Roles & Responsibilities

Under the direction of the Enterprise Services Manager (ESM) or Area Operations Manager (AOM)

this key position supports daily operations, implementations, expansions, and administration of all

Managed Services Accounts within an assigned operational area with varying sizes. Undertaking all

customer support tasks in external customer/client facilities

The Area Customer Service Coordinator is responsible for a broad knowledge of Ricoh Service

Excellence Methodology, complete knowledge of account service delivery requirements and Ricoh

portfolio of offered solutions.

Delivers operational support by assisting MS leadership by supplementing onsite personnel at

various customer locations performing a wide range of duties requiring a versatile skill set and ability

to adapt to varying industries. Additionally, they are required to support various locations for reasons

that may include vacation, absences, training, implementations, etc. throughout assigned operational

area.

Job Duties and Responsibilities

• An integral member of the service team by supporting the daily operations for all contracted

services at customer accounts within a geographical area

• Assists management with process improvement, procedural testing and validation and ensuring

field compliance with operational best practices.

• Support the Field Implementation Managers with the implementation of new customer accounts

and service expansions.

• Assists with onboarding new team members and cross training peers
• Assists with the development of Site Procedure Guides and sharing best practices throughout

geographical area.

• Routinely inspects Site Procedures Guide for accuracy and compliance
• Knowledgeable of all contracted services within assigned customer accounts
• Performs daily visual inspection of site services and Ricoh and customer compliancy to safety.
• Provide feedback on site experience via survey tool or any other forms to help improve the

customer experience, internal and external.

• May require “standing in” for absences or vacations of the onsite resources, that may also include

site management.

• Provides, executes, and supports all aspects of services, which entails traveling to and from

various accounts.

• Creates and maintains a customer-focused environment
• Responsible for customer satisfaction by engaging end-user feedback.
• Responsible for escalating customer issue to ESM/AOM and support the resolution to

completion.

• Communicates effectively and responds quickly to customer and end user communication
• Collects data and is knowledgeable of the tools and methods used for the completion of the

Monthly Operations Review as directed

• Performs other duties as assigned​

Minimum Qualifications

Requires high school diploma plus 12 months of related work experience. Post High School

education encouraged and preferred

• Could be required to move locations in one day should the business require it. Also, ability to

cover accounts between 40-50 miles

• May require valid, violation-free driver’s license along with reliable transportation and minimum

levels of auto insurance coverage per RICOH policy.

• Requires intermediate skill level on most common software applications including file folder

management and navigating to network production folders.

• Must maintain and accurately submit monthly expenses in a timely manner following proper

coding requirements.

​ Possesses ability to work in a team environment by maintaining positive, productive relationships

with co-workers

• Possesses ability to adapt to changing situations, flexibility, high motivation, and sense of

urgency.

• Possesses basic math skills.
• Possesses judgment in making sound justifiable decisions and taking action in solving problems.
• Possesses ability to perform repetitive work by continuously executing different tasks according

to set procedures, sequence or pace while maintaining quality and output standards.

• Possesses commitment to task by having started and persisted with specific courses of action.
• Possesses excellent oral communication skills by being able to clearly present information

through the spoken word in positive and negative circumstances.

• Possesses working knowledge of account services to facilitate job scheduling.
• Possesses ability to comprehend written and verbal instructions from customers and effectively

translate to site resources

• Possesses ability to resolve customer related issues.
• Possesses ability to troubleshoot and coordinate problem resolution.
• Possesses proficiency in the use of Microsoft and computers.
• Routinely may be asked to report to an alternate site on any given day which could result in

walking, driving or other modes of transportation to that alternate site and a longer commute time

that exceeds scheduled shift

• Typically, an office / warehouse environment with adequate lighting and ventilation, and a normal

range of temperature and noise level Working Conditions, Mental and Physical Demands

• Typically, an office or warehouse environment with adequate lighting and ventilation, and a

normal range of temperature and noise level

• Work assignments are diversified. Interpret, comprehend, and apply complex material, data and

instruction – prepare, provide and convey diversified information

• Working conditions regularly expose individuals to conditions that could result in minor cuts
• Some physical effort is required which may involve long periods of standing, walking, bending,

reaching, stretching, climbing or similar activities as well as lifting or moving items weighing up to

50 lbs. and in pushing or pulling machines on wheels, which may weigh up to 400 lbs., in order to

move for repairs. Walking between buildings may be necessary.

• Moderate dexterity – regular application of basic skills (calculator, keyboard, hand tools, eye/hand

coordination.

• Specific vision abilities required by this job include close vision
• Frequent local car travel
• While most assignment hours are 8-5 Monday through Friday, schedule flexibility is required.

Some sites may open at 6AM and some may not close until 7PM or later with other locations that are open on the weekend and other times may vary.​

Required Skills

mailroomordering

Job Type: Contract

Pay: $18.50 - $19.50 per hour

Shift:

• Day shift
• Morning shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Experience:

• Area Customer Service: 1 year (Preferred)
• mailroom ordering: 1 year (Required)

License/Certification:

• Driver's License (Required)

Ability to Commute:

• Hartford, CT 06106 (Required)

Willingness to travel:

• 75% (Preferred)

Work Location: In person