Client Service Representative III - Transactional Mail & Print Operations

Canon U.S.A., Inc.; Farnerville (NJ); On-site; USD 28,295 - 38,848; Full time

Job summary

Canon U.S.A., Inc. is seeking a site operations professional in Burlington, NJ to support copy/print production, mail, and office services. The role emphasizes customer service, strong communication, and adherence to account SLAs.

You will manage daily workflows, coordinate with staff, and serve as a main contact for client activity. Prior customer service experience and the ability to multitask are essential for success in this role.

Qualifications

• HS Diploma, GED, or equivalent experience required, plus 2 to 4 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.

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.
• 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.
• Point of escalation onsite to address and remediate client concerns.
• 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.

Skills

Customer service

Communication

Multitasking

Time management

Office equipment

Driving between client locations

Education

HS Diploma, GED, or equivalent experience

Job description

Location: US-NJ-Burlington

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

About the Role

Advanced proficiency in site operations and procedures with strong communication skills and the ability to receive and address client concerns in an effective and timely manner.

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.
• Participates in the development, preparation and presentation of formal reporting requirements to the client.
• Point of escalation onsite to address and remediate client concerns.
• Responsible for maintaining site procedure guide documenting workflow processes and procedures.
• 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.

Mail/Courier Services

• Responsible for prompt and accurate receiving, sorting, delivery, pick up, and processing of all courier items, interoffice mail, newspapers, magazines and all classed of United States Postal Services mail.
• Tracks courier and accountable items (FedEx, UPS, Certified Mail, etc).
• Researches and routes unidentified and generic mail.
• Receives, logs, delivers and tracks messenger items.
• Responds to customer requests.
• Performs routine upkeep of equipment.
• Records and tracks customer inquiries and fulfillment of requests.

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.

In accordance with applicable law, we are providing the anticipated rate for this role: $20.54 - 28.20 hourly

• HS Diploma, GED, or equivalent experience required, plus 2 to 4 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.

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.

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.