Order Support 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 Purpose:

The Order Support Specialist - Buyouts, Credits & Checklist Review supports revenue realization and margin performance by ensuring proposals, customer documentation, buyout information, credit approvals, and lease requirements are complete, accurate, compliant, and processed within defined service-level agreements (SLAs). Through rigorous validation and cross-functional coordination, the role minimizes funding delays and financial risk while supporting a consistent, high-quality customer and sales experience.

Scope:

As an integral member of the Business Operations team, this position manages request queues, validates CPQ and PREO records, reviews buyout and credit requirements, confirms customer documentation, and facilitates seamless handoffs to downstream processing teams. By maintaining strong quality and compliance standards across pre-signature and post-signature activities, the role improves operational efficiency, protects transaction integrity, and supports timely order processing and funding.

Key Responsibilities:

Queue monitoring

• Actively monitor and manage request queues within defined SLAs, including
• Buyout information requests
• Buyout Quote requests
• Credit requests (Lease and Cash)
• Lease Rate requests
• Validation
• Pending Signature
• Review Signature
• Change requests - TBD

Proposal Validation

• Review and validate submitted proposals based on submission type.
• Pre-signature: Proposal created prior to sending documents to the customer.
• Signature: Proposal submitted with customer-signed documentation.
• Review CPQ and PREO records and associated documentation, when applicable, within the defined SLA for:
• Accuracy and completeness
• Correct sale type (cash vs. lease)
• Required pricing and discount approvals
• Buyout information and Quote accuracy for pre-signature and post-signature transactions, ensuring details are current, correct, and aligned with the deal structure, including keep vs. return and partial buyouts.
• Valid credit approvals for lease or cash transactions, ensuring approvals are not expired and cover the full deal amount for pre-signature and post-signature processing
• Complete lease rate requirements and generation of the representative rate
• Full adoption, understanding, and implementation of the 75/5 rule
• Compliance with the lease exception process
• Matching customer legal name across CPQ, ERP, and credit approvals
• Authorized signatory title in accordance with lease company requirements
• Correct contract number for replacements, rewrites, or add-ons
• Correct customer classification as New, Net New Logo, or Current Customer
• Completion of the Quote Validation Checklist

Buyout & Credit Administration

• Research and clear credit stipulations
• Communicate credit and buyout approval requirements to the sales team through CPQ chat and ensure all requirements are met
• Coordinate with the Customer Master team to ensure customer records are created in eA

Document & Pending Signature Management

• Generate the paperwork packet to be sent to the customer and/or sales representative through DocuSign
• Complete the Pending Signature Checklist
• Generate required paperwork for pre-signature submissions or when existing signed documents are incomplete or incorrect
• Send documentation to customers through DocuSign on behalf of the sales representative

Pending Signature Review

• Ensure all documentation is properly executed before advancing the transaction to the post-signature team
• Complete the Pending Signature Review Checklist within the 4-hour SLA

Handoff & Processing

• Transfer completed and validated paperwork to the HCL team by moving proposals to the “Under Review” queue, triggering job number creation in PREO, and moving the job to the post-signature support team
• Ensure accurate and timely transitions to downstream teams to prevent funding delays

Skills & Competencies:

• Strong attention to detail and commitment to accuracy
• Ability to manage multiple requests and priorities in a fast-paced environment
• Familiarity with contract documentation, buyouts, credit approvals, lease requirements, and order-processing workflows
• Strong written and verbal communication skills
• Ability to collaborate effectively across Sales, Operations, Customer Master, leasing, and downstream processing teams
• Ability to meet SLAs while maintaining high-quality and compliance standards
• Sound judgment in identifying documentation gaps, financial risk, and process exceptions