Operations Administrator

Ricoh

  • Calgary, AB
  • Permanent
  • Temps-plein
  • Il y a 27 jours
Job Category: Service DeliveryJob Description:Operations AdministratorUnder the Supervision of the Service Delivery Manager, the Operations Administrator 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. Power BI, Visio and SharePoint an asset
  • Experience with Baan 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
About Us: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.

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