ECommerce Customer Success Executive

About Ricoh

A global leader in digital services, recognised for innovation, sustainability and a people-first culture. We feature in the Gartner Magic Quadrant, are listed in the Global 100 Most Sustainable Companies, and have been named one of Forbes' World's Best Employers 2025.

At Ricoh, we believe people do their best work when they feel valued and supported. We create inclusive workplaces where you can grow, contribute, and make a positive impact while helping to build a more sustainable future.

 Find your place. Transform your future  

Our purpose is centred on understanding and improving how people work. By focusing on real working experiences, we support individuals to develop their skills, realise their potential and do work that feels meaningful.

 People transform when they Love What They Do  

This belief sits at the heart of The Ricoh Promise. It guides how we recruit, how we support our people, and how we work together every day, creating an environment where you can grow, feel valued and make a difference.

When you join us, you are encouraged to share your ideas, challenge the way things are done, and work with others to build something better. If you are looking for a place where your voice is heard, your development is supported, and your work feels meaningful, you will feel at home at Ricoh.

What you will be doing

As an eCommerce Customer Success Executive, you will play a pivotal role in ensuring the success and growth of both The Ricoh eShop (TReS) and the One Ricoh Portal (ORP). You'll be responsible for delivering an exceptional online experience, driving customer engagement, and supporting internal teams to maximise digital sales and service excellence.

The successful candidate will act as a key contact for customers both internal and external ensuring platforms remain accurate, functional, and aligned with customer needs whilst supporting the wider eCommerce strategy.

Key Responsibilities

Platform Management
 
Manage and maintain Tres & ORP to ensure accuracy and a seamless customer experience
Configure products, pricing, catalogues, user access, and approval workflows.
Create and implement platform updates and enhancements based on customer requirements.
Conduct regular audits to ensure platform data is current and compliant with business standards.  
Customer Support
 
Act as a primary point of contact for Tres and ORP related queries and issues.
Investigate and resolve incidents within agreed service levels.
Provide guidance and training to internal and external customers on platform functionality and best practices.  
Operational Excellence
 
Monitor platform performance and user activity.
Identify process improvements to enhance customer experience and internal efficiency.
Support testing and implementation of new functionality, system upgrades, and releases.
Maintain accurate documentation of platform configurations and procedures.  
Cross-Functional Collaboration
 
Work closely with Sales, Customer Services, IT, Supply Chain, and Product Marketing teams.
Support onboarding of new customers onto the eCommerce platforms.
Participate in customer meetings and project activities as required.
Collaborate with stakeholders to ensure solutions meet both customer and business requirements.  
Data & Reporting
 
Produce and maintain reports on platform usage, customer activity, and revenue
Analyse trends and recommend actions to improve engagement and adoption.
Support KPI tracking and continuous improvement initiatives. You will ideally have

Essential
 
Experience working within an eCommerce, customer service, or digital support environment.
Strong customer focus with excellent communication skills.
Ability to manage multiple priorities and work independently.
Excellent attention to detail and problem-solving abilities.
Strong Microsoft Office skills, particularly Excel.  
Desirable
 
Experience managing B2B eCommerce platforms.

Experience with customer onboarding and training.
Understanding of data analysis and reporting (Power BI preferred)
Experience working with CRM systems.  
Personal Attributes
 
Customer-centric mindset.
Proactive and results oriented.
Strong organisational skills.
Excellent stakeholder management abilities.
Adaptable and willing to learn new technologies.
Collaborative team player with a positive attitude.  
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In return for your commitment, you can expect

At Ricoh, work should feel meaningful, supportive and fulfilling. The Ricoh Promise shapes your experience through four…