Specialist I, Customer Operations

Job summary

The Specialist is responsible for delivering managed document services, ensuring SLA compliance, and performing fleet optimization analysis at client sites. They also manage consumables inventory, report on KPIs, and provide consultative support for operational improvements.

Job details

Supervisor I, Customer Operations Responsibilities: * Responsible for delivering Ricoh Managed Document Services in accordance to client contract, SLA and Statement of Work specifications through on-site presence at a named customer site, in accordance with Ricoh Managed Document Services delivery standards defined by RCL * Fleet optimization services/analysis and recommendations for technology utilization and Continuous Improvement throughout term of the agreement * Assist in the design and development of processes and procedures specific to support in the customer environment as well as creating the accompanying documentation * Assist in solution design and provide consultative input and analysis based on client "Best Practices" and standards (following standard operating procedures) * Fleet and services management: consumables, escalation support, asset reporting, Service Level Agreement compliance and standards management through device/asset reporting, data collection and validation vs. predetermined measures * Maintain customer satisfaction at agreed levels * Collect, analyze and report on KPI's as well as provide trend analysis with recommendations for operational improvements in the customer environment * Deliver agreed levels of service (as defined in customer SLA) and work closely with customer Help Desk to monitor and manage all service related issues and escalations * Consumables Inventory monitoring and management * Ensure a working knowledge of all Ricoh vertical solution, product and software offerings * Assist with quarterly account reviews as required Education & Experience: * Minimum 2 years experience in an administrative role * Industry related training and recognized certifications * Post-secondary (undergraduate, tech degree, diploma or certificates) Skills: * Must be able to communicate in French and English * Access to a vehicle is preferred for occasional client site meetings * Excellent communication skills with proven ability to conduct professional business communications * Proficient in MS Office applications with demonstrated Excel skills * Self directed with the ability to work independently * Present a professional image at all times to customers and vendors Come Create at Ricoh: If you are seeking a team driven by passion and purpose, come create with us at Ricoh. We are a team of information seekers and customer-obsessed collaborators who aspire to deliver the services, solutions, and technologies that empower business success. We are looking for talented, inspired individuals to join us to help drive high-performance team and our commitment to excellence. Ricoh is an integrated solutions provider and partner that connects people and technology, creates outstanding customer experiences, and delivers innovation for businesses worldwide. We empower digital workplaces by enabling individuals to work smarter from any location and harness the power of information—how it is collected, stored, managed, and shared—to unlock the potential in every organization. We deliver services and technologies that inspire our customers’ success and guide them toward a better and more sustainable future. If you are seeking a purpose-driven and passionate team, come create with us, and help drive our high-performance culture of excellence into tomorrow. Invest in Yourself: At Ricoh, you can: * Select the medical, dental, life, and disability insurance coverage that fits your needs. * Contribute to your financial security with Ricoh Canada’s Retirement plan, with company matching contributions. * Augment your education with team member tuition assistance programs. * Enjoy paid vacation time and paid holidays annually. * Tap into many other benefits to enhance your health, wellness such and ongoing personal and professional development.

What you’ll do

The Specialist is responsible for delivering managed document services, ensuring SLA compliance, and performing fleet optimization analysis at client sites. They also manage consumables inventory, report on KPIs, and provide consultative support for operational improvements.

Requirements

Candidates must have at least 2 years of administrative experience and a post-secondary degree, diploma, or certificate. Proficiency in MS Office, strong communication skills, and the ability to work independently are required.

Benefits

• Medical insurance • Dental insurance • Life insurance • Disability insurance • Retirement plan • Company matching contributions • Tuition assistance • Paid vacation • Paid holidays

Listed skills

• Problem solving · Preferred
• Data analysis · Preferred
• Microsoft Excel · Preferred
• Inventory management · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer operations
• Fleet optimization
• SLA compliance
• Data analysis
• KPI reporting
• Process design
• Inventory management
• Communication skills
• MS Office
• Excel
• Problem solving
• Consultative input
• Asset reporting
• Escalation support
• Technical documentation
• Business Success
• Solution Design
• Inventory Monitoring
• Self-Discipline
• Bilingual (French/English)
• Microsoft Excel
• Business Communication
• Management
• Customer Service
• Communication
• Continuous Improvement Process
• Data Collection
• Standard Operating Procedure
• Help Desk Support
• Innovation
• Key Performance Indicators (KPIs)
• Microsoft Office
• Operations
• Service-Level Agreement
• Trend Analysis

Job areas

• Customer Service & Support
• Administrative
• Technology
• Consulting
• Customer Operations Specialist
• Scheduler / Operations Coordinator
• Stock Clerks
• Production, Planning, and Expediting Clerks