Specialist I, Customer Operations

Ricoh Americas Holdings; Edmonton; On-site; CAD 60,000 - 80,000; Full time

Job summary

A leading technology services provider is looking for a Supervisor I in Customer Operations to ensure the delivery of Managed Document Services at client sites. The role involves monitoring service standards, improving operations, and maintaining customer satisfaction. Candidates should have at least 2 years of administrative experience, relevant certifications, and strong communication and MS Office skills. This position is crucial for sustaining client relationships and delivering excellent service levels.

Qualifications

• Minimum 2 years experience in an administrative role.
• Industry related training and recognized certifications.
• Post-secondary education in relevant fields.

Responsibilities

• Deliver Managed Document Services per client contracts.
• Assist in fleet optimization and continuous improvement.
• Design processes to support customer environments.
• Manage service levels and monitor customer satisfaction.
• Conduct KPI analysis and provide trend recommendations.

Skills

Excellent communication skills

MS Office proficiency

Self-directed

French (asset)

Access to vehicle (preferred)

Education

Post-secondary education (undergraduate, tech degree, diploma)

Industry-related training and certifications

Job description

Supervisor I , Customer Operations

Responsibilities

• Responsible for delivering Ricoh Managed Document Services in accordance to client contract, SLA and Statement of Work specifications through on-site presence at a named customer site, in accordance with Ricoh Managed Document Services delivery standards defined by RCL
• Fleet optimization services/analysis and recommendations for technology utilization and Continuous Improvement throughout term of the agreement
• Assist in the design and development of processes and procedures specific to support in the customer environment as well as creating the accompanying documentation
• Assist in solution design and provide consultative input and analysis based on client "Best Practices" and standards (following standard operating procedures)
• Fleet and services management: consumables, escalation support, asset reporting, Service Level Agreement compliance and standards management through device/asset reporting, data collection and validation vs. predetermined measures
• Maintain customer satisfaction at agreed levels
• Collect, analyze and report on KPI's as well as provide trend analysis with recommendations for operational improvements in the customer environment
• Deliver agreed levels of service (as defined in customer SLA) and work closely with customer Help Desk to monitor and manage all service related issues and escalations
• Consumables Inventory monitoring and management
• Ensure a working knowledge of all Ricoh vertical solution, product and software offerings
• Assist with quarterly account reviews as required

Education & Experience

• Minimum 2 years experience in an administrative role
• Industry related training and recognized certifications
• Post-secondary (undergraduate, tech degree, diploma or certificates)

Skills

• French is an asset but not required
• Access to a vehicle is preferred for occasional client site meetings
• Excellent communication skills with proven ability to conduct professional business communications
• Proficient in MS Office applications with demonstrated Excel skills
• Self directed with the ability to work independently
• Present a professional image at all times to customers and vendors