Area Customer Service Coordinator

Ricoh•Cleveland, OH

10h•$18 - $23

About The Position

Under the direction of the Enterprise Services Manager (ESM) or Area Operations Manager (AOM), the Area Customer Service Coordinator supports daily operations, implementations, expansions, and administration of Managed Services accounts within an assigned operational area. The role provides customer support at external customer facilities and requires knowledge of Ricoh Service Excellence Methodology, account service-delivery requirements, and Ricoh’s portfolio of solutions. The coordinator supplements onsite personnel at various customer locations and adapts to differing industries and service needs. Support may include covering absences or vacations, training, implementations, and other operational needs across the assigned area. The position involves travel between accounts and may require reporting to alternate sites, with schedule flexibility to accommodate site operating hours.

Requirements

High school diploma and 12 months of related work experience.
Intermediate skill with common software applications, including file-folder management and navigating network production folders.
Ability to work positively and productively with coworkers in a team environment.
Ability to adapt to changing situations, demonstrate flexibility and motivation, and act with a sense of urgency.
Basic math skills.
Sound judgment and ability to make justifiable decisions and solve problems.
Ability to perform repetitive work according to set procedures, sequences, or pace while maintaining quality and output standards.
Commitment to tasks and persistence in carrying out courses of action.
Excellent oral communication skills, including the ability to present information clearly in positive and negative circumstances.
Working knowledge of account services to facilitate job scheduling.
Ability to comprehend customer instructions, written or verbal, and translate them effectively to site resources.
Ability to resolve customer-related issues, troubleshoot, and coordinate problem resolution.
Proficiency using Microsoft applications and computers.
Ability to report to alternate sites, potentially involving walking, driving, or other transportation and commute time beyond the scheduled shift.
Ability to travel frequently by car locally and cover accounts within approximately 40–50 miles; may need to move between locations in one day.
May be required to have a valid, violation-free driver's license, reliable transportation, and minimum auto insurance coverage under Ricoh policy.
Ability to lift or move items weighing up to 50 pounds and push or pull wheeled machines weighing up to 400 pounds.
Ability to perform physical activities including extended standing, walking, bending, reaching, stretching, climbing, and walking between buildings.
Moderate dexterity and regular use of basic skills and equipment such as a calculator, keyboard, and hand tools, with eye-hand coordination.
Close vision.
Schedule flexibility; typical assignment hours are 8 a.m. to 5 p.m. Monday through Friday, but some sites operate as early as 6 a.m., until 7 p.m. or later, or on weekends.

Nice To Haves

Post-high-school education is encouraged and preferred.

Responsibilities

Support daily operations for contracted services at customer accounts within a geographical area.
Assist management with process improvement, procedural testing and validation, and field compliance with operational best practices.
Support Field Implementation Managers with new customer account implementations and service expansions.
Assist with onboarding new team members and cross-training peers.
Assist in developing Site Procedure Guides and sharing best practices across the geographical area.
Inspect Site Procedure Guides for accuracy and compliance.
Maintain knowledge of contracted services at assigned customer accounts.
Conduct daily visual inspections of site services and Ricoh and customer safety compliance.
Provide feedback on site experience through survey tools or other forms to improve customer experience.
Cover for absent or vacationing onsite resources, potentially including site management.
Travel between accounts to provide, execute, and support services.
Create and maintain a customer-focused environment and support customer satisfaction by engaging end-user feedback.
Escalate customer issues to the ESM or AOM and support resolution through completion.
Communicate effectively and respond promptly to customer and end-user communications.
Collect data and use tools and methods for Monthly Operations Reviews as directed.
Submit monthly expenses accurately and on time using proper coding requirements.
Perform other duties as assigned.