Area Customer Service Coordinator

3 months ago

New Delhi, India YO HR CONSULTANCY Full time
Area Customer ServiceCoordinatorExperience:13 years Location:Mountain View CA94043Work Type:Onsite
Roles& Responsibilities
  • Under thedirection of the Enterprise Services Manager (ESM) or AreaOperations Manager (AOM) this key position supports dailyoperations implementations expansions and administration of allManaged Services Accounts within an assigned operational area withvarying sizes.
  • Undertaking all customersupport tasks in external customer/client facilities The AreaCustomer Service Coordinator is responsible for a broad knowledgeof ClientsService Excellence Methodology complete knowledge ofaccount service delivery requirements and Ricoh portfolio ofoffered solutions.
  • Delivers operationalsupport by assisting MS leadership by supplementing onsitepersonnel at various customer locations performing a wide range ofduties requiring a versatile skill set and ability to adapt tovarying industries.
  • Additionally they arerequired to support various locations for reasons that may includevacation absences training implementations etc. throughout assignedoperational area.
  • Job Duties andResponsibilities
  • An integral member of theservice team by supporting the daily operations for all contractedservices at customer accounts within a geographical area
  • Assists management with process improvementprocedural testing and validation and ensuring field compliancewith operational best practices.
  • Support theField Implementation Managers with the implementation of newcustomer accounts and service expansions.
  • Assists with onboarding new team members and cross training peers
  • Assists with the development of SiteProcedure Guides and sharing best practices throughout geographicalarea.
  • Routinely inspects Site ProceduresGuide for accuracy and compliance
  • Knowledgeable of all contracted services within assigned customeraccounts
  • Performs daily visual inspection ofsite services and Ricoh and customer compliancy to safety.
  • Provide feedback on site experience viasurvey tool or any other forms to help improve the customerexperience internal and external.
  • May requirestanding in for absences or vacations of the onsite resources thatmay also include site management.
  • Providesexecutes and supports all aspects of services which entailstraveling to and from various accounts.
  • Creates and maintains a customerfocused environment
  • Responsible for customer satisfaction byengaging enduser feedback.
  • Responsible forescalating customer issue to ESM/AOM and support the resolution tocompletion.
  • Communicates effectively andresponds quickly to customer and end user communication
  • Collects data and is knowledgeable of thetools and methods used for the completion of the Monthly OperationsReview as directed
  • Performs other duties asassigned


MinimumQualifications
  • Requires high schooldiploma plus 12 months of related work experience.
  • Post High School education encouraged andpreferred
  • Could be required to move locationsin one day should the business require it.
  • Also ability to cover accounts between 4050miles
  • May require valid violationfree drivers license along with reliable transportation and minimum levels ofauto insurance coverage per Clients policy.
  • Requires intermediate skill level on most common softwareapplications including file folder management and navigating tonetwork production folders.
  • Must maintain andaccurately submit monthly expenses in a timely manner followingproper coding requirements.
  • Knowledge Skillsand Abilities
  • Possesses ability to work in ateam environment by maintaining positive productive relationshipswith coworkers
  • Possesses ability to adapt tochanging situations flexibility high motivation and sense ofurgency.
  • Possesses basic math skills.
  • Possesses judgment in making soundjustifiable decisions and taking action in solving problems.
  • Possesses ability to perform repetitive workby continuously executing different tasks according to setprocedures sequence or pace while maintaining quality and outputstandards.
  • Possesses commitment to task byhaving started and persisted with specific courses of action.
  • Possesses excellent oral communication skillsby being able to clearly present information through the spokenword in positive and negative circumstances.
  • Possesses working knowledge of account services to facilitate jobscheduling.
  • Possesses ability to comprehendwritten and verbal instructions from customers and effectivelytranslate to site resources
  • Possesses abilityto resolve customer related issues.
  • Possessesability to troubleshoot and coordinate problem resolution.
  • Possesses proficiency in the use of Microsoftand computers.
  • Routinely may be asked toreport to an alternate site on any given day which could result inwalking driving or other modes of transportation to that alternatesite and a longer commute time that exceeds scheduled shift
  • Typically an office / warehouse environmentwith adequate lighting and ventilation and a normal range oftemperature and noise level Working Conditions Mental and PhysicalDemands
  • Typically an office or warehouseenvironment with adequate lighting and ventilation and a normalrange of temperature and noise level
  • Workassignments are diversified. Interpret comprehend and apply complexmaterial data and instruction prepare provide and conveydiversified information
  • Working conditionsregularly expose individuals to conditions that could result inminor cuts
  • Some physical effort is requiredwhich may involve long periods of standing walking bending reachingstretching climbing or similar activities as well as lifting ormoving items weighing up to 50 lbs. and in pushing or pullingmachines on wheels which may weigh up to 400 lbs. in order to movefor repairs. Walking between buildings may be necessary.
  • Moderate dexterity regular application ofbasic skills (calculator keyboard hand tools eye/hand coordination.
  • Specific vision abilities required by thisjob include close vision
  • Frequent local cartravel
  • While most assignment hours are 85Monday through Friday schedule flexibility is required.
  • Some sites may open at 6AM and some may notclose until 7PM or later with other locations that are open on theweekend and other times mayvary.

customersatisfaction,customer service,management,microsoft,customersupport,communication skills,process improvement,customer,problemresolution,operational support,operations

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