Job Description

Specialist I, Customer Advocate

$55,000 - $63,000 per year

POSITION PROFILE

This position is responsible for end to end resolution and streamlining of complex billing accounts. A Specialist I, Customer Advocate proactively engages cross-functionally with the highest levels of sales, service, administration, finance and supply chain, including direct customer interactions, to identify and resolve process gaps and to minimize negative financial impacts to the customer and Ricoh. Identify and resolve customer issues and provide guidance on customer orders, invoicing, and ongoing account oversight post resolution to maximize an accurate and positive revenue stream.

Provides a high level of customer engagement to both internal and external customers. Engages in challenging collection opportunities and customer disputes, those requiring a high degree of account management and interface with multiple company departments and customers. Assumes ownership for all aspects of the account during the streamlining and resolution process. Accountable for a clean transition and updated account profile back into the billing environment.

In addition, this position will require an active partnership with the Customer Success Management team in onboarding complex engagements and will partner with the contract administrator to ensure successful implementation and steady state invoicing.

Job Duties and Responsibilities

• Serve as the focal point to resolve customer issues received from internal and external customers including order invoicing and billing issues. Resolve customer complaints and research account discrepancies. Perform more complex account and contract maintenance, audits and reconciliations.
• Ensure that issues are resolved quickly and to the customer's satisfaction.
• Work in conjunction with internal and external customers to identify disputes that have resulted in delayed payment and perform the appropriate actions to correct going forward.
• Provide timely follow-up with internal and external customers in accordance with established metrics, process, and policy.
• Communicate root causes of issues to management for corrective action and take independent action to correct issues.
• Provide guidance on maintenance agreements and support questions on standard service offerings, billing, and invoicing options.
• Participate in customer visits, either for standard account reviews, billing issue resolution or complex early stage onboarding engagements.
• Facilitate resolution of issues at the highest level of quality to ensure an optimal customer experience.
• Promotes a One Team mindset by collaborating with internal partners which include:

o Shared Services, Accounts Receivable, Sales, Managed Services, Supply Chain, and Technology Services

• Participate in the onboarding/implementation plans for assigned accounts to reduce nonstandard and manual requests.
• Ensures accurate and up to date account profile information when structuring and streamlining accounts.
• Clearly communicates and clarifies purpose, goals, and expectations in a way that positively influences internal and external customers.
• Builds constructive and effective relationships; uses diplomacy and tact; truly values people; can diffuse even high-tension situations comfortably.
• Perform other duties as assigned.

Qualifications Typically Required:

• High School Diploma
• Minimum of 3-5 years' experience in a related field (sales, customer service, operations, finance).
• Experience managing multiple priorities providing support to a sales and service organization.
• Requires a valid driver's license

Typically Preferred

• Four-year college degree preferred or equivalent business experience in business to business environment.
• 1 to 2 years experience preferred in one or more of the following: managed services, order processing and support, equipment fulfillment, customer billing and problem resolution.

KNOWLEDGE, Skills And Abilities

• Ability to effectively communicate with all levels of management, employees and customers.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Must be able to look at the overall account portfolio, recommend and implement efficiencies to enhance the overall customer experience.
• Must possess skills using MS Office Suite, including Excel, Word and PowerPoint. MS Project strongly recommended.
• Effective in a variety of formal presentation settings.
• Strong analytical and problem-solving skills.
• Possesses ability to maintain strict confidentiality.
• Ability to work independently.
• Ability to manage conflict to a mutually beneficial resolution.
• Ability to make difficult decisions in a timely manner.
• Ability to train in both formal and informal situations.
• Possesses superior interpersonal skills, strong verbal and written communication skills, the ability to listen attentively and expresses ideas clearly and concisely.

Working Conditions, Mental and Physical Demands

• Requires occasional overnight travel away from home no more than 10% of the time.
• Typically works in an office environment with adequate lighting and ventilation, and a normal range of temperature and noise level.
• Works under only very general supervision. Work is reviewed for soundness of judgment and overall adequacy/accuracy.
• Required daily contact with internal and external customers.
• Work assignments are highly diversified. New alternatives are regularly developed. There is often no precedent established for problems encountered.
• Interpret, comprehend and apply complex material, data and instruction • prepare, provide and convey diversified information.
• Will continually handle priorities from multiple customers.
• Review and understand general instructions • prepare, provide and convey diversified information.
• Need to prioritize activities in a fast-paced environment.

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.

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:

• Choose from a broad selection of medical, dental, life, and disability insurance options.
• Contribute to your financial security with Retirement Savings Plan (401K), Health Savings Account (HSA), and Flexible Spending Account (FSA) investments.
• 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, and ongoing personal and professional development.