Strategic Client Services Representative II

Responsibilities

• Serve as the primary point of contact and own a portfolio of Canon Financial Services strategic clients
• Respond to customer inquiries while maintaining internal aging receivable levels
• Conduct large-scale reconciliation and cash application analyses
• Root-cause problems, solve complex customer-facing issues, and develop action plans
• Handle issues spanning multiple disciplines across complex, multi-schedule clients
• Develop, use, and translate reporting to visualize portfolio and customer performance
• Read, understand, and act on customer purchase orders, invoicing requirements, payment methods, and related processes
• Execute end-of-lease processes, including buyout and upgrade quotes, equipment removal scheduling, and contract termination
• Identify, understand, and oversee customer rebooking processes
• Engage with internal Canon resources, Canon USA, Canon Solutions Americas, sales channels, and strategic client stakeholders from AP personnel through C-level employees
• Complete high-priority projects assigned by leadership
• Mentor and develop Level 1 associates through guidance, training, and assistance
• Cross-train across Strategic Client Services disciplines
• Participate in company wide and interdepartmental initiatives

• Bachelor’s degree or equivalent experience preferred
• 3-5 years of Collections/Customer Service experience preferred
• Strong verbal and written communication skills
• Intermediate to advanced knowledge of Microsoft Office products, specifically Excel and Word
• Ability to work successfully within a team environment and inter-departmentally
• Experience with large customers containing multiple schedules
• Experience with governmental entities is a plus
• Experience with payment application and payment reconciliations
• Proven analytical problem-solving skills and basic math skills
• Ability to multitask in a fast-paced environment
• Strong prioritization and time management skills
• Successful utilization of Salesforce and Unified Desktop systems
• Experience with Odessa Lease Wave preferred
• Minimal travel may be required (5%)

Demonstrates expertise in managing strategic client portfolios, executing end-of-lease processes, and conducting cash application analyses. Proficient in problem-solving, communication, and mentoring within a team-oriented environment.

• Collections Experience
• Customer Service Experience
• Analytical Problem-Solving Skills
• Salesforce Utilization
• Microsoft Excel Proficiency

• Cash Application Analysis
• Payment Reconciliation
• Contract Termination Processes
• Data Visualization
• Multitasking
• Basic Math Skills
• Customer Purchase Order Management
• Rebooking Processes
• Odessa Lease Wave Experience
• Microsoft Word Proficiency

• Strong Verbal Communication
• Strong Written Communication
• Time Management
• Prioritization
• Team Collaboration

• Strategic Client Services
• Governmental Entities
• Customer Performance Reporting
• Complex Multi-Schedule Clients

• Salesforce
• Unified Desktop
• Microsoft Office