Under the Supervision of the Service Delivery Manager, the Operations Administrator also has overall responsibility for the Sales Order intake, Contract Maintenance, Customized Billing & 3rd Party Vendor Management for an assigned account. The role encompasses the customer experience, pre-sales and post-sales support activities, and manages order entry and contract processes and 3rd party vendor management.
Responsibilities
- Part of a team responsible for delivering Ricoh Managed Document Services in accordance to client contract, SLA and Statement of Work specifications primarily through remote work, in accordance with Ricoh Managed Document Services delivery standards defined by Ricoh;
- Collaborate and be the liaison between the Managed Services Team and cross-functional departments within Ricoh
- Coordination of transition activities relative to order taking and customer contract maintenance
- Deliver agreed levels of service (as defined in customer SLA) and work closely with customer Help Desk to monitor and manage service-related issues and escalations
- Occasionally support the management of Ricoh incident tickets assigned through the customer’s service ticketing system
- Assist in the design, development and documentation of printing support processes and procedures
- Service Level Agreement compliance - focusing on maximizing uptime, utilization and end-user satisfaction while minimizing costs
- Partners with Leasing, Accounts Receivables, Supply Chain, Technical Service and Finance to support monthly reconciliations and order tracking and delivery status
- Fleet optimization services/analysis and identifying opportunities for technology utilization and continuous improvement throughout term of the agreement
- Collect, analyze and report on KPI’s as well as provide trend analysis with recommendations for operational improvements in the customer environment for the specific service being supported;
- Prepare monthly and quarterly reports; conduct analysis and assist with client reviews as required;
- Ongoing management and physical execution of new installs, removals, relocations and disposals (IMAC-D);
- Provide support for the Supervisor/Service Delivery Manager;
- Other duties as assigned by manager.
Qualifications
- Post Secondary Education (Technical Degree, Diploma or Certificate)
- Minimum 2 years experience in roles with similar responsibility, scope or skills
- Previous administrative and customer service support experience
Skills
- Excellent verbal and written communication and presentation skills with proven ability to conduct professional business communications
- Proficient in MS Office applications with demonstrated Excel skills., Visio and SharePoint an asset.
- Proficient in Power BI, report generation, online workspace, data flow and remote gateway
- Experience with Baan or any ERP system considered a plus
- Working knowledge of scanning, networking and printing technologies
- Ability to work independently, or as part of a team and take initiative to improve the customer experience
- Ability to assess situations and act with a high level of urgency
- Ability to multitask in a fast paced operation and prioritize objectives
- Effective planning, organizational and time management skills
- Strong attention to detail
- Job Identification 2339
- Job Category Service Delivery
- Posting Date 11/21/2024, 10:11 PM
- Degree Level University
- Job Schedule Full time
- Locations Burnaby, BC, Canada Calgary, AB, Canada (Remote)
- Driving requirements Non-driver
- Relocation Option Relocation not available
