Project Lead, Customer Satisfaction Support

Project Lead, Customer Satisfaction Support - CPIJ

POSITION PROFILE

Plans, implements and monitors a variety of small and medium-size projects. May also assist with implementation of large-scale enterprise projects.

Receives some instruction on day-to-day work, general instruction on new assignments. Work evaluated upon completion.

Possesses some project management skills to support Executive Management during solution installations and customer escalations. Ability to provide support as the customer advocate during issue escalations, partnering with the local sales and service representatives as well as required functions within Ricoh during the complaint process to resolve customer issues and restore / improve customer satisfaction levels. Drives problem resolution and improved customer satisfaction levels with guidance from senior team members.

Receives instruction and assists in driving customer satisfaction, problem resolution and RICOH product improvements with minimal guidance. This is a fast-paced environment requiring the management of multiple accounts and issues with the ability to provide real-time status updates to the executive team.

Take directions from senior team members for presenting customer complaint records, conditions of satisfaction, current actions, status and resolution to the management team during weekly Operations Meetings.

JOB DUTIES AND RESPONSIBILITIES

Support worldwide Ricoh customers through the management of customer complaints with significant guidance from senior members.

Responsible for communicating directly with Ricoh customer or account teams, with guidance, to:

Understand and document the current issue(s)

Work with the customer to develop customer “conditions of satisfaction”

Act as the customer’s liaison to restore satisfaction levels

Achievement of assigned targets including response times to new complaints, customer contact, and resolution

Assist in the facilitation of Solutions Assurance reviews to ensure customer readiness for complex installations.

Assist in early involvement in the installation of complex Ricoh solutions. Receives instruction and guidance to assist in the management of proactive installation complaints during installation and production readiness. Attend regular team status meetings and drive open actions to closure.

Assist with the management of complaint records and provide timely, accurate updates.

Performs activities to ensure customer satisfaction.

Provide executive status reporting on activities, project schedules and issues.

Work with the project team to develop contingency plans and risk mitigation strategies.

QUALIFICATIONS (Education, Experience and Certifications)

Typically Required:

College degree or equivalent experience.

2 years of experience in Information Technology or project management environment required 4 years of experience preferred.

Knowledge of project management methodologies.

Solid writing skills and the ability to provide detailed technical summaries, meeting minutes, activities, and action plans.

KNOWLEDGE, SKILLS AND ABILITIES

Required Skills

Previous experience in Customer Support

Oral and written communication skills

Ability to provide customer support coverage as required

Working toward Project Management skills / certification

Presentation Skills

Preferred Skills:

Working knowledge of Atlassian based tools (Jira and Confluence)

Working knowledge of Microsoft Teams

Basic AI knowledge and application experience

Possesses excellent organizational, interpersonal, and oral/written communication skills.

Possesses ability to prepare/provide/report on diversified information that may be of technical nature.

Consistently models the highest level of service orientation and professionalism.

Possesses excellent prioritizing skills.

WORKING CONDITIONS, MENTAL AND PHYSICAL DEMANDS

Typically works in an office environment with adequate lighting and ventilation, and a normal range of temperature and noise level.

Work assignments are diversified. Interpret, comprehend and apply complex material, data and instruction – prepare, provide and convey diversified information.

Minimal physical effort required. Work is mostly sedentary but does require walking, standing, bending, reaching, lifting or carrying objects that typically with less than 10 lbs. (e.g., papers, books, files and small parts, etc.).

Moderate dexterity – regular application of basic skills (calculator, keyboard, hand tools, eye/hand coordination.

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.