Client Service Representative II

Canon U.S.A., Inc.•Austin, TX

9d•$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 prompt communication with supervisors, management, and clients, contributing to the creation of a Site Procedure Guide, overseeing workflow and job balance to meet SLA requirements, and communicating/training the team on changes. Responsibilities may also include Copy/Print Production, Copy Center operations, 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 involves attending cross-functional trainings for coverage purposes and may require site responsibility changes based on client or division needs. Specific duties within Copy/Print Production include prompt and accurate reproduction of print requests, reviewing files, printing, punching, binding, assembling, sorting, laminating, and performing quality control checks. It also involves receiving, logging, delivering, and tracking activity for reporting, responding to customer requests, performing routine equipment upkeep and basic maintenance, and recording customer inquiries. For Device Maintenance, the role focuses on customer satisfaction through equipment performance and maintenance, following established processes, performing routine upkeep, evaluating equipment issues, delivering paper, assisting end-users, recording meter reads, maintaining service activity reports, and monitoring/restocking inventory. For Inventory Services, responsibilities include processing and monitoring inventory movement, analyzing activity, identifying slow-moving or low inventory, communicating inventory status, and conducting/reporting on physical inventories.

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.

Nice To Haves

This is a customer-facing role, and requires compliance with customer policies and protocols, which may include COVID-19 vaccination and other measures relating to COVID-19.

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 reproduction of all print requests.
Reviews electronic file for print readiness, prints documents, punches, binds, assembles, sorts, laminates and performs pre-delivery quality control check.
Receives, logs, delivers and tracks all activity for reporting purposes.
Responds to customer requests.
Performs routine upkeep and basic maintenance of equipment.
Records and tracks customer inquiries and fulfillment of requests.
Performs daily convenience care functions as needed.
Responsible for customer satisfaction through the performance and maintenance of reprographic equipment at customer location.
Follows daily, established maintenance processes and procedures.
Maintains routine upkeep of equipment including cleaning glass and surfaces, clearing paper jams, replenishing toner and loading paper.
Evaluates equipment issues and notifies service department if unable to resolve.
Delivers paper.
Assists end-users in basic functionality of equipment.
Records meter reads.
Maintains service activity reports.
Monitors supplies and restocks inventory.
Processes and monitors all inventory movement within assigned responsibilities, locations and organizations.
Analyzes ongoing activity of inventory.
Assists in identifying slow moving and obsolete inventory or when inventory levels are low.
Monitors and communicates status of inventory.
Initiates, conducts and reports on Physical Inventories.