Customer Service Management Jobs at Ricoh with Visa Sponsorship

INTRODUCTION

This position is responsible for supervising the Dealer Order Management and Parts team by providing operational support to the Ricoh Dealer Channel and Sales personnel. Will assist in identifying the root cause of problems brought to the team by internal and external customers. Ensures issues are resolved to prevent future disputes or issues. Responsible for managing the Area/Region order pipeline to support revenue forecasting and analysis, and to provide proactive issue resolution to optimize the flow of orders to invoice. Works with Accounts Receivables team on collection issues and customer disputes requiring a high degree of account management. Accountable for department policy and procedures. Trained to handle and conduct job performance counseling and will conduct this activity as needed. Manages all functions related to ensuring timely, accurate processing and invoicing of orders; swaps, warranty, damage claims, and lease administration at the highest degree of quality while ensuring customer satisfaction and reducing overall invoice correction.

ROLE AND RESPONSIBILITIES

• Staffs, manages, and motivates team of 10 to 15 non-exempt employees.
• Conducts team member's performance appraisals with management approval.
• Tracks and records payroll for direct reports.
• Ensures team executes objectives by use of departmental plans, Individual Development Plan (IDP) and performance reviews.
• Support and enforces department goals for accurate revenue and key performance indicators.
• Communicate and support department policy and procedure.
• Assists team members in identifying the root cause of complex problems encountered by customers with the ability to identify resolution needed to communicate an action plan to Sr. Leadership.
• Will work in conjunction with internal and external customers at the highest level to ensure accurate and timely resolution of problems, billing, or order entry issues to resolve/prevent delinquent payment.
• Monitors and documents monthly activities and performance of the department, i.e. service level and abandon rate.
• Coordinates development and training for respective team.
• Responsible for developing strong working relationships with internal and external customers.
• Ability to deliver clear and concise communication to internal partners, customer, and senior leadership.
• Responsible for the end-to-end process to include all aspects of Order Management and Parts.
• Accountable for the timely flow of orders through the process pipeline with the objective of minimizing cycle time while maximizing productivity and quality.
• Reinforces a One Team mindset by collaborating with internal partners which include: Customer Engagement, Accounts Receivable, Sales, Dealer Services, Supply Chain, and Technology Services.
• Recommends and/or supports innovative procedures to improve productivity and efficiency while ensuring the highest level of quality.
• Monitors/reviews monthly activities and performance of respective team.
• Participates in the hiring, selecting, and developing a talented and diverse workforce.
• Responsible for ensuring that excellent customer service is consistently delivered to all internal and external customers.
• Ability to facilitate professional meetings with internal and external customers with little to no supervision.
• Maintains efficient workflow by holding teammates accountable for quality and efficiency of their work.
• Completes reports and other paperwork accurately and timely.
• Performs other duties as assigned.

BASIC QUALIFICATIONS

Typically Required:

• Requires minimum of 3 years of business experience or minimum of 2 years of supervisory experience.

Typically Preferred:

• Strongly prefer 4-year college degree; business degree is preferred. Will consider previous experience in a customer service/account resolution environment.

KNOWLEDGE, Skills And Abilities

• Ability to effectively communicate with all levels or management, employees, and customer
• Strong analytical skills.
• PC knowledge and experience are required along with financial aptitude
• Possesses excellent customer service telephone skills and email etiquette.
• Possesses ability to maintain strict confidentiality.
• Possesses leadership skills and ability to work independently.
• Possesses ability to review and understand general instructions - prepare, provide, and convey diversified information.
• Exceptional teamwork skills required.
• Possesses ability to effectively handle challenging customer situations.
• Must have superior oral and written communication skills in positive and negative circumstances.
• Must possess skills using MS Office Suite, including Excel, Word and PowerPoint.
• Possesses ability to motivate individuals and groups by creating a positive work environment.
• Possesses ability to establish effective communication with team members by encouraging open and honest communication and in receiving and giving feedback.
• Possesses excellent organizational skills and ability to multi-task.
• Ability to manage conflict to a mutually beneficial resolution.

WORKING CONDITIONS, MENTAL AND PHYSICAL DEMANDS

• Typically works in an office environment with adequate lighting and ventilation, and a normal range of temperature and noise level.
• Makes daily contact with internal partners to resolve issues and answer questions.
• Makes daily external contact with customers, agencies, vendors, etc.
• Work assignments are highly diversified. New alternatives are regularly developed. There is often no precedent established for problems encountered.
• A frequent volume of work and deadlines impose strain on routine basis.
• Minimal physical effort is required. Work is mostly sedentary but does require walking, standing, bending, reaching, lifting, or carrying objects that typically weigh less than 10 lbs. (e.g., papers, books, files, and small parts, etc.).
• Requires moderate dexterity - regular application of basic skills (calculator, keyboard, hand tools, eye/hand coordination).

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.