Area Customer Service Coordinator

Summary

Pay Rate: $24 per hour.

Work Address:
Since the work locations vary day-to-day, there are multiple addresses where the temp could be at in the South Bay and East Bay. This includes customer locations in Menlo Park, Mountain View, San Jose, Santa Clara, Fremont, Oakland, and Livermore. This is not a list of every city, but it covers the furthest locations and some in-between.

Dress Code:
Business casual

COVID Requirements:
None

Driving:
No, the contingent worker would not be driving a Ricoh or customer vehicle. In the event that the contingent worker becomes a Ricoh employee, they would be expected to drive Ricoh/customer vehicles.

Interview Type:
The plan is to conduct 2 rounds of interviews. The first one is virtual. If they are a good fit, an in-person interview will be scheduled.

On a day-to-day basis, the temp will be responsible for supporting multiple customer locations in the South Bay and East Bay. At these locations, services may include mail, shipping & receiving, copy/production center, reception, hospitality, and conference room setups. Responsibilities vary by site. The number of Ricoh employees on-site varies, so the temp should be able to work independently or with Ricoh team members.

Candidates should have customer service experience, flexibility to be rerouted to different locations before shifts, and the ability to adapt to different customer environments (law firms, retail corporate offices, warehouses, etc.). They should be able to work alone or as part of a team. Some sites have multiple Ricoh employees, others have only one. The role requires absorbing training (taking notes, asking questions, etc.),

taking initiative, and similar attributes. This is a temp-to-perm position with potential conversion to a Ricoh employee after meeting minimum hours. Environments vary, with multiple customer sites requiring extensive standing and walking. The candidate should be able to lift up to 50 pounds without assistance. Each location has free parking. All employees in this area drive to work daily. Mileage reimbursement is available.

For mileage, reimbursement occurs after the first 15 miles each way of the commute. For example, if the commute is 20 miles each way, reimbursement is for 5 miles each way (20 miles minus the first 15 miles).

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

Job Type: Temporary

• 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 facilities as the Area Customer Service Coordinator.
• Maintain 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.
• Be adaptable to varying industries and able to support multiple locations for vacations, training, implementations, etc.
• Assist management with process improvement, procedural testing and validation, and ensuring field compliance with operational best practices.
• Support Field Implementation Managers with new customer accounts and service expansions.
• Assist with onboarding new team members and cross-training peers.
• Assist with development of Site Procedure Guides and sharing best practices across the geographical area.
• Routinely inspect Site Procedures Guide for accuracy and compliance.
• Be knowledgeable of all contracted services within assigned accounts and perform daily site service and Ricoh/customer compliance checks for safety.
• Provide feedback on site experience via surveys or other forms to improve the customer experience, internally and externally.
• May stand in for absences or vacations of onsite resources, including site management.
• Provide, execute, and support all aspects of services, including travel to and from various accounts.
• Create and maintain a customer-focused environment and drive customer satisfaction by engaging end-user feedback.
• Escalate customer issues to ESM/AOM and support resolution to completion.
• Communicate effectively and respond quickly to customer and end-user communications.
• Collect data and use tools/methods for Monthly Operations Review as directed.
• Perform other duties as assigned.

• Requires high school diploma plus 12 months of related work experience.
• Post-secondary education encouraged and preferred.
• May need to move locations in one day; ability to cover accounts within 40-50 miles.
• May require valid, violation-free driver’s license, reliable transportation, and minimum auto insurance per Ricoh policy.
• Requires intermediate skill with common software applications including file/folder management and navigating to network production folders.
• Must maintain and submit monthly expenses accurately and timely with proper coding.
• Ability to…