Job Description
Lexmark International is seeking an experienced Order-to-Cash (OTC) Order Management Subject Matter Expert (SME) & Lead to drive excellence in order processing across our Cebu operations. In this pivotal role, you will ensure high-quality, policy-compliant handling of customer orders while leading a team of analysts to achieve operational targets and continuous improvement. You will act as the go-to expert for OTC processes, leveraging deep knowledge of order management systems, ERP platforms, and customer service best practices to optimize workflows, reduce errors, and enhance the overall customer experience. This position offers the opportunity to influence process design, mentor junior staff, and collaborate cross-functionally with sales, finance, and logistics teams to support Lexmark’s global supply chain objectives.
Responsibilities
- Lead and supervise the Order Management team to ensure timely and accurate processing of customer orders.
- Serve as the Subject Matter Expert for OTC processes, providing guidance on complex order issues and exceptions.
- Monitor key performance indicators (KPIs) and implement corrective actions to meet service level agreements.
- Drive process improvement initiatives using Lean/Six Sigma methodologies to increase efficiency and reduce cycle times.
- Coordinate with ERP (SAP/Oracle) teams to maintain system integrity and support system upgrades or enhancements.
- Train, mentor, and develop team members, fostering a culture of accountability and continuous learning.
Qualifications
- Bachelor’s degree in Business Administration, Supply Chain, Finance, or related field.
- Minimum 5 years of experience in order management, OTC, or customer service operations.
- Proven expertise with ERP systems (SAP, Oracle, or similar) and order management platforms.
- Strong analytical skills with ability to interpret data, identify trends, and recommend solutions.
- Excellent communication and interpersonal skills, capable of influencing stakeholders at all levels.
- Demonstrated leadership experience, including team supervision and performance management.