Operations Administrator
Under the Supervision of the Service Delivery Manager, the Operations Administrator also has overall responsibility for the Sales Order intake, Contract Maintenance, Customized Billing & 3rd Party Vendor Management for an assigned account. The role encompasses the customer experience, pre-sales and post-sales support activities, and manages order entry and contract processes and 3rd party vendor management.
Responsibilities:
Part of a team responsible for delivering Ricoh Managed Document Services in accordance to client contract, SLA and Statement of Work specifications primarily through remote work, in accordance with Ricoh Managed Document Services delivery standards defined by Ricoh;
Collaborate and be the liaison between the Managed Services Team and cross-functional departments within Ricoh
Assist in the design, development and documentation of printing support processes and procedures
Service Level Agreement compliance - focusing on maximizing uptime, utilization and end-user satisfaction while minimizing costs
Fleet optimization services/analysis and identifying opportunities for technology utilization and continuous improvement throughout term of the agreement
Collect, analyze and report on KPI’s as well as provide trend analysis;
Prepare monthly and quarterly reports; conduct analysis and assist with client reviews as required;
Provide support for the Supervisor/Service Delivery Manager;
Other duties as assigned by manager.
Qualifications:
Post Secondary Education (Technical Degree, Diploma or Certificate)
Minimum 2 years experience in roles with similar responsibility, scope or skills
Previous administrative and customer service support experience
Skills:
Excellent verbal and written communication and presentation skills with proven ability to conduct professional business communications
Proficient in MS Office applications with demonstrated Excel skills., Visio and SharePoint an asset.
Proficiency in Power BI, report generation, online workspace, data flow and remote gateway is a must.
Experience with Baan or any ERP system considered a plus
Working knowledge of scanning, networking and printing technologies
Ability to work independently, or as part of a team and take initiative to improve the customer experience
Ability to assess situations and act with a high level of urgency
Ability to multitask in a fast paced operation and prioritize objectives
Effective planning, organizational and time management skills
Strong attention to detail
