu-based role.
• Onsite for the first six (6) months.
• Hybrid work arrangement may be available after regularization, subject to performance and manager approval.
• May support North America and EMEA operations and collaborate with global stakeholders across multiple time zones. 

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