WorkMyWay

Under the direction of the Enterprise Services Manager (ESM) or Area Operations Manager (AOM), this key role supports daily operations, implementations, expansions, and administration of all Managed Services Accounts within an assigned operational area. Responsibilities include customer support tasks at external client facilities.

The Area Customer Service Coordinator must possess broad knowledge of Ricoh Service Excellence Methodology, full understanding of account service delivery requirements, and familiarity with Ricoh’s portfolio of solutions. This role delivers operational support by supplementing onsite personnel across various customer locations, adapting to diverse industries and needs.

• Support daily operations for all contracted services at customer accounts within a geographical area.
• Assist management with process improvement, procedural testing, and field compliance.
• Support Field Implementation Managers with new account setups and service expansions.
• Help onboard new team members and cross-train peers.
• Develop and maintain Site Procedure Guides; share best practices across the area.
• Routinely inspect Site Procedure Guides for accuracy and compliance.
• Maintain knowledge of all contracted services within assigned accounts.
• Conduct daily visual inspections for service quality and safety compliance.
• Provide feedback via survey tools to enhance customer experience.
• Stand in for onsite personnel during absences or vacations, including site management.
• Travel between accounts to provide and support services.
• Foster a customer-focused environment and ensure satisfaction through end-user engagement.
• Escalate customer issues to ESM/AOM and support resolution.
• Communicate effectively and respond promptly to customer inquiries.
• Collect data and utilize tools for Monthly Operations Review.
• Perform other duties as assigned.

• 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).
• Valid, violation-free driver’s license and reliable transportation required.
• Intermediate proficiency in common software applications and network folder navigation.
• Timely and accurate submission of monthly expenses with proper coding.

• Team-oriented with strong interpersonal skills.
• Flexible, motivated, and responsive to changing situations.
• Basic math proficiency.
• Sound judgment and problem-solving ability.
• Capable of performing repetitive tasks with consistent quality.
• Committed to task completion and follow-through.
• Strong oral communication skills in varied circumstances.
• Working knowledge of account services and job scheduling.
• Ability to comprehend and translate customer instructions.
• Skilled in customer issue resolution and troubleshooting.
• Proficient in Microsoft Office and general computer use.
• Willingness to report to alternate sites, potentially requiring extended commute times.
• Comfortable in office/warehouse environments with standard lighting and noise levels.

• Office or warehouse setting with standard environmental conditions.
• Diverse work assignments requiring interpretation and application of complex data.
• Exposure to minor physical risks (e.g., cuts).
• Physical activity including standing, walking, bending, lifting (up to 50 lbs), and pushing/pulling equipment (up to 400 lbs).
• Regular use of basic tools and equipment; close vision required.
• Frequent local travel by car.
• Flexible scheduling required; some sites may operate outside standard business hours or on weekends.

Note: This profile outlines the general nature and level of work performed. It is not an exhaustive list of responsibilities, skills, or working conditions.