Area Customer Service Coordinator

Ricoh Electronics - Addison, IL

Full-time

Addison, IL

Machinery Manufacturing

About the position

The Area Customer Service Coordinator plays a crucial role in supporting the daily operations and administration of Managed Services Accounts within a designated geographical area. This position involves a variety of customer support tasks, requiring a comprehensive understanding of Ricoh's service delivery requirements and methodologies. The coordinator assists management in process improvements, onboarding new team members, and ensuring compliance with operational best practices, while also being adaptable to cover various locations as needed.

Responsibilities

• Support daily operations for all contracted services at customer accounts within a geographical area.
• Assist management with process improvement, procedural testing, and validation.
• Support Field Implementation Managers with the implementation of new customer accounts and service expansions.
• Assist with onboarding new team members and cross-training peers.
• Develop and maintain Site Procedure Guides and share best practices throughout the geographical area.
• Conduct routine inspections of Site Procedures Guide for accuracy and compliance.
• Perform daily visual inspections of site services and ensure compliance with safety standards.
• Provide feedback on site experience to improve customer satisfaction.
• Stand in for absences or vacations of onsite resources, including site management.
• Travel to and from various accounts to execute and support all aspects of services.
• Create and maintain a customer-focused environment and engage end-user feedback.
• Escalate customer issues to ESM/AOM and support resolution to completion.
• Communicate effectively and respond quickly to customer inquiries.
• Collect data for Monthly Operations Review as directed.

Requirements

• High school diploma plus 12 months of related work experience.
• Post High School education encouraged and preferred.
• Ability to move locations in one day as required by the business.
• Valid, violation-free driver's license and reliable transportation.
• Intermediate skill level in common software applications, including file folder management.
• Ability to maintain and submit monthly expenses accurately and timely.

Nice-to-haves

• Experience in customer service or operations management.
• Knowledge of Ricoh's service delivery methodologies.
• Familiarity with account services and job scheduling.

Benefits

• Full-time employment with potential for career advancement.
• Opportunities for professional development and training.