Customer Operations Specialist I

Jobtailor; Ottawa; On-site; CAD 42,000 - 54,000; Full time

Job summary

Jobtailor in Ottawa is seeking an Administrative Coordinator to support Ricoh Managed Document Services on-site at client locations. You will coordinate fleet optimization, data collection, and KPI reporting to ensure SLA alignment and professional client communications.

The role emphasizes bilingual (French and English) communication, independent work, and documentation of processes, with opportunities to contribute to process improvement and quarterly account reviews.

Qualifications

• Minimum 2 years of experience in an administrative role.
• Industry-related training and recognized certifications.
• Post-secondary education, including undergraduate, tech degree, diploma, or certificates.
• Must be able to communicate in French and English.
• Access to a vehicle is preferred for occasional client site meetings.
• Excellent communication skills and ability to conduct professional business communications.
• Proficiency in Microsoft Office applications, with demonstrated Excel skills.
• Self-directed ability to work independently.
• Ability to present a professional image to customers and vendors.

Responsibilities

• Deliver Ricoh Managed Document Services according to client contracts and SLAs on-site at named customer sites.
• Provide fleet optimization analysis and recommendations for technology utilization and continuous improvement.
• Assist in designing and documenting customer-environment processes and procedures.
• Assist with solution design and provide consultative input and analysis based on client best practices and standards.
• Manage fleet services, consumables, escalations, asset reporting, SLA compliance, data collection, and validation.
• Maintain customer satisfaction at agreed levels.
• Collect, analyze, and report KPIs; provide trend analysis and operational improvement recommendations.
• Deliver agreed service levels and work with the customer Help Desk to manage service issues and escalations.
• Monitor and manage consumables inventory.
• Maintain working knowledge of Ricoh vertical solutions, products, and software offerings.
• Assist with quarterly account reviews as required.

Skills

Fleet Management

Data Collection and Validation

Operational Improvement

Solution Design

Process Documentation

Excellent Communication Skills

Self-Directed Work Ethic

Professional Business Communication

Education

Post-secondary education

Industry-Related Training & Certifications

Tools

Microsoft Excel

Job description

• Deliver Ricoh Managed Document Services according to client contracts, SLAs, and Statements of Work through on-site presence at named customer sites.
• Provide fleet optimization analysis and recommendations for technology utilization and continuous improvement.
• Assist in designing and documenting customer-environment processes and procedures.
• Assist with solution design and provide consultative input and analysis based on client best practices and standards.
• Manage fleet services, consumables, escalations, asset reporting, SLA compliance, data collection, and validation.
• Maintain customer satisfaction at agreed levels.
• Collect, analyze, and report KPIs; provide trend analysis and operational improvement recommendations.
• Deliver agreed service levels and work with the customer Help Desk to manage service issues and escalations.
• Monitor and manage consumables inventory.
• Maintain working knowledge of Ricoh vertical solutions, products, and software offerings.
• Assist with quarterly account reviews as required.

Requirements

• Minimum 2 years of experience in an administrative role.
• Industry-related training and recognized certifications.
• Post-secondary education, including undergraduate, tech degree, diploma, or certificates.
• Must be able to communicate in French and English.
• Access to a vehicle is preferred for occasional client site meetings.
• Excellent communication skills and ability to conduct professional business communications.
• Proficiency in Microsoft Office applications, with demonstrated Excel skills.
• Self-directed ability to work independently.
• Ability to present a professional image to customers and vendors.

Core Competencies

Demonstrates expertise in Managed Document Services, including fleet optimization, service level agreement compliance, and customer satisfaction management. Proficient in data analysis and reporting, with strong communication skills in both French and English.

Highest-signal resume keywords

• Managed Document Services
• Fleet Optimization Analysis
• KPI Reporting and Trend Analysis
• Microsoft Office Proficiency
• Bilingual Communication (French and English)

ATS Optimization Keywords

Hard Skills

• Fleet Management
• Data Collection and Validation
• Operational Improvement Recommendations
• Solution Design
• Process Documentation

Soft Skills

• Excellent Communication Skills
• Self-Directed Work Ethic
• Professional Business Communication

Certifications & Qualifications

• Industry-Related Training and Certifications

Industry Keywords

• Service Level Agreements
• Customer Satisfaction
• Consumables Inventory Management
• Ricoh Vertical Solutions

Tools & Technologies

• Microsoft Excel