Job Description

Position

Customer Experience Representative - Ricoh IT and Communication Services

Location

Burnaby, British Columbia



This role can be based in Mississauga, Calgary, Edmonton, Burnaby or Kelowna

We want you to join our customer centric team whose passion it is to Empower Digital workplaces!

At Ricoh, we aren\xe2\x80\x99t satisfied with keeping pace with today\xe2\x80\x99s complex work environments, we are setting the pace. We are reimagining the workplace.

Our high-performance workplace is powered by a team that thrives. We offer a friendly culture with a focus on wellbeing and work life balance. Flexible work options, a time off purchase program, great physical and mental health benefits, employee discount and recognition programs are only some of the advantages of working at Ricoh.

We are a family that promotes positive manager relationships and on-going learning & development that nurtures professional growth and career advancement.

Discover what you are capable of in an environment where your growth is supported, and your success is celebrated.

Customer Experience Representative \xe2\x80\x93 Ricoh IT and Communication Services

The Customer Experience Representative \xe2\x80\x93 Ricoh IT and Communication Services (CXR) is a customer-facing role that focuses on driving customer satisfaction and retention of existing Ricoh IT and Communication Services (RCAiTs) customers.

The CXR will build and maintain excellent Customer relationships and is accountable for supporting key post-sale activities including initial deployment, adoption, and on-going support of Ricoh Services.

Duties & Responsibilities:

• Maintain customer relationships and provide post-sale support throughout customers\xe2\x80\x99 journey with Ricoh.
• Own service and support issues en-route to resolution while acting as the face of Ricoh for customers.
• Collaborate closely with cross-functional team members to coordinate, prioritize and resolve potential customer issues including credit, billing and communication.
• Establish and manage ongoing customer meetings in both virtual and face-to-face environments (pending customers\xe2\x80\x99 needs).
• Manage and support contract renewals.
• Create and present monthly service results in a scorecard format.
• Develop and deliver presentations to internal and external Customers and stakeholders.
• Identify and refer growth opportunities to Sales.
• Facilitate with non-customer-facing operational tasks including backorder reports.
• Contribute to continuous improvement efforts by identifying opportunities on processes, workflows and interactions.
• Facilitate customers\xe2\x80\x99 participation in case studies, testimonials and seek out references.
• Other duties as assigned by manager.

Continued

Qualifications:

• Experience in customer-facing roles including customer service and/or customer support roles, preferably in a technical environment \xe2\x80\x93 3+ years strongly preferred.
• Bachelor\xe2\x80\x99s degree or equivalent experience.
• Proven track record in simultaneously managing multiple customer accounts while maintaining relationships with both business and technical stakeholders.
• Ability to understand majority of large enterprise IT and Security concepts and adaptable to change.
• ITIL certification or ITIL framework understanding would be preferred

Skills:

• Clear and effective communicator with Customers and colleagues that conveys thoughts, both written and verbally, listening attentively and asks questions for clarification and understanding, including in a remote work environment.
• Proven experience in building strong internal and external relationships.
• Tact and poise in high pressure situations when working through customer issues.
• Talent for solving challenging problems and situations using an organized and logical approach. Looks beyond the obvious to understand the root cause of problems.
• Drive and self-motivation and well-suited to thrive in a remote environment.
• A quick learner who can navigate and work effectively in a fast-paced environment where process and procedures may evolve quickly.
• Ability to manage a portfolio of customers with complex services.
• Focuses time/energy on the most critical issues/opportunities. Clearly understand how to assess the importance of tasks and decisions.
• Collaborates with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs.
• Detail and process oriented.

Other Requirements:

• Preference would be given to candidates with valid driver\xe2\x80\x99s license

Ricoh is an information management and digital services company connecting technology, processes, and people in progressive business around the world. Ricoh is a recognized leader in document workflow, process automation, digital transformation, and security. Every day our 90,000+ global employees work with big and small companies\' optimizing their end-to-end business solutions.

REF-23-01282

Ricoh