What are the responsibilities and job description for the Area Customer Service Coordinator position at ADN Group?
Job Description (JD)
Position Title: Area Customer Service Coordinator - Managed Services Onsite
Position Type: Contractor Onsite (1 Position)
Location: Southfield, MI, United States, 48075
Job Type: Temp to engage
Job Overview:
Our sites deliver mail, perform print jobs, answer phones, change toner in machines, and place service calls. Success requires strong customer service skills, adaptability to change, fast learning, and the ability to work well under pressure. Tasks include walking to deliver toner and mail, lifting up to 50 lbs, and proficiency in Microsoft Word, Excel, Outlook, and PowerPoint. Free parking is available; reimbursement applies if parking must be paid.
This is a multi-site position requiring travel to different locations.
Shift Timing: 8:00 AM to 5:00 PM, Monday-Friday
Responsibilities
Under direction of the Enterprise Services Manager (ESM) or Area Operations Manager (AOM), supports daily operations, implementations, expansions, and administration of all Managed Services accounts within an assigned operational area.
Undertakes all customer support tasks in external customer/client facilities.
Maintains broad knowledge of Ricoh Service Excellence Methodology, account service delivery requirements, and Ricoh portfolio of solutions.
Delivers operational support by assisting MS leadership and supplementing onsite personnel at various customer locations.
Supports various locations as needed (vacation coverage, absences, training, implementations, etc.).
Job Duties Include:
Supports daily operations for all contracted services at customer accounts within a geographical area.
Assists management with process improvement, procedural testing, validation, and field compliance with operational best practices.
Supports Field Implementation Managers with new customer account implementations and service expansions.
Assists with onboarding new team members and cross-training peers.
Develops Site Procedure Guides and shares best practices throughout the geographical area.
Inspects Site Procedure Guides for accuracy and compliance.
Maintains knowledge of all contracted services within assigned customer accounts.
Performs daily visual inspections of site services and compliance with Ricoh and customer safety standards.
Provides feedback on site experience via surveys or other tools to improve internal and external customer experience.
Covers absences or vacations of onsite resources, potentially including site management.
Provides, executes, and supports all aspects of services, including traveling to various accounts.
Creates and maintains a customer-focused environment.
Ensures customer satisfaction through end-user feedback engagement.
Escalates customer issues to ESM/AOM and supports resolution to completion.
Communicates effectively and responds quickly to customer and end-user inquiries.
Collects data for Monthly Operations Review using appropriate tools and methods.
Performs other duties as assigned.
Requirements
High school diploma plus 12 months of related work experience.
Post-high school education encouraged and preferred.
Ability to travel between multiple locations in one day as business requires (coverage area 40-50 miles).
Valid, violation-free driver’s license with reliable transportation and minimum auto insurance per Ricoh policy.
Intermediate skill level on common software applications, including file folder management and navigating network production folders.
Ability to maintain and accurately submit monthly expenses with proper coding.
Knowledge, Skills, and Abilities
Works well in a team environment, maintaining positive, productive relationships.
Adapts to changing situations, demonstrates flexibility, high motivation, and urgency.
Basic math skills.
Good judgment in decision-making and problem-solving.
Ability to perform repetitive work while maintaining quality and output standards.
Committed to tasks, demonstrating persistence and follow-through.
Excellent oral communication skills for positive and negative circumstances.
Working knowledge of account services to facilitate job scheduling.
Comprehends written and verbal instructions from customers and translates them effectively to site resources.
Resolves customer-related issues and coordinates problem resolution.
Proficient in Microsoft Office and computer use.
Capable of reporting to alternate sites, involving walking, driving, or other transportation, potentially exceeding scheduled shift.
Working Conditions, Mental, and Physical Demands
Office/warehouse environment with adequate lighting, ventilation, normal temperature, and noise levels.
Work assignments are diversified; must interpret, comprehend, and apply complex material, data, and instructions.
Exposure to minor cuts possible.
Physical effort includes standing, walking, bending, reaching, stretching, climbing, lifting/moving up to 50 lbs, pushing/pulling machines up to 400 lbs, and walking between buildings.
Moderate dexterity required (calculator, keyboard, hand tools, eye/hand coordination).
Close vision required.
Frequent local car travel.
Schedule flexibility required; some sites open 6 AM, close after 7 PM, or operate on weekends.
Skills
Mailroom operations
Ordering
Position Title: Area Customer Service Coordinator - Managed Services Onsite
Position Type: Contractor Onsite (1 Position)
Location: Southfield, MI, United States, 48075
Job Type: Temp to engage
Job Overview:
Our sites deliver mail, perform print jobs, answer phones, change toner in machines, and place service calls. Success requires strong customer service skills, adaptability to change, fast learning, and the ability to work well under pressure. Tasks include walking to deliver toner and mail, lifting up to 50 lbs, and proficiency in Microsoft Word, Excel, Outlook, and PowerPoint. Free parking is available; reimbursement applies if parking must be paid.
This is a multi-site position requiring travel to different locations.
Shift Timing: 8:00 AM to 5:00 PM, Monday-Friday
Responsibilities
Under direction of the Enterprise Services Manager (ESM) or Area Operations Manager (AOM), supports daily operations, implementations, expansions, and administration of all Managed Services accounts within an assigned operational area.
Undertakes all customer support tasks in external customer/client facilities.
Maintains broad knowledge of Ricoh Service Excellence Methodology, account service delivery requirements, and Ricoh portfolio of solutions.
Delivers operational support by assisting MS leadership and supplementing onsite personnel at various customer locations.
Supports various locations as needed (vacation coverage, absences, training, implementations, etc.).
Job Duties Include:
Supports daily operations for all contracted services at customer accounts within a geographical area.
Assists management with process improvement, procedural testing, validation, and field compliance with operational best practices.
Supports Field Implementation Managers with new customer account implementations and service expansions.
Assists with onboarding new team members and cross-training peers.
Develops Site Procedure Guides and shares best practices throughout the geographical area.
Inspects Site Procedure Guides for accuracy and compliance.
Maintains knowledge of all contracted services within assigned customer accounts.
Performs daily visual inspections of site services and compliance with Ricoh and customer safety standards.
Provides feedback on site experience via surveys or other tools to improve internal and external customer experience.
Covers absences or vacations of onsite resources, potentially including site management.
Provides, executes, and supports all aspects of services, including traveling to various accounts.
Creates and maintains a customer-focused environment.
Ensures customer satisfaction through end-user feedback engagement.
Escalates customer issues to ESM/AOM and supports resolution to completion.
Communicates effectively and responds quickly to customer and end-user inquiries.
Collects data for Monthly Operations Review using appropriate tools and methods.
Performs other duties as assigned.
Requirements
High school diploma plus 12 months of related work experience.
Post-high school education encouraged and preferred.
Ability to travel between multiple locations in one day as business requires (coverage area 40-50 miles).
Valid, violation-free driver’s license with reliable transportation and minimum auto insurance per Ricoh policy.
Intermediate skill level on common software applications, including file folder management and navigating network production folders.
Ability to maintain and accurately submit monthly expenses with proper coding.
Knowledge, Skills, and Abilities
Works well in a team environment, maintaining positive, productive relationships.
Adapts to changing situations, demonstrates flexibility, high motivation, and urgency.
Basic math skills.
Good judgment in decision-making and problem-solving.
Ability to perform repetitive work while maintaining quality and output standards.
Committed to tasks, demonstrating persistence and follow-through.
Excellent oral communication skills for positive and negative circumstances.
Working knowledge of account services to facilitate job scheduling.
Comprehends written and verbal instructions from customers and translates them effectively to site resources.
Resolves customer-related issues and coordinates problem resolution.
Proficient in Microsoft Office and computer use.
Capable of reporting to alternate sites, involving walking, driving, or other transportation, potentially exceeding scheduled shift.
Working Conditions, Mental, and Physical Demands
Office/warehouse environment with adequate lighting, ventilation, normal temperature, and noise levels.
Work assignments are diversified; must interpret, comprehend, and apply complex material, data, and instructions.
Exposure to minor cuts possible.
Physical effort includes standing, walking, bending, reaching, stretching, climbing, lifting/moving up to 50 lbs, pushing/pulling machines up to 400 lbs, and walking between buildings.
Moderate dexterity required (calculator, keyboard, hand tools, eye/hand coordination).
Close vision required.
Frequent local car travel.
Schedule flexibility required; some sites open 6 AM, close after 7 PM, or operate on weekends.
Skills
Mailroom operations
Ordering
