Under the direction of the Enterprise Services Manager (ESM) or Area Operations Manager (AOM), this key position supports daily operations, implementations, expansions, and administration of all Managed Services Accounts within an assigned operational area of varying sizes. The role involves undertaking customer support tasks at external customer/client facilities.
The Area Customer Service Coordinator is expected to have a broad understanding of Ricoh’s Service Excellence Methodology, complete knowledge of account service delivery requirements, and familiarity with Ricoh’s portfolio of offered solutions.
This role delivers operational support by assisting MS leadership and supplementing onsite personnel at various customer locations. Duties require a versatile skill set and the ability to adapt to different industries. Support may be needed at various locations due to vacation, absences, training, implementations, etc.
Job Duties and Responsibilities Support daily operations for all contracted services at customer accounts within a geographical area. Assist management with process improvement, procedural testing, validation, and field compliance. Support Field Implementation Managers with new account setups and service expansions. Help onboard new team members and cross-train peers. Contribute to the development and maintenance of Site Procedure Guides and share best practices. Routinely inspect Site Procedure Guides for accuracy and compliance. Maintain knowledge of all contracted services within assigned accounts. Perform daily visual inspections of site services and ensure compliance with safety standards. Provide feedback on site experience to improve customer experience. Stand in for absences or vacations of onsite resources, including site management. Travel to and support various accounts as needed. Create and maintain a customer-focused environment. Ensure customer satisfaction through engagement and feedback. Escalate customer issues to ESM/AOM and support resolution. Communicate effectively and respond promptly to customer inquiries. Collect data and support Monthly Operations Review processes. Perform other duties as assigned. Qualifications (Education, Experience, Certifications) High school diploma required; post-secondary education preferred. Minimum 12 months of related work experience. Ability to travel between locations (up to 40–50 miles) as needed. May require a valid, violation-free driver’s license, reliable transportation, and minimum auto insurance coverage per Ricoh policy. Intermediate proficiency in common software applications and file management. Must accurately submit monthly expenses in a timely manner. Knowledge, Skills, and Abilities Ability to work in a team environment and maintain positive relationships. Adaptability, flexibility, motivation, and urgency. Basic math skills. Sound judgment and decision-making skills. Ability to perform repetitive tasks while maintaining quality standards. Commitment to task completion. Strong oral communication skills. Working knowledge of account services and job scheduling. Ability to comprehend and translate instructions effectively. Customer issue resolution and troubleshooting skills. Proficiency in Microsoft Office and general computer use. Willingness to report to alternate sites, which may involve longer commutes. Typically works in office/warehouse environments with standard conditions. Working Conditions, Mental and Physical Demands Office or warehouse environment with standard lighting, ventilation, and noise levels. Diverse work assignments requiring interpretation and application of complex information. Exposure to minor physical risks (e.g., cuts). Physical effort including standing, walking, bending, lifting (up to 50 lbs), and pushing/pulling equipment (up to 400 lbs). Moderate dexterity and regular use of tools and technology. Close vision required. Frequent local travel by car. Flexible schedule required; some sites may operate outside standard business hours, including weekends.Note: The above statements describe the general nature and level of work performed. They are not intended to be an exhaustive list of all responsibilities, skills, or working conditions associated with the role.