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Customer Advocate

Ricoh Americas Corporation

This is a Full-time position in Tempe, AZ posted June 10, 2021.

This position can be based RemotelyThis position is responsible for end to end resolution and streamlining of complex billing accounts.A Customer Advocate proactively engages cross-functionally with the highest levels of sales, service, administration, finance and supply chain, including direct customer interactions, to identify and resolve process gaps and to minimize negative financial impacts to the customer and Ricoh.Identify and resolve customer issues and provide guidance on customer orders, invoicing, and ongoing account oversight post resolution to maximize an accurate and positive revenue stream.Provides a high level of customer engagement to both internal and external customers.Engages in challenging collection opportunities and customer disputes, those requiring a high degree of account management and interface with multiple company departments andcustomers.Assumes ownership for all aspects of the account during the streamlining andresolution process. Accountable for a clean transition and updated account profile back into the billing environment.In addition, this position will require an active partnership with the Customer Success Management team in onboarding complex engagements and will partner with the contract administrator to ensure successful implementation and steady state invoicing.Serve as the focal point to resolve customer issues received from internal and external customers including order invoicing and billing issues. Resolve customer complaints and research account discrepancies. Perform more complex account and contract maintenance, audits and reconciliations. Ensure that issues are resolved quickly and to the customers satisfaction. Work in conjunction with internal and external customers to identify disputes that haveresulted in delayed payment and perform the appropriate actions to correct going forward. Provide timely follow-up with internal and external customers in accordance with established metrics, process, and policy. Communicate root causes of issues to management for corrective action and take independent action to correct issues. Provide guidance on maintenance agreements and support questions on standardservice offerings, billing, and invoicing options. Participate in customer visits, either for standard account reviews, billing issue resolution orcomplex early stage onboarding engagements. Facilitate resolution of issues at the highest level of quality to ensure an optimal customerexperience. Promotes a One Team mindset by collaborating with internal partners which include:Shared Services, Accounts Receivable, Sales, Managed Services, Supply Chain, and Technology Services Participate in the onboarding/implementation plans for assigned accounts to reducenonstandard and manual requests. Ensures accurate and up to date account profile information when structuring and streamlining accounts. Clearly communicates and clarifies purpose, goals, and expectations in a way that positively influences internal and external customers. Builds constructive and effective relationships; uses diplomacy and tact; truly values people; can diffuse even high-tension situations comfortably. Perform other duties as assigned.Click Here to view RicohUSA Benefits (