Client Service Representative II

Canon U.S.A., Inc.•Addison, TX

11d•$17 - $23•Onsite

About The Position

This role requires advanced proficiency in site operations and procedures, with the ability to assign tasks to colleagues and manage team responsibilities. The Client Service Representative II will be responsible for overseeing workflow, ensuring tasks are completed within account SLA requirements, and communicating/training the team on changes to workflow or procedure. Responsibilities may include Copy/Print Production/Copy Center, Copier Maintenance, Mail/Courier Services, Reception/Office Services, Shipping/Receiving, Inventory Services, Warehouse, and File Room/Records File Services, depending on the assigned location. The role also involves prompt and accurate receiving, sorting, delivery, pick up, and processing of various mail and courier items, tracking accountable items, and responding to customer requests. This is a customer-facing role and requires compliance with customer policies and protocols, which may include COVID-19 vaccination and other measures. The position may require driving between multiple client locations and may necessitate a personal vehicle.

Requirements

HS Diploma, GED, or equivalent experience required, plus 1 to 2 years of related experience.
Prior experience in a customer service environment.
Good computer skills/technical knowledge.
Ability to multitask and prioritize in order to meet deadlines.
Good customer service and communication skills.
Ability to work with minimal supervision.
Ability to work OT as needed.
Required to take all necessary steps to obtain security and/or other clearances required by customers to enter the customers' premises.
May require driving between multiple client locations, may also require a personal vehicle (valid driver's license and acceptable driving record necessary).
Ability to lift up to 50lbs.
Ability to spend extended periods of time standing, bending, walking, reaching, and pulling while performing duties.
Must be legally authorized to work in the United States.
All applicants must reside in the United States at the time of hire.
The Company will not pursue or support visa sponsorship.

Responsibilities

Promptly informs supervisor of potential problems or customer concerns.
Promptly reviews and responds to management and client requests via emails, phone calls, text messages and verbal.
Contributes to the creation of the Site Procedure Guide to ensure all account processes are properly recorded.
Oversees workflow and job balance between staff and ensures tasks are completed within account SLA requirements.
Responsible for communicating and training team in changes to workflow or procedure.
Oversees and manages daily and monthly records on service activity.
Effectively communicates with the client and staff.
Where appropriate, may serve as main point of contact to the client for daily activity and participate in client meetings on account activity.
Responsibilities may include Copy/Print Production/Copy Center, Copier Maintenance, Mail/Courier Services, Reception/Office Services, Shipping/Receiving, Inventory Services, Warehouse, File Room/Records File Services based on assigned location.
Attends cross-functional trainings to ensure ability to provide coverage when short-staffed.
Site responsibility and location of coverage may change based on client and/or division needs.
Responsible for prompt and accurate receiving, sorting, delivery, pick up, and processing of all courier items, interoffice mail, newspapers, magazines and all classed of United States Postal Services mail.
Tracks courier and accountable items (FedEx, UPS, Certified Mail, etc).
Researches and routes unidentified and generic mail.
Receives, logs, delivers and tracks messenger items.
Responds to customer requests.
Performs routine upkeep of equipment.
Records and tracks customer inquiries and fulfillment of requests.