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Specialist I, Customer Operations

icon building Company : Ricoh Americas Holdings
icon briefcase Job Type : Full Time
icon geo-alt Ottawa, Canada

Job Description - Specialist I, Customer Operations

Description






 








Supervisor I, Customer Operations






Responsibilities:

  • Responsible for delivering Ricoh Managed Document Services in accordance to client contract, SLA and Statement of Work specifications through on-site presence at a named customer site, in accordance with Ricoh Managed Document Services delivery standards defined by RCL

  • Fleet optimization services/analysis and recommendations for technology utilization and Continuous Improvement throughout term of the agreement

  • Assist in the design and development of processes and procedures specific to support in the customer environment as well as creating the accompanying documentation

  • Assist in solution design and provide consultative input and analysis based on client "Best Practices" and standards (following standard operating procedures)

  • Fleet and services management: consumables, escalation support, asset reporting, Service Level Agreement compliance and standards management through device/asset reporting, data collection and validation vs. predetermined measures

  • Maintain customer satisfaction at agreed levels

  • Collect, analyze and report on KPI's as well as provide trend analysis with recommendations for operational improvements in the customer environment

  • Deliver agreed levels of service (as defined in customer SLA) and work closely with customer Help Desk to monitor and manage all service related issues and escalations

  • Consumables Inventory monitoring and management

  • Ensure a working knowledge of all Ricoh vertical solution, product and software offerings

  • Assist with quarterly account reviews as required

Education & Experience:

  • Minimum 2 years experience in an administrative role

  • Industry related training and recognized certifications

  • Post-secondary (undergraduate, tech degree, diploma or certificates)

Skills:

  • Must be able to communicate in French and English

  • Access to a vehicle is preferred for occasional client site meetings

  • Excellent communication skills with proven ability to conduct professional business communications

  • Proficient in MS Office applications with demonstrated Excel skills

  • Self directed with the ability to work independently

  • Present a professional image at all times to customers and vendors







 




 



 




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About the Company

Ricoh Americas Holdings

Come Create at Ricoh: If you are seeking a team driven by passion and purpose, come create with us at Ricoh. We are a team of information seekers and customer-obsessed collaborators who aspire to deliver the services, solutions, and technologies that empower business success. We are looking for tale...

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