GSD Account Specialist Job at Konica Minolta
Konica Minolta Business Solutions U.S.A., Inc., a global Fortune 1000 company and one of Forbes 2017 America’s Best Large Employers, is transforming the way we all do business.
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 drive innovation and make work possible from anywhere at any time. Our award-winning products and solutions help companies around the world move information faster, improve quality and productivity, enhance security and facilitate the sharing of information. We are proud that our portfolio leads the industry while exceeding environmental standards.
At Konica Minolta, you'll work for an amazing technology company with growth opportunities, great benefits and talented, passionate co-workers.
Position Objective
Konica Minolta currently has an exciting opportunity for a GSD Account Specialist!
- Provide an exceptional service experience when handling incoming customer requests
- Determine nature of customer request and provide the appropriate support or escalation
- Handle additional dedicated and non-dedicated customer requests as needed
- Interact with external systems per customer requirements
- Follows standard Service Level Agreement (SLA) Management practices
Essential Job Functions
- Follows prescribed processes and procedures including systems, schedule adherence and tool utilization
- Communicate clearly and professionally with customers to handle requests efficiently
- Handle inbound requests including support incidents, service requests, meter readings and orders using internal and external multi-media following customer specific procedures and policies
- Triage customer requests to determine best course of action using active listening and/or research including proper handling of account specific procedures
- Identify urgent situations that require additional actions to satisfy the customers’ needs including supply sourcing/expediting as well as incident and customer specific project escalation
- Follow through on customer commitments, research as needed using available resources
- Provide standard SLA and escalation management based on customer entitlement
- Routine monitoring of specified customers, follow up with direct and indirect resources; document activity and complete incident in applicable systems
- Actively participate in learning opportunities and completes assigned curriculum in a timely manner; apply knowledge learned to continuously improve the customer experience
- Complete other projects and tasks as assigned by management
Competencies (Knowledge, Skills and Abilities)
- Excellent verbal and written communication skills
- Knowledge of systems and applications used to support a call center environment
- Good customer service and interpersonal skills
- Ability to problem solve and perform basic troubleshooting with minimal assistance
- Computer skills- Microsoft Office, Word, Excel, PowerPoint
- Positive attitude and collaborates well with team members
- Detail Oriented
- Ability to multi-task work in a fast paced environment
- Occasional travel as requested
Experience, Educational Reqts and Certifications
- High school diploma or equivalent
- Minimum 2 years’ experience in customer service
Konica Minolta Offers:
- Outstanding benefits package (including medical, dental, vision, life insurance)
- 401(k) plan with matching company contribution
- Generous holiday and paid time off schedules
- Ongoing professional development training
- Visible, exciting work supporting sales of cutting edge technology and workflow solutions.
Join Konica Minolta and help drive innovation as we transform the Workplace of the Future.™
Konica Minolta is an equal opportunity and affirmative action employer. We consider all qualified applicants for employment without regard to race, color, religion, creed, national origin, sex, pregnancy, age, sexual orientation, transgender status, gender identity, disability, alienage or citizenship status, marital status or partnership status, genetic information, veteran status or any other characteristic protected under applicable law.
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