What are the responsibilities and job description for the Area Customer Service Coordinator position at Ricoh USA, Inc.?

Job Description

Area Customer Service Coordinator

POSITION PROFILE

Under the direction of the Managed Service Support Field Managers, this key position is responsible for supporting daily operations, implementations, expansions, and administration of all Managed Services Accounts within an assigned operational area with varying sizes. This position involves 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. The Area Customer Service Coordinator delivers operational support by supplementing onsite personnel at various customer locations, performing a wide range of duties that require a versatile skill set and the ability to adapt to different industries. Additionally, this role supports 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 supporting the daily operations for all contracted services at customer accounts within a geographical area.
Provides coverage for absences or vacations of the onsite resources, that may also include site management.
May be required to report to an alternate site on any given day which could result in walking, driving, or using public transportation to that alternate site and a longer commute time that exceeds scheduled shift.
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 at various locations for accuracy and compliance.
Performs daily visual inspection of site services and Ricoh and customer compliance to safety.
Creates and maintains a customer-focused environment.
Responsible for escalating customer issues to Ricoh Management and supporting the resolution to completion.
Communicates effectively and responds quickly to customers and end user communication
When applicable, must maintain and accurately submit monthly expenses in a timely manner following proper coding requirements.
Performs other duties as assigned.

QUALIFICATIONS (EDUCATION, EXPERIENCE, CERTIFICATIONS)

Requires a high school diploma plus 12 months of related work experience. Post High School education encouraged and preferred.

Requires intermediate skill level on Microsoft 365 applications, communication tools (Microsoft TEAMS, Zoom, Webex), and folder management and network production folders.

Mailroom operations, reception, hospitality, and print production experience is preferred.

KNOWLEDGE, SKILLS, AND ABILITIES

All candidates must possess the following abilities and skills :

Work in a team environment by maintaining positive, productive relationships with co-workers.

Work well with or without supervision.

Adapt to changing situations, flexibility, high motivation, and sense of urgency.

Basic math skills.

Make sound justifiable decisions and take action in solving problems.

Perform repetitive work by continuously executing different tasks according to set procedures, sequence or pace while maintaining quality and output standards.

Commitment to task by having started and persisted with specific courses of action.

Excellent oral communication skills by being able to clearly present information through the spoken word in positive and negative circumstances.

Comprehend written and verbal instructions from customers and effectively translate to site resources.

Resolve customer related issues.

Troubleshoot and coordinate problem resolution.

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. It is required to interpret, comprehend, and apply complex material, data and instruction; prepare, provide and convey diversified information.

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 / driving between campus 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.

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.

Frequent local car travel / commute may be required.

Ability to cover sites within 40 - 50 miles.

Required valid, violation-free driver's license along with reliable transportation and minimum levels of auto insurance coverage per RICOH policy.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.

ADDITIONAL PAY DETAILS :

Additional program benefits may be available.

About Us

Come Create at Ricoh :

If you are seeking a team driven by passion and purpose, come create with us at Ricoh. We are a team of information seekers and customer-obsessed collaborators who aspire to deliver the services, solutions, and technologies that empower business success. We are looking for talented, inspired individuals to join us to help drive high-performance team and our commitment to excellence.

Ricoh is an integrated solutions provider and partner that connects people and technology, creates outstanding customer experiences, and delivers innovation for businesses worldwide. We empower digital workplaces by enabling individuals to work smarter from any location and harness the power of information-how it is collected, stored, managed, and shared-to unlock the potential in every organization. We deliver services and technologies that inspire our customers' success and guide them toward a better and more sustainable future. If you are seeking a purpose-driven and passionate team, come create with us, and help drive our high-performance culture of excellence into tomorrow.

Invest in Yourself : At Ricoh, you can :

Choose from a broad selection of medical, dental, life, and disability insurance options.

Contribute to your financial security with Retirement Savings Plan (401K), Health Savings Account (HSA), and Flexible Spending Account (FSA) investments.

Augment your education with team member tuition assistance programs.

Enjoy paid vacation time and paid holidays annually

Tap into many other benefits to enhance your health, wellness, and ongoing personal and professional development.

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