Area Customer Service Coordinator

Overview

About the job Area Customer Service Coordinator.

Responsibilities:
Daily tasks will vary by location and may include:
Mailroom operations, shipping & receiving;
Fleet management and support;
Reproduction center work, including finishing tasks;
Hospitality and reception services;
Conference room setup and support. This role is ideal for someone who is energetic, organized, eager to learn, and demonstrates strong customer service and communication skills. Note-taking and adaptability are key to success.

Additional Requirements:

• Ability to lift up to 50 lbs. (assistance available for heavier items)
• Extended periods of walking and standing may be required
• Driving between multiple locations in a single day may be necessary
• Use of Ricoh or customer vehicles is not permitted
• Parking may not be free at all locations; reimbursement is available when applicable

8:00 AM to 5:00 PM (Mon-Fri)

• Under the direction of the Enterprise Services Manager (ESM) or Area Operations Manager (AOM), support daily operations, implementations, expansions, and administration of all Managed Services Accounts within an assigned operational area with varying sizes.
• Undertake all customer support tasks in external customer/client facilities.
• Maintain a broad knowledge of Ricoh Service Excellence Methodology, account service delivery requirements, and Ricoh portfolio of offered solutions.
• Deliver operational support by assisting MS leadership and supplementing onsite personnel at various customer locations, performing a wide range of duties requiring versatility and adaptability to varying industries.
• Support various locations for reasons such as vacations, absences, training, implementations, etc., throughout the assigned operational area.
• Assist 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.
• Assist with onboarding new team members and cross-training peers.
• Assist with the development of Site Procedure Guides and sharing best practices throughout the geographical area.
• Routinely inspect Site Procedures Guide for accuracy and compliance.
• Be knowledgeable of all contracted services within assigned customer accounts.
• Perform daily visual inspection of site services and Ricoh and customer compliance to safety.
• Provide feedback on site experience via survey tools or other forms to help improve the customer experience, internal and external.
• May require standing in for absences or vacations of onsite resources, which may include site management.
• Provide, execute, and support all aspects of services, including traveling to and from various accounts.
• Create and maintain a customer-focused environment.
• Responsible for customer satisfaction by engaging end-user feedback and escalating issues to ESM/AOM as needed to support resolution.
• Communicate effectively and respond quickly to customer and end-user communication.
• Collect data and be knowledgeable of tools and methods used for the completion of the Monthly Operations Review as directed.
• Perform other duties as assigned.