Bilingual (French and English) Customer Experience Specialist - Contract role
About the role
Bilingual (French and English) Customer Engagement Administrator / Customer Experience Specialist - Contract role
The Customer Engagement Administrator plays a pivotal role in local support of the national sales organization. The primary objective of the Customer Engagement Administrator is to act as a local resource to provide knowledge and support on use of tools and processes used every day by the sales organization. The Customer Engagement Administrator position removes the internal and customer sales process from the sales rep once the contract is signed. They coordinate all post signature sales activities to ensure proper sales execution and to remove administrative tasks from the Sales Reps.
RESPONSIBILITIES:
- Supports sales with lease trade-up requests
- Supports Sales with credit application requests
- Supports Sales with Business Partner requests - new and changes
- Support Sales with Data gathering and portfolio management
- Coordinate agreement approvals and legal requirements
- Supports deal structure and selection
- Prepares order documents in Salesforce
- Submits and enters revenue generating sales orders (Cash, Leases, Rentals, Refin. and Cr.& Rebills
- Performs sales order audit and validation
- Actions sales order deficiencies
- Engages directly with customers for minor agreement adjustments (initials etc.)
- Supports Sales and the Delivery team with customer quarterly business reviews (QBRs)
- Provides order status and tracking to Sales and customer, as applicable
- Supports and coordinate customer delivery requirements with Supply Chain
- Provides back-order reporting and ETA by working closely with Supply Chain
- Manage and process all miscellaneous orders (one off removals, relocations, wholesale, BT, ITAs')
- Provides customers with copies of invoices and agreements, as requested
- Coordinate customer disputes with the Shared Services team
- Works in a shared mailbox to manage requests
- Provides local support for basic user issues with SFDC and other sales related systems and processes
- Serve as a central point of contact and support for the sales rep for post sales order-related issues
- Assists customers with equipment relocation needs.
- Assists with service reporting
- Suggest ways to improve processes on an ongoing basis to drive efficiency and effectiveness
- Liaison with other departments such as contracts, supply chain, AR, MDS/RMS, Leasing, Service Delivery to resolve issues for customers
- CRS Support and resolution (investigate, follow-ups, obtain approvals)
- Assists in execution of national sales programs and events locally.
- Other duties as assigned by manager
EDUCATION & EXPERIENCE:
- Post-Secondary Education (minimum 3 years) and/or relevant experience
- Minimum of 3 years of customer support/customer service-related experience
- Minimum of 3 years of billing/order-support experience is preferred
SKILLS:
- Excellent verbal and written communication skills in French and English
- Demonstrated proficiency with Baan and Salesforce.com (or experience with other CRM/Order platforms)
- Demonstrated proficiency with Office 365 applications including Word, Excel and PowerPoint
- Strong interpersonal skills; comfortable working with all levels of Management and key stakeholders
- Ability to work in a time sensitive and deadline driven environment
- Flexible and adaptable
- Customer service focused
- Independent and self-motivated
About Ricoh Canada Inc.
There’s no such thing as too much information. We bring people, processes, and technology together to turn TMI into powerful results.
At Ricoh, we unlock the power of information so organizations can unlock the full potential of their people. We're a leader in information management and digital services, creating competitive advantage for over 1.4 million businesses across the globe.
Our team of 90,000 employees serve a vast array of industries, using an innovative mix of people, processes, and technology to free trapped and hidden insights. We believe having access to the right information translates to better business agility, more human experiences, and the ability to thrive in today's age of hybrid and borderless work. At Ricoh, there's no such thing as TMI. #WeLoveTMI https://www.ricoh.ca/en
Nous n’avons jamais trop d’information. Nous réunissons les gens, les processus et la technologie pour transformer l’information en puissants résultats.
Chez Ricoh, nous libérons le pouvoir de l’information pour que les organisations puissent exploiter pleinement le potentiel de leur personnel. Nous sommes un chef de file dans les services de gestion de l’information et les services numériques et permettons à plus de 1,4 million d’entreprises partout dans le monde d’acquérir un avantage concurrentiel.
Notre équipe de 90 000 employés sert un vaste éventail d’industries grâce à la diversité et à l’innovation de ses talents, de ses processus, de ses technologies et de l’information cachée et libérée. Nous croyons que l’accès à la bonne information se traduit par une grande agilité opérationnelle, par des expériences plus humaines et par la capacité à prospérer en cette époque actuelle de travail hybride et sans frontières. Chez Ricoh, nous n’avons jamais trop d’information.
Bilingual (French and English) Customer Experience Specialist - Contract role
About the role
Bilingual (French and English) Customer Engagement Administrator / Customer Experience Specialist - Contract role
The Customer Engagement Administrator plays a pivotal role in local support of the national sales organization. The primary objective of the Customer Engagement Administrator is to act as a local resource to provide knowledge and support on use of tools and processes used every day by the sales organization. The Customer Engagement Administrator position removes the internal and customer sales process from the sales rep once the contract is signed. They coordinate all post signature sales activities to ensure proper sales execution and to remove administrative tasks from the Sales Reps.
RESPONSIBILITIES:
- Supports sales with lease trade-up requests
- Supports Sales with credit application requests
- Supports Sales with Business Partner requests - new and changes
- Support Sales with Data gathering and portfolio management
- Coordinate agreement approvals and legal requirements
- Supports deal structure and selection
- Prepares order documents in Salesforce
- Submits and enters revenue generating sales orders (Cash, Leases, Rentals, Refin. and Cr.& Rebills
- Performs sales order audit and validation
- Actions sales order deficiencies
- Engages directly with customers for minor agreement adjustments (initials etc.)
- Supports Sales and the Delivery team with customer quarterly business reviews (QBRs)
- Provides order status and tracking to Sales and customer, as applicable
- Supports and coordinate customer delivery requirements with Supply Chain
- Provides back-order reporting and ETA by working closely with Supply Chain
- Manage and process all miscellaneous orders (one off removals, relocations, wholesale, BT, ITAs')
- Provides customers with copies of invoices and agreements, as requested
- Coordinate customer disputes with the Shared Services team
- Works in a shared mailbox to manage requests
- Provides local support for basic user issues with SFDC and other sales related systems and processes
- Serve as a central point of contact and support for the sales rep for post sales order-related issues
- Assists customers with equipment relocation needs.
- Assists with service reporting
- Suggest ways to improve processes on an ongoing basis to drive efficiency and effectiveness
- Liaison with other departments such as contracts, supply chain, AR, MDS/RMS, Leasing, Service Delivery to resolve issues for customers
- CRS Support and resolution (investigate, follow-ups, obtain approvals)
- Assists in execution of national sales programs and events locally.
- Other duties as assigned by manager
EDUCATION & EXPERIENCE:
- Post-Secondary Education (minimum 3 years) and/or relevant experience
- Minimum of 3 years of customer support/customer service-related experience
- Minimum of 3 years of billing/order-support experience is preferred
SKILLS:
- Excellent verbal and written communication skills in French and English
- Demonstrated proficiency with Baan and Salesforce.com (or experience with other CRM/Order platforms)
- Demonstrated proficiency with Office 365 applications including Word, Excel and PowerPoint
- Strong interpersonal skills; comfortable working with all levels of Management and key stakeholders
- Ability to work in a time sensitive and deadline driven environment
- Flexible and adaptable
- Customer service focused
- Independent and self-motivated
About Ricoh Canada Inc.
There’s no such thing as too much information. We bring people, processes, and technology together to turn TMI into powerful results.
At Ricoh, we unlock the power of information so organizations can unlock the full potential of their people. We're a leader in information management and digital services, creating competitive advantage for over 1.4 million businesses across the globe.
Our team of 90,000 employees serve a vast array of industries, using an innovative mix of people, processes, and technology to free trapped and hidden insights. We believe having access to the right information translates to better business agility, more human experiences, and the ability to thrive in today's age of hybrid and borderless work. At Ricoh, there's no such thing as TMI. #WeLoveTMI https://www.ricoh.ca/en
Nous n’avons jamais trop d’information. Nous réunissons les gens, les processus et la technologie pour transformer l’information en puissants résultats.
Chez Ricoh, nous libérons le pouvoir de l’information pour que les organisations puissent exploiter pleinement le potentiel de leur personnel. Nous sommes un chef de file dans les services de gestion de l’information et les services numériques et permettons à plus de 1,4 million d’entreprises partout dans le monde d’acquérir un avantage concurrentiel.
Notre équipe de 90 000 employés sert un vaste éventail d’industries grâce à la diversité et à l’innovation de ses talents, de ses processus, de ses technologies et de l’information cachée et libérée. Nous croyons que l’accès à la bonne information se traduit par une grande agilité opérationnelle, par des expériences plus humaines et par la capacité à prospérer en cette époque actuelle de travail hybride et sans frontières. Chez Ricoh, nous n’avons jamais trop d’information.