Channel Operations 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
Job Summary:

The WW channel operations specialist supports the WW business development; sales ops team and/or marketing team in the administration and execution of WW channel programs and promotions The role requires understanding of global programs, promotions and how they are executed in different countries worldwide.

RESPONSIBILITIES:

Program, Promotion and Benefit Management

• Enrolling and removing partners to different types of programs (Edge, Advantage, MPS Elite, BSD, etc.)
• Verifying partner eligibility to programs and/or promotions
• Adding eligible partners to program and or promo quotes
• Verifying and adding eligible part numbers to program or promo quotes
• Tracking of promo usage or consumption
• Maintaining repository of program agreements (Edge, Advantage, BSD, etc.)
• Creating/updating Benefits and Quotes
• Promotion Audit

MDF Management

• Uploading and allocating MDF budget in D365
• Creating Child MDF
• Adding/Editing MDF Budgets
• Lead and Account Management
• Working with sales teams on leads and accounts that have been pending for more than 7 days in the system
• Disqualifying leads and deactivating accounts if sales rep will discontinue the process
• Generating and cleaning up list of partner enrollments
• Validating if accounts have been correctly enrolled to primary and secondary programs
• Ensuring accounts have been correctly assigned and tagged in the right segment, coverage method and sales territory
• Setting up Vendor IDs to EMEA partners and 3rd party suppliers that help execute the programs and promotions in ANZ
• Preparing MDF letters, target letters and/or business plans for partners
• Collecting and tracking signed MDF letters, target letters and/or business plans
• Processing Loyalty Perks enrollment

Case Management

• Attending to email inquiries or CRM issues from personal Outlook and group mailbox
• Own and resolve cases in multiple CRM Queues
• Triage cases to correct support group or owner

MPS Express Support

• Evaluating submitted MPS Express case
• Creating price card for MPS Express opportunities
• Creating contracts for MPS Express opportunities

Partner Onboarding Coordination

• Sending welcome letters
• Enrolling new partners to a program
• Requesting access to PartnerNet, LexU and Vistex
• Coordinating with other teams on back-end trainings/orientation
• Updating sales reps on partner training completion status
• Onboarding of partners after contracts is signed until enrollment
• Coordinating with Customer Experience team to ensure partner will get the survey
• Ensuring great partner experience with Lexmark on first 30-60-90 days

Demo Management

• Verifying eligibility to the program
• Validating demo claims report

Partner Claims and Pay-Outs

• Submitting of VIR claims in Vistex portal
• Monitoring pay-out status by closely working with rebates team
• Communicating to sales teams the pay-out status and details

COMPETENCIES, SKILLS, KNOWLEDGE & ABILITIES:

• Knowledge of CRM tool, MD365, Loyalty Perks site, SAP and MS Excel
• Able to analyze the situation, and to arrive at solutions
• Able to track and manage different projects
• Good at relationship-building and provides correct solutions to concerns; able to think of innovation to address the needs of the customers / requestors
• Clearly and effectively present sales and business reports and analysis, ideas, opinions, and conclusions orally and in writing to all requesters
• Able to verify whether a request is valid or not, and identify if we approve or deny requests

EDUCATION/EXPERIENCE:

• Bachelor’s Degree in any course from an accredited college or university. Preferably in Information Technology.
• 2 years BPO work-related experience
• Preferably with at least 1 year experience in using MD365
• An advantage if candidate has experience in administering CRM (Customer Relationship Management) systems
• Background in Sales and Marketing Operations Support
• Previous work experience had analytical and problem-solving tasks related to sales, marketing, systems or business tools
• Training experience is an advantage.

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