Client Service Representative III

About the Role

Responsible for specific functions as a lead or single person on site. Activities include organization, scheduling assignments for staff, and managing the daily work flow. Oversees the generation of daily and monthly departmental reports; supervises the processing of external vendor billing. Maintains and promotes positive customer relationships. Performs daily key operator and/or convenience care functions. Requires effective knowledge and use of all established policies, procedures, tools, and equipment. Maintains and promotes positive customer relationships.

Your Impact

Main responsibilities: - Promptly informs supervisor of potential problems or customer concerns. - Promptly reviews and responds to management and client requests via emails, phone calls, text messages and verbal. - Strong focus on providing good customer service. - Contributes to the creation of the site procedure guide to ensure all account processes are properly recorded. - Oversees workflow and job balance between staff and ensures tasks are completed within account SLA requirements. - Responsible for communicating and training team in changes to workflow or procedure. - Oversees and manages daily and monthly records on service activity. - Effectively communicates with the client and staff. - Where appropriate, may serve as main point of contact to the client for daily activity and participate in client meetings on account activity. - Participates in the development, preparation and presentation of formal reporting requirements to the client. - Point of escalation onsite to address and remediate client concerns. - Responsible for maintaining site procedure guide documenting workflow processes and procedures. - Responsibilities may include copy/print production/copy center, copier maintenance, mail/courier services, reception/office services, shipping/receiving, inventory services, warehouse, file room/records file services based on assigned location. - Attends cross-functional trainings to ensure ability to provide coverage when short-staffed. - Site responsibility and location of coverage may change based on client and/or division needs. Device maintenance: - Responsible for customer satisfaction through the performance and maintenance of reprographic equipment at customer location. - Follows daily, established maintenance processes and procedures. - Maintains routine upkeep of equipment including cleaning glass and surfaces, clearing paper jams, replenishing toner and loading paper. - Evaluates equipment issues and notifies service department if unable to resolve. - Delivers paper. - Assists end-users in basic functionality of equipment. Records meter reads. - Maintains service activity reports. - Monitors supplies and restocks inventory. Shipping/receiving: - Responsible for shipping and receiving incoming and outgoing packages, materials, parts, or products and verifying and maintaining records of all shipments. - Receives shipments and counts pieces, retains shipment paperwork, follows delivery schedule for incoming shipments, and secures customer signatures. - Responsible for operating shipping/receiving equipment, responding to customer requests, data entry, and maintaining inventory. Inventory services: - Processes and monitors all inventory movement within assigned responsibilities, locations and organizations. - Analyzes ongoing activity of inventory. - Assists in identifying slow moving and obsolete inventory or when inventory levels are low. - Monitors and communicates status of inventory. - Initiates, conducts and reports on physical inventories. Warehouse: - Responsible for the accuracy and control of the shipping and dock operations. - Experience in operation of a palette jack, regularly lifting heavy objects (50+ lbs) is required. - Retrieves merchandise from stock or freight carrier, frequently with a palette jack. - Verifies incoming shipments corresponding to packing lists. - Completes required receiving documentation in order to maintain accurate department records. - Packs, weighs, and labels parcels in a manner which minimizes the occurrence of transport damage. - Responds to inquiries from internal personnel and customers and provides shipping status information.

About You: The Skills & Expertise You Bring

Please note: this is a customer-facing role, and requires compliance with customer policies and protocols, which may include COVID-19 vaccination and other measures relating to COVID-19. HS diploma, GED, or equivalent experience required, plus 2 to 4 years of related experience. - Prior experience in a customer service environment. - Good computer skills/technical knowledge. - Ability to multitask and prioritize in order to meet deadlines. - Good customer service and communication skills. - Ability to work with minimal supervision. - Ability to work OT as needed. - Required to take all necessary steps to obtain security and/or other clearances required by customers to enter the customers' premises. - May require driving between multiple client locations, may also require a personal vehicle (valid driver's license and acceptable driving record necessary). - Ability to lift up to 50lbs. - Ability to spend extended periods of time standing, bending, walking, reaching, and pulling while performing duties. We are providing the anticipated hourly rate for this role: $20.54 to $28.20 hourly.

Company Overview

About our company - Canon U.S.A., Inc., is a leading provider of consumer, business-to-business, and industrial digital imaging solutions to the United States and to Latin America and the Caribbean markets. With approximately $28.5 billion in global revenue, its parent company, Canon Inc., as of 2024 has ranked in the top-10 for U.S. patents granted for 41 consecutive years. Canon U.S.A. is dedicated to its Kyosei philosophy of social and environmental responsibility. To learn more about Canon, visit us at and connect with us on LinkedIn.

Workstyle Description

Full-time on site - This position requires full-time presence at your assigned office(s)/worksite(s)/territory on your scheduled work days.