Supervisor, Customer Engagement
Ricoh USA


Job Info


POSITION PROFILE

This position is responsible for supervising a team to resolve complex problems and to support customers cross-functionally in Order Management and Billing. Will assist in identifying the root cause of problems brought to the team by internal and external customers. Ensures issues are resolved to prevent future disputes from occurring. Accountable for department policy or procedures. Assures accurate and timely revenue for RICOH. Manage the order pipeline to support forecasting and analysis to optimize the flow of orders through the process. Trained to handle and conduct job performance counseling and will conduct this activity as needed. Works with Accounts Receivables team on collection issues and customer disputes requiring a high degree of account management. Manages all functions related to order processing, contract invoicing and customer disputes which will include contract engagements, account reconciliation and problem resolution at the highest degree of quality while ensuring customer satisfaction and reducing overall invoice correction.

JOB DUTIES AND RESPONSIBILITIES

  • Staffs, manages, and motivates team of 10 -- 15 non-exempt employees.
  • Conducts team member's performance appraisals with management approval.
  • Tracks and records payroll for direct reports.
  • Ensures team executes objectives by use of departmental plans, IDP, and performance reviews.
  • Support and enforces department goals for accurate revenue and key performance indicators.
  • Communicate and support department policy and procedure.
  • Assists team members in identifying the root cause of complex problems encountered by customers with the ability to identify resolution needed to communicate an action plan to Sr. Leadership.
  • Will work in conjunction with internal and external customers at the highest level to ensure accurate and timely resolution of problems/billing issues to resolve/prevent delinquent payment.
  • Coordinates development and training for respective team.
  • Responsible for developing strong working relationships with internal and external customers.
  • Ability to deliver clear and concise communication to internal partners, customer, and senior leadership.
  • Responsible for the end-to-end process to include all aspects of Order Management and Billing.
  • Accountable for the timely flow of orders through the process pipeline with the objective of minimizing cycle time while maximizing productivity and quality.
  • Reinforces a One Team mindset by collaborating with internal partners which include:
  • Shared Services, Accounts Receivable, Sales, Managed Services, Supply Chain, and Technology Services
  • Recommends and/or supports innovative procedures to improve productivity and efficiency while ensuring the highest level of quality.
  • Monitors/reviews monthly activities and performance of respective team.
  • Participates in the hiring, selecting, and developing a talented and diverse workforce.
  • Responsible for ensuring that excellent customer service is consistently delivered to all internal and external customers.
  • Ability to facilitate professional meetings with internal and external customers with little to no supervision.
  • Maintains efficient workflow by holding teammates accountable for quality and efficiency of their work.
  • Completes reports and other paperwork accurately and timely.
  • Performs other duties as assigned.

QUALIFICATIONS (Education, Experience, and Certifications)

Typically Required:

  • Experience in setting goals by defining and prioritizing specific, realistic expectations.
  • Requires minimum of 3 years of business experience or minimum of 2 years of supervisory experience.
  • Typically Preferred:
  • Strongly prefer 4-year college degree; business degree is preferred. Will consider previous experience in a customer service/account resolution environment.



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