Customer Support Associate (6 month contract)

Konica Minolta is a Global Fortune 1000 Company that has contributed to the world of imaging technology for decades. No! We are no longer a camera company! Our lens technology has allowed us to succeed in the imaging industry. As we continue to grow and develop innovative software and solutions paired with award winning products, we look for highly engaged people to join our team. From smart office technology and information management to cloud, mobility and IT services, we have a rich history of creating the products and services necessary to make work possible from anywhere at any time.

What You'll Be Doing

The Customer Support Associate will be responsible for delivering exceptional customer service to support KMBS current and future business requirements and needs.

• Order Processing
• Review and audit all sales transaction documentation packages for accuracy and completeness
• Process hardware orders and credits/corrections
• Ensure all orders are progressing through the various stages to meet delivery dates to customers
• Provide prompt customer service and support to customers, branches and dealers
• Regular status reviews of all outstanding and completed matters; ensure data in reporting systems is accurate
• Investigate and resolve reported matters in a timely manner
• Process MyKMBS activation requests Delivery and Install Scheduling
• Manages entire delivery experience for our customer; owner of initial Web Scheduler process
• Recognize at risk delivery dates and bring those forward to team leader/manager
• Contacts customer to coordinate date and time of install
• Confirms with customers IT/Network administrator readiness for installation and/or removal of current systems
• Ensure notification is provided to Sales Rep of equipment movement status; KIT updated timely and accurately
• Ensure notification is provided to other departments of equipment installation; Service Department and Customer Trainers added to Web Scheduler data
• Equipment Moves and Pick Ups
• Review documents submitted for accuracy and completeness
• Verify charges have been approved internally and by customer
• Ensure any lease obligations have been considered - Process and schedule within needed timelines
• Maintenance and Cyclical Billing
• Audit paperwork for accuracy and completeness
• Process orders to setup new maintenance contracts
• Supply data required for contract renewals and updates
• Resolve issues as needed so contracts bill correctly
• Investigate and Resolve Customer Issues
• Take a lead position for all hardware related issues and follow through to completion
• Review and resolve IW54 tickets assigned
• Liaise with other departments to resolve customer issues
• Review and recommend customer service procedures that will improve efficiency and customer satisfaction

Who You Are

• Excellent interpersonal and communication skills both verbal and written
• Organized and self-motivated with the ability to multi-task
• Ability to prioritize work assignments
• Customer Service oriented with effective customer interaction skills

What You Need

• College Business Diploma and/or 3-5 years relevant experience an asset.
• SAP experience beneficial
• Pleasant telephone manner
• Ability to work effectively under pressure
• Knowledge of warehouse and service area procedures
• Proven Customer service and warehouse operations experience.
• MS Office experience including MS Word, Excel and Outlook.

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