Office Floater

POSITION PROFILE

Under the direction of the Enterprise Services Manager (ESM) or Area Operations Manager (AOM) this key position supports daily operations, implementations, expansions, and administration of all Managed Services Accounts within an assigned operational area with varying sizes. Undertaking all customer support tasks in external customer/client facilities

The  Area Customer Service Coordinator is responsible for a broad knowledge of Ricoh Service Excellence Methodology, complete knowledge of account service delivery requirements and Ricoh portfolio of offered solutions.

Delivers operational support by assisting MS leadership by supplementing onsite personnel at various customer locations performing a wide range of duties requiring a versatile skill set and ability to adapt to varying industries. Additionally, they are required to support various locations for reasons that may include vacation, absences, training, implementations, etc. throughout assigned operational area.  

JOB DUTIES AND RESPONSIBILITIES

• An integral member of the service team by supporting the daily operations for all contracted services at customer accounts within a geographical area
• Assists management with process improvement, procedural testing and validation and ensuring field compliance with operational best practices.
• Support the Field Implementation Managers with the implementation of new customer accounts and service expansions.
• Assists with onboarding new team members and cross training peers
• Assists with the development of Site Procedure Guides and sharing best practices throughout geographical area.
• Routinely inspects Site Procedures Guide for accuracy and compliance.
• Knowledgeable of all contracted services within assigned customer accounts.
• Performs daily visual inspection of site services and Ricoh and customer compliancy to safety.
• Provide feedback on site experience via survey tool or any other forms to help improve the customer experience, internal and external.
• May require “standing in” for absences or vacations of the onsite resources, that may also include site management.
• Provides, executes, and supports all aspects of services, which entails 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 issue to Ricoh Leadership and support 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.
• Performs other duties as assigned.