Specialist, Customer Experience / Customer Engagement Administrator

Customer Experience Specialist / Administrator I, Customer Engagement – 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:

• 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

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.

Read Full Description