Représentant(e) du service à la clientèle sur le terrain/ Field Representative II, Area Customer Service
Ricoh · Montréal
Le ou la Représentant(e) de soutien sur le terrain est responsable d’appuyer les opérations quotidiennes d’un ou de plusieurs sites de Services gérés, incluant la production de copies, d’impression et de numérisation, les opérations de courrier et de messagerie, ainsi que la tenue des registres et rapports de facturation. Le poste soutient la région lors des mises en œuvre et remplace le personnel absent ou en vacances dans les sites Ricoh de Services gérés. Il ou elle est responsable de soutenir les objectifs opérationnels à tous les sites clients situés dans un territoire géographique désigné.
Responsabilités :
- Maintenir des Guides de procédures du site, formulaires et registres précis, complets et à jour
- Recueillir les données pour le rapport mensuel de gestion tel que dirigé par le gestionnaire/superviseur de site
- Commander le papier, le toner et autres fournitures de bureau
- Appuyer le gestionnaire ou superviseur de site en proposant des améliorations aux processus et procédures
- Participer à la formation des nouveaux employés et du personnel existant
- Se présenter et travailler à divers sites clients de Services gérés selon l’horaire établi, ainsi que soutenir l’équipe du centre d’assistance (Help Desk)
- Toute autre tâche assignée par le gestionnaire
En l’absence du personnel sur place, la personne peut être appelée à effectuer les tâches suivantes : COURRIER :
- Traiter tout le courrier entrant et sortant
- Effectuer les fonctions de salle de courrier, incluant le tri, le classement, l’emballage et la préparation des envois
- Classer et étiqueter les documents et matériaux pour l’entreposage et la récupération
- Effectuer l’expédition et la réception, incluant la manutention de boîtes ou d’équipement
- Fournir un service de messagerie pour la cueillette et la livraison du courrier et des travaux de copie (sur site et hors site)
COPIE :
- Assister au Centre de copies et compléter toutes les demandes (reliure, pliage, plastification, etc.)
- Réaliser la numérisation et l’indexation des documents clients
- Effectuer le dépannage de base sur l’équipement (ex. : dégagement de bourrages papier)
GÉNÉRAL :
- Effectuer les tâches de réception
- Aider à coordonner les mandats de travail pour respecter les échéanciers et exigences de service
- Gérer tous les aspects du Centre Ricoh en l’absence du gestionnaire/superviseur de site
Qualifications :
- Diplôme d’études secondaires ou expérience de travail équivalente
- Minimum de 1 an d’expérience dans une salle de courrier, un centre de copies ou un rôle en service à la clientèle
Compétences :
- Expérience avec les photocopieurs, numériseurs, imprimantes, équipements de reliure, perceuses, agrafeuses électriques, balances, assembleurs et autres équipements connexes
- Excellentes habiletés interpersonnelles avec la capacité d’établir rapidement des relations professionnelles
- Capacité à gérer plusieurs tâches simultanément
- Forte motivation personnelle et orientation vers les résultats
- Excellentes habiletés de communication verbale et écrite
- Connaissance de base de Microsoft Office 365
- Apparence professionnelle en tout temps
Autres exigences :
- Capacité de soulever jusqu’à 50 lb
- Présenter une image professionnelle auprès des clients et fournisseurs en tout temps
Area Customer Service Coordinator
The Field Support Representative is responsible for supporting the daily operations of one or more Managed Services locations including any or all of the following: copy, print and scanning production and finish work, operation of a mail and courier centre, maintaining billing logs and reports. The position supports the region's Managed Services during implementation, fills in for absences and vacations throughout the Ricoh Managed Services locations. Responsible for supporting operational objectives at all existing customer sites within a geographic territory.
Field Support Representative Responsibilities
- Maintains accurate, complete and up-to-date Site Procedure Guides, forms and logs;
- Collects data for the completion of the monthly management report as directed by the Site Manager/Supervisor;
- Orders paper, toner and other office supplies;
- Assist Site Manager or Supervisor in offering suggestions for improvement to new or existing process and procedures;
- Assist in the training of new and existing employees;
- Must be able to report to and work at various Managed Services client locations within a geographic territory based on business needs and as scheduled;
- Other duties as assigned by manager.
In the absence of onsite personal, may perform any of, but is not limited to the following duties MAIL
- Process all incoming and outgoing mail;
- Performs other mailroom functions such as mail fulfillment, which includes sorting, filing, packaging and processing shipments for delivery to multiple locations;
- Filing and labeling of documents and other material for storage and retrieval;
- Shipping and receiving including the movement of boxes and or equipment;
- Provides courier service for the pickup and delivery of mail and copy jobs, on campus and offsite.
COPY
- Assist in the Copy Centre and performs all functions required for the delivery and completion of all copy requests. May include the usage of binding, folders and laminators, etc.;
- Perform scanning and indexing of client documents;
- Performs basic troubleshooting (ie. Paper jams) on all equipment used within the Ricoh Centre.
GENERAL
- Performs front desk receptionist duties;
- Assists in the coordinating of work assignments to meet specific deadlines and service deliverables;
- Manage all aspects of the Ricoh Centre in the absence of the Site Manager/Supervisor.
Qualifications
- High School Diploma or equivalent work experience
- Minimum of 1 year experience working in a mail room, copy centre or customer service
Skills
- Require experience in use of a photocopier, scanner, printer, hole driller, bindery equipment, electric stapler, scales, collators and related equipment
- Excellent interpersonal skills with the ability to quickly develop business relationships
- Demonstrated ability to multitask
- Strong self-motivation to drive results
- Excellent verbal and written communication skills
- Basic knowledge of Microsoft Office 365 applications
- Always present a professional image to customers and vendors
- Ability to lift to 50 lbs. as required
Other
- Present a professional image at all times to customers and vendors
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.