Area Customer Service Coordinator.Managed Services Onsite

Area Customer Service Coordinator
Dearborn, MI(onsite)
11+ Months Contract
M-F (8:00 AM - 5:00 PM)

Driving: Yes, you will need to drive a personal car. MVR is needed; Ricoh will pay mileage. If the employee is hired directly by Ricoh, they would continue to do the same job.

Summary

The Area Customer Service Coordinator supports daily operations and service delivery across multiple Ricoh Managed Services customer locations within an assigned geographical area. This role provides onsite support for mail services, print production, document handling, equipment supplies, service requests, and general customer service activities. The coordinator assists with new account implementations, service expansions, employee onboarding, process improvements, and compliance with established procedures. The ideal candidate demonstrates strong customer service, adaptability, problem-solving skills, and the ability to travel between locations, manage changing priorities, and work effectively in a fast-paced environment.

Responsibilities

• Support daily operations and contracted services across multiple customer accounts within the assigned geographical area.
• Perform onsite mailroom, print production, document assembly, and general office support activities.
• Answer phone calls, respond to customer inquiries, replenish printer toner, and coordinate equipment service requests.
• Assist with new account implementations, service expansions, onboarding, and cross-training of team members.
• Provide temporary coverage for onsite personnel and site management during absences, vacations, training, or operational needs.
• Assist management with process improvements, procedural testing, and compliance with operational best practices.
• Develop, update, and routinely inspect Site Procedure Guides to ensure accuracy and compliance.
• Conduct daily visual inspections of site services and verify adherence to safety requirements.
• Maintain a customer-focused environment by gathering feedback, responding promptly to inquiries, and addressing service concerns.
• Escalate customer issues to the Enterprise Services Manager or Area Operations Manager and support resolution through completion.
• Collect operational data and assist with preparing Monthly Operations Reviews as directed.
• Travel between assigned customer locations, potentially covering multiple sites in one day and locations approximately 40–50 miles apart.
• Maintain accurate monthly expense reports and submit expenses promptly using the required coding procedures.
• Perform other duties as assigned.

Qualifications

• High school diploma or equivalent required, with at least 12 months of related work experience.
• Postsecondary education preferred.
• Strong customer service, verbal communication, and interpersonal skills.
• Proficiency in Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint.
• Intermediate computer skills, including file management and navigation of network production folders.
• Ability to learn quickly, adapt to changing situations, manage competing priorities, and work effectively under pressure.
• Basic math skills, sound judgment, problem-solving ability, and attention to detail.
• Ability to work independently and collaboratively while maintaining productive relationships with coworkers and customers.
• Working knowledge of account services, job scheduling, troubleshooting, and coordinating issue resolution.
• Valid, violation-free driver's license, reliable personal transportation, and required auto insurance may be necessary