eCommerce Customer Success Executive

MAGMAS; Northampton; On-site; GBP 30,000 - 40,000; Full time

Job summary

Ricoh is seeking an eCommerce Customer Success Executive to drive the online customer experience for the Ricoh eShop (TReS) and One Ricoh Portal (ORP). You will ensure accurate product configurations, pricing, and catalog data while supporting internal teams to maximise digital sales and service excellence.

The role emphasises customer engagement, platform quality, and collaboration with Sales, IT, and Product Marketing to align with business goals and customer needs.

Qualifications

• Experience in ecommerce, customer service or digital support environment.
• Strong customer focus with excellent communication skills.
• Excellent attention to detail and problem-solving abilities.

Responsibilities

• Platform management: maintain Tres & ORP ensuring accuracy and a seamless customer experience, configure products, pricing, catalogues, user access, and approvals.
• Provide primary contact for Tres and ORP queries; investigate incidents and advise on best practices.
• Monitor platform performance and user activity; identify improvements and support testing of new functionality.

Skills

Ecommerce experience

Customer service

Communication skills

Attention to detail

Excel

Power BI

CRM systems

Tools

Power BI

CRM systems

Job description

About Ricoh A global leader in digital services, recognised for innovation, sustainability and a people-first culture. We feature in the Gartner Magic Quadrant, are listed in the Global 100 Most Sustainable Companies, and have been named one of Forbes' World's Best Employers 2025. At Ricoh, we believe people do their best work when they feel valued and supported. We create inclusive workplaces where you can grow, contribute, and make a positive impact while helping to build a more sustainable future. Find your place. Transform your future Our purpose is centred on understanding and improving how people work. By focusing on real working experiences, we support individuals to develop their skills, realise their potential and do work that feels meaningful. People transform when they Love What They Do This belief sits at the heart of The Ricoh Promise. It guides how we recruit, how we support our people, and how we work together every day, creating an environment where you can grow, feel valued and make a difference. When you join us, you are encouraged to share your ideas, challenge the way things are done, and work with others to build something better. If you are looking for a place where your voice is heard, your development is supported, and your work feels meaningful, you will feel at home at Ricoh.

What you will be doing

As an eCommerce Customer Success Executive, you will play a pivotal role in ensuring the success and growth of both The Ricoh eShop (TReS) and the One Ricoh Portal (ORP). You'll be responsible for delivering an exceptional online experience, driving customer engagement, and supporting internal teams to maximise digital sales and service excellence. The successful candidate will act as a key contact for customers both internal and external ensuring platforms remain accurate, functional, and aligned with customer needs whilst supporting the wider eCommerce strategy.

Key Responsibilities

• Platform Management Manage and maintain Tres & ORP to ensure accuracy and a seamless customer experience Configure products, pricing, catalogues, user access, and approval workflows. Create and implement platform updates and enhancements based on customer requirements. Conduct regular audits to ensure platform data is current and compliant with business standards.
• Customer Support Act as a primary point of contact for Tres and ORP related queries and issues. Investigate and resolve incidents within agreed service levels. Provide guidance and training to internal and external customers on platform functionality and best practices.
• Operational Excellence Monitor platform performance and user activity. Identify process improvements to enhance customer experience and internal efficiency. Support testing and implementation of new functionality, system upgrades, and releases. Maintain accurate documentation of platform configurations and procedures.
• Cross-Functional Collaboration Work closely with Sales, Customer Services, IT, Supply Chain, and Product Marketing teams. Support onboarding of new customers onto the eCommerce platforms. Participate in customer meetings and project activities as required. Collaborate with stakeholders to ensure solutions meet both customer and business requirements.
• Data & Reporting Produce and maintain reports on platform usage, customer activity, and revenue Analyse trends and recommend actions to improve engagement and adoption. Support KPI tracking and continuous improvement initiatives.

Essential Experience

You will ideally have Essential Experience working within an eCommerce, customer service, or digital support environment. Strong customer focus with excellent communication skills. Ability to manage multiple priorities and work independently. Excellent attention to detail and problem-solving abilities. Strong Microsoft Office skills, particularly Excel.

Desirable Experience

managing B2B eCommerce platforms. Experience with customer onboarding and training. Understanding of data analysis and reporting (Power BI preferred) Experience working with CRM systems.

Personal Attributes

Customer-centric mindset. Proactive and results oriented. Strong organisational skills. Excellent stakeholder management abilities. Adaptable and willing to learn new technologies. Collaborative team player with a positive attitude.

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In return for your commitment, you can expect

At Ricoh, work should feel meaningful, supportive and fulfilling. The Ricoh Promise shapes your experience through four pillars that bring our culture to life.

Love to Connect

You become part of a global community built on openness, inclusion and genuine collaboration. Across teams, countries and roles, you'll find people who listen, involve and encourage you - helping you feel valued and able to be yourself every day.

Love to Grow

Your development truly matters to us. With access to learning pathways, mentoring and career opportunities across functions and countries, you'll be supported to stretch your skills, explore new directions and stay future-ready in a changing world.

Love to Give Back

Purpose is part of how we work. You'll have opportunities to make a difference through volunteering, sustainability initiatives and community programmes that reflect our shared values and commitment to positive impact.

Love to Succeed

Success at Ricoh is something we pursue together. You'll benefit from fair rewards, flexible working, wellbeing resources and real recognition - including programmes such as the Imagine. Change. Awards, where colleagues celebrate each other's achievements.

We are an equal opportunities employer We believe that diverse perspectives make us stronger, and we welcome applications from people of all backgrounds, identities, and experiences. Our hiring decisions are based on skills, experience and potential, and we are committed to creating a fair and inclusive recruitment process. If you require any reasonable adjustments at any stage of the recruitment journey, please let us know and we will support you to bring your best self forward.