This position is responsible for complex problem resolution for high revenue customers. Provides high level relationship management with internal and external customer's by demonstrating prompt and thorough attention to issues and request. 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 sales reps 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 Customer's will Billing, Contracts and Invoicing Support. Responsible for the management of accounts that have revenue of $10M or more a year. This position provides a high level of customer service to internal and external customers in resolving complex issues. Interacts with other members of the organization as required, in support of the customers and Ricoh. Partnership with Lease Portfolio Team/leasing partners to work through detailed account reconciliation requiring a high degree of account management and interfaces with the customer.
JOB DUTIES AND RESPONSIBILITIES
Serves as a focal point to resolve customer issues received by the Area including invoicing and billing issues.
Will have full ownership of customer inquiries, providing timely customer service support on issues related to billing, order status, deliver, cancelation, etc.
Customer Facing using Ricoh Technology -- UCS/White Board
Enters maintenance/contract data into billing system as sold by sales professional.
Obtains meter reads, purchase order numbers and other billing information, as necessary, from customers and other Ricoh personnel.
Works in conjunction with internals customers at the highest level to resolve discrepancies that may have resulted in delinquent payment.
Facilitate the resolution of issues as assigned to ensure optimal customer satisfaction levels
Creates and maintains contract records and billings.
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) and forward as necessary.
Provides training on maintenance agreements and supports questions on standard service and billing options.
Drives Service Level Agreement Compliance to ensure that all commitments and customer expectations are met or exceeded
Responsible for the end to end process for customer to include (not limited):