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Multi-Site Customer Service Representative

2 months ago

Franklin, Arkansas, United States Ricoh Americas Corporation Full time
Job Summary

We are seeking a highly skilled and experienced Customer Service Coordinator to join our team at Ricoh Americas Corporation. As a Customer Service Coordinator, you will play a critical role in supporting the daily operations of our managed services accounts within an assigned operational area.

Key Responsibilities
  • Assist management with process improvement, procedural testing, and validation to ensure field compliance with operational best practices.
  • Support the implementation of new customer accounts and service expansions, working closely with Field Implementation Managers.
  • Assist with onboarding new team members and cross-training peers to ensure a smooth transition.
  • Develop and maintain Site Procedure Guides, sharing best practices throughout the geographical area.
  • Routinely inspect Site Procedures Guides for accuracy and compliance.
  • Perform daily visual inspections of site services and Ricoh and customer compliance to safety standards.
  • Provide feedback on site experiences via survey tools or other forms to help improve the customer experience, internal and external.
  • May require standing in for absences or vacations of onsite resources, including site management.
  • Provides, executes, and supports all aspects of services, including traveling to and from various accounts.
  • Creates and maintains a customer-focused environment.
  • Responsible for customer satisfaction by engaging end-user feedback.
  • Responsible for escalating customer issues to ESM/AOM and supporting the resolution to completion.
  • Communicates effectively and responds quickly to customer and end-user communication.
  • Collects data and is knowledgeable of the tools and methods used for the completion of the Monthly Operations Review as directed.
Requirements
  • Requires high school diploma plus 12 months of related work experience. Post-high school education is encouraged and preferred.
  • Ability to move locations in one day, as required by the business, and cover accounts between 40-50 miles.
  • Valid, violation-free driver's license, reliable transportation, and minimum levels of auto insurance coverage per Ricoh policy.
  • Intermediate skill level on most common software applications, including file folder management and navigating to network production folders.
  • Maintain and accurately submit monthly expenses in a timely manner, following proper coding requirements.
Working Conditions

Typically, an office or warehouse environment with adequate lighting and ventilation, and a normal range of temperature and noise level.

Work assignments are diversified, and individuals must interpret, comprehend, and apply complex material, data, and instruction to prepare, provide, and convey diversified information.

Working conditions regularly expose individuals to conditions that could result in minor cuts.

Some physical effort is required, which may involve long periods of standing, walking, bending, reaching, stretching, climbing, or similar activities, as well as lifting or moving items weighing up to 50 lbs. and pushing or pulling machines on wheels, which may weigh up to 400 lbs., in order to move for repairs.

Walking between buildings may be necessary.

Specific vision abilities required by this job include close vision.

Frequent local car travel.