Specialist, Account Management

Specialist, Account Management

POSITION PROFILE

This position is responsible for complex problem resolution and/or order management/processing for Ricoh's largest customers and/or dealer partners. Provides high level relationship management with internal and external customers by demonstrating prompt and thorough attention to issues and requests. Responsible for business retention by assisting with Service Level Agreement adherence and ensuring overall customer satisfaction. This position will identify the root cause of problems encountered by internal and external customers and will actively propose solutions. Ability to fully support the customer cross functionally and interacts with other members of the organization as required, in support of the customer and Ricoh. Supports Strategic and Enterprise level customers, along with dealers and their partnered accounts in all aspects of either the Billing or Order Management function. Responsible for the management of accounts that produce high levels of revenue for Ricoh or have significant complexity in their business requirements.

This position provides top levels of customer service and escalation support to internal and external customers, with focus to resolving complex issues. Interacts with other members of the organization as required, in support of the customers and Ricoh.

Job Duties and Responsibilities

�· Serves as a focal point to assist with resolving customer issues or providing support for large and/or complex orders received by Sales partners.

�· Will have full ownership of internal/external customer inquiries, providing timely customer service support on issues related to billing, order status, delivery, cancelation, etc.

�· Performs all tasks and activities related to Billing and/or Order Management.

�· Works in conjunction with internal customers and/or dealers at the highest level to resolve discrepancies that may have resulted in customer dissatisfaction or non-payment.

�· Facilitates the resolution of issues as assigned to ensure optimal customer satisfaction levels

�· Works independently to identify root cause of problems encountered by the customer with the ability to identify resolution needed and communicate an action plan to correct and mitigate additional issues.

�· Maintains database integrity by ensuring verification of customer information and file maintenance (i.e., contact information, customer account changes, addresses, phone #, equipment ID #, etc)

�· Provides training on all Ricoh Order/Lease/Maintenance and/or Dealer agreements and supports questions regarding standard options.

�· Drives Service Level Agreement Compliance to ensure that all commitments and customer expectations are met or exceeded

�· Responsible for management of the functional process for assigned customers to include (but, not limited):

o Order Processing, Lease Funding,

o Contract Management, Billing Resolution, Invoice Administration

�· Partnership with the following groups to ensure all customer expectations are met:

o Sales and Sales Leadership, Technology Services/Managed Services, Customer Success, Leasing, Accounts Receivable, Supply Chain, Dealers

�· Level of interaction with the customers at all levels

o Interaction with Director, VP, C-Level Employees, as well as Managing Partner and General Counsel of Law Firms

�· Written Communication with customer to include:

o Meeting Minutes, Actions Plans, CAD's (entry project management)

�· Ability to facilitate calls with internal and external customers with little to no supervision

�· Provides complex reporting/spreadsheets as requested by customer and/or Sales professional.

�· Creates efficiencies in interdepartmental practices and processes.

�· Assists Specialists and Sr. Specialists with complex issues acting as a coach or mentor to junior peers.

�· Performs other duties as assigned.

Qualifications (Education, Experience and Certifications)

Typically Required:

�· Four-year college degree preferred or equivalent business experience in business environment

�· Requires 3+ years of business experience, including any combination of Ricoh and/or general business; 1-2 years of Customer Billing or Order Management experience is required.

KNOWLEDGE, Skills And Abilities

�· Considerable knowledge of the job requirements. Complete acquaintance with & understanding of the general and detailed aspects of the role, and their practical applications to problems and situations encountered.

�· Ability to effectively communicate with all levels of management, employees, customers

�· Must possess skills using MS Office Suite, including Microsoft Excel, PowerPoint and MS Project

�· Requires strong math skills.

�· Strong analytical skills

�· Requires proficiency with Microsoft Excel and Word.

�· PC experience and aptitude are required.

�· Possesses strong customer orientation and telephone skills.

�· Possesses excellent interpersonal and communication skills.

�· Possesses excellent organizational skills and ability to multi-task.

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.

�· Limited supervision and no instructions needed on routine work, and general instructions given on new lines of work or special projects.

�· Makes daily contact with Sales personnel, operations personnel, sales and operational management and other organizational personnel to resolve issues and answer questions.

�· Some overtime is required to meet deadlines.

�· Work assignments for this position generally are complex and require critical thinking.

�· Work has stress due to multiple cutoffs throughout the month, consistent response time demands by other departments.

�· 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.