Area Customer Service Coordinator

Overview

Area Customer Service Coordinator is a position that, under the 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 of varying sizes. Undertakes 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 the ability to adapt to varying industries. They may be required to support various locations for reasons that may include vacation, absences, training, implementations, etc. throughout the assigned operational area.

• An integral member of the service team by supporting the daily operations for all contracted services at customer accounts within a geographical area
• Assist 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
• 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 with safety
• Provide feedback on site experience via survey tool or other forms to help improve the customer experience, internally and externally
• 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
• Be responsible for customer satisfaction by engaging end-user feedback
• Escalate customer issues to ESM/AOM and support the resolution to completion
• Communicate effectively and respond quickly to customer and end user communication
• Collect data and be knowledgeable of the tools and methods used for the completion of the Monthly Operations Review as directed
• Perform other duties as assigned

• 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, the 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

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