Customer Operations Specialist

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:

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