Customer Experience Specialist

2 days ago

Mississauga, Ontario, Canada Ricoh Canada Inc. Full time

Customer Experience Specialist - 1 year Contract role

The Customer Experience Specialist/ Customer Engagement Administrator plays a pivotal role in local support of the national sales organization. The primary objective of the Customer Engagement Administrator is to act as a local resource to provide knowledge and support on use of tools and processes used every day by the sales organization. The Customer Engagement Administrator position removes the internal and customer sales process from the sales rep once the contract is signed. They coordinate all post signature sales activities to ensure proper sales execution and to remove administrative tasks from the Sales Reps.

RESPONSIBILITIES:

  • Supports sales with lease trade-up requests
  • Supports Sales with credit application requests
  • Supports Sales with Business Partner requests - new and changes
  • Support Sales with Data gathering and portfolio management
  • Coordinate agreement approvals and legal requirements
  • Supports deal structure and selection
  • Prepares order documents in Salesforce
  • Submits and enters revenue generating sales orders (Cash, Leases, Rentals, Refin. and Cr.& Rebills
  • Performs sales order audit and validation
  • Actions sales order deficiencies
  • Engages directly with customers for minor agreement adjustments (initials etc.)
  • Supports Sales and the Delivery team with customer quarterly business reviews (QBRs)
  • Provides order status and tracking to Sales and customer, as applicable
  • Supports and coordinate customer delivery requirements with Supply Chain
  • Provides back-order reporting and ETA by working closely with Supply Chain
  • Manage and process all miscellaneous orders (one off removals, relocations, wholesale, BT, ITAs')
  • Provides customers with copies of invoices and agreements, as requested
  • Coordinate customer disputes with the Shared Services team
  • Works in a shared mailbox to manage requests
  • Provides local support for basic user issues with SFDC and other sales related systems and processes
  • Serve as a central point of contact and support for the sales rep for post sales order-related issues
  • Assists customers with equipment relocation needs.
  • Assists with service reporting
  • Suggest ways to improve processes on an ongoing basis to drive efficiency and effectiveness
  • Liaison with other departments such as contracts, supply chain, AR, MDS/RMS, Leasing, Service Delivery to resolve issues for customers
  • CRS Support and resolution (investigate, follow-ups, obtain approvals)
  • Assists in execution of national sales programs and events locally.
  • Other duties as assigned by manager

EDUCATION & EXPERIENCE:

  • Post-Secondary Education (minimum 3 years) and/or relevant experience
  • Minimum of 3 years of customer support/customer service-related experience
  • Minimum of 3 years of billing/order-support experience is preferred

SKILLS:

  • Excellent verbal and written communication skills. Preference would be given to candidates fluently bilingual in French and English
  • Demonstrated proficiency with Office 365 applications including Word, Excel and PowerPoint
  • Demonstrated proficiency with Baan and (or experience with other CRM/Order platforms)
  • Strong interpersonal skills; comfortable working with all levels of Management and key stakeholders
  • Ability to work in a time sensitive and deadline driven environment
  • Flexible and adaptable
  • Customer service focused
  • Independent and self-motivated

Salary- $42,000- $46,000/year

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