Client Service Representative III

Canon U.S.A., Inc.•Town of Grand Chute, WI

9d•Onsite

About The Position

This role requires advanced proficiency in site operations and procedures, strong communication skills, and the ability to effectively and promptly address client concerns. The Client Service Representative III will be responsible for overseeing workflow, ensuring tasks are completed within SLA requirements, and communicating/training the team on changes to workflow or procedure. This position may also serve as the main point of contact for daily client activity, participate in client meetings, and assist in the development and presentation of formal reporting. The role involves being an onsite point of escalation for client concerns and maintaining a site procedure guide. Responsibilities can vary based on the assigned location and may include Copy/Print Production, Mail/Courier Services, Reception/Office Services, Shipping/Receiving, Inventory Services, Warehouse, and File Room/Records Services. The role also requires attending cross-functional trainings for coverage purposes and may involve changes in site responsibility or location based on client and/or division needs. Specific duties within Copy/Print Production include accurate reproduction of print requests, reviewing electronic files, printing, binding, assembling, sorting, laminating, performing quality control checks, logging, delivering, tracking activity, responding to customer requests, performing routine equipment upkeep and basic maintenance, and recording customer inquiries and fulfillment.

Requirements

HS Diploma, GED, or equivalent experience required.
2 to 4 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

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.
Strong focus on providing good customer service.
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.
Participates in the development, preparation and presentation of formal reporting requirements to the client.
Point of escalation onsite to address and remediate client concerns.
Responsible for maintaining site procedure guide documenting workflow processes and procedures.
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.