Change your job, change your workplace, change your future...

We are actively building diverse teams and welcome applications from everyone

Role: ITS Customer Service Advisor
Located: Northampton (Ricoh operate a vibrant working policy giving you flexible hybrid working options)
Package: Competitive salary, benefits, pension
 

About Ricoh:

Ricoh is a global technology business. As a company born in print, we design and manufacture graphic solutions that transform communications. To keep up with the pace of change in the workplace, we have built an extensive portfolio of innovative, industry-leading digital services spanning everything from Cloud & IT infrastructure solutions to process automation tools.

Everything we do is designed to help individuals achieve fulfilment through work. Through technology, we make work smarter and more creative. Enabling people to lead purposeful working lives and organisations to become more productive, sustainable and profitable.

Find out more about Ricoh Today
 

What you will be doing

• To be responsible for the day-to-day running of a specific account and/or Area ensuring SLA’s are always met.
• To provide outstanding customer service to our customers & build the relationship.
• Utilise dedicated technician resource to achieve SLA.
• Provide daily accurate updates to customer management via web-based applications/email.
• Responsible for ensuring all processes & procedures are adhered to.
• Responsible for ensuring all processes & procedures are adhered to.
• Stock Management (Oracle SHARE)
• Ensure the escalation path for each specific account is always adhered to.
• Team Cover/Cross training
• Liaise regularly with SDM
• Manage 3rd party partners (as per manager)
• To promote company initiatives as requested

You will ideally have

• Excellent written communication skills (essential)
• Excellent telephone manner (high profile customers)
• Experience of Oracle SHARE / Siebel would be a beneficial but not essential
• SNOW experience would be beneficial but not essential
• Field Scheduling experience would be beneficial but not essential
• Customer Service experience (desk or store for example)
• Must be able to work well under extreme pressure
• Negotiation skills
• Problem solving skills
• Assertiveness skills
• Confidence is key due to the type of work, you need to be able to verbally articulate different requirements with different levels within the Ricoh Business

We are an equal opportunities employer

We are open to discussing adjustments to the recruitment process if needed. No applicant or employee will be treated less favourably than another on the grounds of a protected characteristic which are defined as sex, sexual orientation, age, disability, gender reassignment, trade union membership or non-membership, marriage and civil partnership, pregnancy and maternity, race and religion or belief.

Striving for inclusion and diversity isn’t just the right thing to do. Diverse approaches, perspectives and experiences make us more innovative, lead to better decisions and help us better understand the needs of our customers.

To empower you to bring your full identity to work, we have employee-led affinity groups in LGBTQ+, gender and ethnicity that allow members to explore issues and challenges surrounding shared identities, experiences and beliefs.

Click here to learn more about life at Ricoh.