About the role
Administrator I, Customer Engagement
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:
- 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
- Excellent verbal and written communication skills
- Ability to work in a time sensitive and deadline driven environment
- Flexible and adaptable
- Customer service focused
- Independent and self-motivated
About Ricoh
For more than 50 years, the PFU group of companies ("PFU") has been developing technologies to accelerate digital transformation for organizations around the world—including our state-of-the-art fi Series and ScanSnap document scanners.
PFU Limited was founded in 1960, and our joint-venture roots weave back to 1973 when we joined PANAFACOM, a consortium of companies including Fujitsu and Panasonic that developed the first minicomputers. Years later, in 1987, USAC Denshi and PANAFACOM merged to establish PFU Limited (PANAFACOM, USAC). In 1983, PFU Limited launched its first document scanner.
PFU has been committed to manufacturing and supporting digital transformation-focused products for our customers and partners for decades. From introducing the first flatbed scanner to building the best-selling fi-7160, our innovative spirit and solution-forward technologies have helped us achieve and maintain our top spot as a leader in document scanners.
In 2022, we joined the Ricoh Group of companies and changed our name from Fujitsu Document Scanners to Ricoh Document Scanners. Besides the change in branding, our customers and partners can expect the same level of excellence, quality, and reliability. The R&D, manufacturing, sales, marketing, and services that our customers and partners know and trust will stay exactly the same.
We are dedicated to bringing best-in-class consumer and enterprise document scanners to organizations everywhere, helping them move forward in a more connected, sustainable world.
About the role
Administrator I, Customer Engagement
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:
- 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
- Excellent verbal and written communication skills
- Ability to work in a time sensitive and deadline driven environment
- Flexible and adaptable
- Customer service focused
- Independent and self-motivated
About Ricoh
For more than 50 years, the PFU group of companies ("PFU") has been developing technologies to accelerate digital transformation for organizations around the world—including our state-of-the-art fi Series and ScanSnap document scanners.
PFU Limited was founded in 1960, and our joint-venture roots weave back to 1973 when we joined PANAFACOM, a consortium of companies including Fujitsu and Panasonic that developed the first minicomputers. Years later, in 1987, USAC Denshi and PANAFACOM merged to establish PFU Limited (PANAFACOM, USAC). In 1983, PFU Limited launched its first document scanner.
PFU has been committed to manufacturing and supporting digital transformation-focused products for our customers and partners for decades. From introducing the first flatbed scanner to building the best-selling fi-7160, our innovative spirit and solution-forward technologies have helped us achieve and maintain our top spot as a leader in document scanners.
In 2022, we joined the Ricoh Group of companies and changed our name from Fujitsu Document Scanners to Ricoh Document Scanners. Besides the change in branding, our customers and partners can expect the same level of excellence, quality, and reliability. The R&D, manufacturing, sales, marketing, and services that our customers and partners know and trust will stay exactly the same.
We are dedicated to bringing best-in-class consumer and enterprise document scanners to organizations everywhere, helping them move forward in a more connected, sustainable world.