GSD Account Specialist

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Overview

Konica Minolta currently has an exciting opportunity for a

• Provide an exceptional service experience when handling incoming customer requests
• Determine nature of customer request and provide the appropriate support or escalation
• Handle additional dedicated and non-dedicated customer requests as needed
• Interact with external systems per customer requirements

Overview

Konica Minolta currently has an exciting opportunity for a GSD Account Specialist!

• Provide an exceptional service experience when handling incoming customer requests
• Determine nature of customer request and provide the appropriate support or escalation
• Handle additional dedicated and non-dedicated customer requests as needed
• Interact with external systems per customer requirements
• Follows standard Service Level Agreement (SLA) Management practices

This position will follow a 3pm - 11:30pm ET shift. The schedule includes four weekdays (Monday - Friday) and one weekend day.

Responsibilities

• Follows prescribed processes and procedures including systems, schedule adherence and tool utilization
• Communicate clearly and professionally with customers to handle requests efficiently
• Handle inbound requests including support incidents, service requests, meter readings and orders using internal and external multi-media following customer specific procedures and policies
• Triage customer requests to determine best course of action using active listening and/or research including proper handling of account specific procedures
• Identify urgent situations that require additional actions to satisfy the customers’ needs including supply sourcing/expediting as well as incident and customer specific project escalation
• Follow through on customer commitments, research as needed using available resources
• Provide standard SLA and escalation management based on customer entitlement
• Routine monitoring of specified customers, follow up with direct and indirect resources; document activity and complete incident in applicable systems
• Actively participate in learning opportunities and completes assigned curriculum in a timely manner; apply knowledge learned to continuously improve the customer experience
• Complete other projects and tasks as assigned by management

Qualifications

• High school diploma or equivalent
• Minimum 2 years’ experience in customer service
• Excellent verbal and written communication skills
• Knowledge of systems and applications used to support a call center environment
• Good customer service and interpersonal skills
• Ability to problem solve and perform basic troubleshooting with minimal assistance
• Computer skills
  - Microsoft Office, Word, Excel, Power Point
• Positive attitude and collaborates well with team members
• Detail Oriented
• Ability to multi-task work in a fast-paced environment
• Occasional travel as requested

About Us

Konica Minolta Business Solutions' (Konica Minolta) journey started more than 150 years ago, with a vision to see and do things differently. The company partners with clients to Give Shape to Ideas by supporting their digital transformation through its expansive Intelligent Connected Workplace portfolio. Its business technology offerings include IT Services, intelligent information management, video security solutions and managed print services, as well as office technology and industrial and commercial print solutions.

2025 marks Konica Minolta’s 20th anniversary in production print, for which it celebrates "20 Years of Excellence, Innovation and Impact,” and continues to lead the way in digital commercial printing. This year also commemorates 20 years of Konica Minolta’s bizhub brand. Over the past two decades, the bizhub series has revolutionized office technology and redefined how businesses operate. It has continuously evolved to meet the needs of modern workplaces, fueled by advances in technology and a commitment to innovation.

Konica Minolta is proud to be ranked on the Forbes 2025 America's Best Large Employers list, included on CRN’s MSP 500 list numerous times; recognized as the #1 Brand for Customer Loyalty in the MFP Office Copier…