Specialist I, Customer Operations

2 days ago

Edmonton, Alberta, Canada Ricoh Americas Holdings Full time $60,000 - $90,000 per year
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:

  • French is an asset but not required
  • 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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