Customer Relations Representative III

Canon Careers•Jamesburg, NJ

1d•$23 - $35•Hybrid

About The Position

About the Role Canon USA in Jamesburg, NJ is seeking a Customer Relations Representative III (Representative, Cust Rel III). The Customer Relations Representative III will answer phone calls and emails to generic department email box in a quality manner with a high degree of customer satisfaction. Investigate and resolve customer claims and inquiries including escalated issues. Answering non-routine questions that require deviation from standardized procedures. Investigate, analyze, and resolve complex customer service issues. Issues credits and refunds as needed and handles exceptional circumstances. May train more junior Customer Relations Representatives. Represents the organization to customers by providing information, responding to inquiries or troubleshooting. The standard work schedule for this position is 11:00 a.m. to 7:00 p.m. This position is full time and offers a hybrid work schedule requiring you to be in the office Monday, Tuesday and Wednesday and an option to work from home the remainder of the week (unless a specific business need arises requiring in office attendance on other days). Note that work schedules and office reporting requirements may change from time to time based on business needs. Your Impact - Responsible for answering non-routine questions that require deviation from standardized procedures - Investigate, analyze, and solve complex customer service, billing, technical, and other issues defined by the customer experience with Canon service and support - Requires extensive knowledge of the company's products and services - May train more junior Customer Relations Representatives - May focus on one critical account and assist sales team with analysis - Represents the organization to customers by providing information, responding to inquiries or troubleshooting product problems - Typically reports to a Supervisor or Manager - Level III employees have a full understanding of the job role and can apply their well-developed skill set to a range of tasks, some of which are difficult in nature - They work under minimal supervision, though decisions are made under the close supervision of managers About You: The Skills & Expertise You Bring - Typically requires general and/or vocational training plus 2 to 4 years of related experience - Excellent analytical, communication (verbal and written), and organizational skills - Knowledge of Canon's product lines and service policies and procedures - Experience with Google Applications - Ability to leverage technology to improve efficiency and accuracy We are providing the anticipated rate for this role: $23.47 - $35.14 hourly Company Overview About our Company - Canon U.S.A., Inc., is a leading provider of consumer, business-to-business, and industrial digital imaging solutions to the United States and to Latin America and the Caribbean markets. With approximately $28.5 billion in global revenue, its parent company, Canon Inc., as of 2024 has ranked in the top-10 for U.S. patents granted for 41 consecutive years†. Canon U.S.A. is dedicated to its Kyosei philosophy of social and environmental responsibility. To learn more about Canon, visit us at www.usa.canon.com and connect with us on LinkedIn at https://www.linkedin.com/company/canonusa . Who We Are Where Talent Fosters Innovation. Do you want your next professional experience to be filled with purpose and opportunity, world-class team members, and impactful work? Driven by our mission of exceeding customer expectations with our technologies and enriching the lives of our local communities and staff, we are a phenomenal team working collaboratively toward common goals. Our employees have a strong work ethic, creativity, and a cooperative spirit. We believe in integrity, respect, empowerment, and making a difference in the communities we serve. There is a strong sense of pride in what we do individually and together as a team. Join us and discover what it means to work for a global digital imaging leader with an unparalleled reputation for quality and innovation. What We Offer You’ll be joining a leader in digital imaging and innovation with an immense opportunity to make an impact and create your own rewarding career. We demonstrate commitment to our employees by offering a full range of rewards, including competitive compensation and benefits. And Even More Perks! -Employee referral bonus -Employee discounts -“Dress for Your Day” attire program (casual is welcome, based on your job function) -Volunteer opportunities to give back to our local community -Swag! A Canon welcome kit and official merch you can’t get anywhere else †Based on weekly patent counts issued by United States Patent and Trademark Office. All referenced product names, and other marks, are trademarks of their respective owners. Canon U.S.A., Inc. offers a competitive compensation package including medical, dental, vision, 401(k) Savings Plan, discretionary profit sharing, discretionary success sharing, educational assistance, recognition programs, vacation, and much more. A more comprehensive list of what we have to offer is available at https://www.usa.canon.com/about-us/life-at-canon/benefits-and-compensation We comply with all applicable federal, state and local laws, regulations, orders and mandates, including those we may be required to follow as a federal government contractor/subcontractor. You must be legally authorized to work in the United States. The Company will not pursue or support visa sponsorship. All applicants must reside in the United States at the time of hire. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. If you are not reviewing this job posting on our Careers’ site https://www.usa.canon.com/about-us/life-at-canon , we cannot guarantee the validity of this posting. For a list of our current postings, please visit us at https://www.usa.canon.com/about-us/life-at-canon . #CUSA Workstyle Description Hybrid - This position is full time and offers a hybrid work schedule requiring you to be in the office three days a week and an option to work from home the remainder of the week (unless a specific business need arises requiring in office attendance on other days). Note that work schedules and office reporting requirements may change from time to time based on business needs. Posting Tags #PM19 #LI-HYBRID #LI-JZ1

Requirements

Typically requires general and/or vocational training plus 2 to 4 years of related experience
Excellent analytical, communication (verbal and written), and organizational skills
Knowledge of Canon's product lines and service policies and procedures
Experience with Google Applications
Ability to leverage technology to improve efficiency and accuracy
Must be legally authorized to work in the United States.
All applicants must reside in the United States at the time of hire.

Responsibilities

Answer phone calls and emails to generic department email box in a quality manner with a high degree of customer satisfaction.
Investigate and resolve customer claims and inquiries including escalated issues.
Answer non-routine questions that require deviation from standardized procedures.
Investigate, analyze, and resolve complex customer service issues.
Issue credits and refunds as needed and handles exceptional circumstances.
May train more junior Customer Relations Representatives.
Represent the organization to customers by providing information, responding to inquiries or troubleshooting.
Responsible for answering non-routine questions that require deviation from standardized procedures
Investigate, analyze, and solve complex customer service, billing, technical, and other issues defined by the customer experience with Canon service and support
Requires extensive knowledge of the company's products and services
May train more junior Customer Relations Representatives
May focus on one critical account and assist sales team with analysis
Represent the organization to customers by providing information, responding to inquiries or troubleshooting product problems