Client Service Representative II

Canon U.S.A., Inc.; Austin (TX); On-site; USD 2,369,472 - 3,219,451; Full time

Benefits offered by this job

Employee discounts

Dress for Your Day attire

Volunteer opportunities

Canon welcome kit

Job summary

Canon U.S.A., Inc. seeks a Client Service Representative II to join our on-site team in Austin, TX. The role emphasizes exceptional customer service, process adherence, and cross-functional support across copy/print, device maintenance, and inventory tasks.

Responsibilities include timely client communication, issue resolution, and maintaining service activity records. Some travel and OT may be required.

Qualifications

• HS Diploma or equivalent; 1–2 years in customer service.
• Good computer skills/technical knowledge.
• Ability to multitask and meet deadlines.
• Strong customer service and communication skills.
• Ability to work with minimal supervision.
• May require OT; driving between client locations and a valid driver's license.
• Ability to lift up to 50 lbs and stand/walk for extended periods.

Responsibilities

• Inform supervisor of potential problems or customer concerns.
• Respond to management and client requests via emails, calls, texts, and verbal.
• Provide excellent customer service and client liaison.
• Create and update the Site Procedure Guide to document account processes.
• Oversee daily/ monthly service activity records and SLA adherence.
• Train team on workflow changes and ensure coverage when short-staffed.
• Handle Copy/Print Production, Device Maintenance, and Inventory tasks as needed.

Education

HS Diploma or equivalent

Job description

Client Service Representative II

Location: US-TX-Austin

Company: Canon U.S.A., Inc.

Requisition ID: 34672

Category: Office Services

Position Type: Full-Time

Workstyle: Full-Time On Site

About the Role

Advanced proficiency in site operations and procedures with ability to assign tasks to colleagues and manage responsibilities within the team.

Your Impact

• Main Responsibilities:
  • Promptly informs supervisor of potential problems or customer concerns.
  • Promptly reviews and responds to management and client requests via emails, phone calls, text messages and verbal.
  • Strong focus on providing good customer service.
  • Contributes to the creation of the Site Procedure Guide to ensure all account processes are properly recorded.
  • Oversees workflow and job balance between staff and ensures tasks are completed within account SLA requirements.
  • Responsible for communicating and training team in changes to workflow or procedure.
  • Oversees and manages daily and monthly records on service activity.
  • Effectively communicates with the client and staff.
  • Where appropriate, may serve as main point of contact to the client for daily activity and participate in client meetings on account activity.
  • Responsibilities may include Copy/Print Production/Copy Center, Copier Maintenance, Mail/Courier Services, Reception/Office Services, Shipping/Receiving, Inventory Services, Warehouse, File Room/Records File Services based on assigned location.
  • Attends cross-functional trainings to ensure ability to provide coverage when short-staffed.
  • Site responsibility and location of coverage may change based on client and/or division needs.
• Copy/Print Production/Copy Center:
  • Responsible for prompt and accurate reproduction of all print requests.
  • Reviews electronic file for print readiness, prints documents, punches, binds, assembles, sorts, laminates and performs pre-delivery quality control check.
  • Receives, logs, delivers and tracks all activity for reporting purposes.
  • Responds to customer requests.
  • Performs routine upkeep and basic maintenance of equipment.
  • Records and tracks customer inquiries and fulfillment of requests.
  • Performs daily convenience care functions as needed.
• Device Maintenance:
  • Responsible for customer satisfaction through the performance and maintenance of reprographic equipment at customer location.
  • Follows daily, established maintenance processes and procedures.
  • Maintains routine upkeep of equipment including cleaning glass and surfaces, clearing paper jams, replenishing toner and loading paper.
  • Evaluates equipment issues and notifies service department if unable to resolve.Delivers paper.
  • Assists end-users in basic functionality of equipment.
  • Records meter reads.
  • Maintains service activity reports.
  • Monitors supplies and restocks inventory.
• Inventory Services:
  • Processes and monitors all inventory movement within assigned responsibilities, locations and organizations.
  • Analyzes ongoing activity of inventory.
  • Assists in identifying slow moving and obsolete inventory or when inventory levels are low.
  • Monitors and communicates status of inventory.
  • Initiates, conducts and reports on Physical Inventories.

About You: The Skills & Expertise You Bring

Please note: this is a customer-facing role, and requires compliance with customer policies and protocols, which may include COVID-19 vaccination and other measures relating to COVID-19.

• HS Diploma, GED, or equivalent experience required, plus 1 to 2 years of related experience.
• Prior experience in a customer service environment.
• Good computer skills/technical knowledge.
• Ability to multitask and prioritize in order to meet deadlines.
• Good customer service and communication skills.
• Ability to work with minimal supervision.
• Ability to work OT as needed.
• Required to take all necessary steps to obtain security and/or other clearances required by customers to enter the customers' premises.
• May require driving between multiple client locations, may also require a personal vehicle (valid driver's license and acceptable driving record necessary).
• Ability to lift up to 50lbs.
• Ability to spend extended periods of time standing, bending, walking, reaching, and pulling while performing duties.

In accordance with applicable law, we are providing the anticipated rate for this role: $17.20 - $23.37 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.

Workstyle Description

Full-Time On Site - This position requires full-time presence at your assigned office(s)/worksite(s)/territory on your scheduled work days.