Scheduling and Operations Coordinator

2 months ago

Northampton, Northamptonshire, United Kingdom Ricoh Full time
Job Summary

We are seeking a highly skilled and experienced Customer Scheduling Coordinator to join our team at Ricoh. As a key member of our operations team, you will be responsible for the effective scheduling of technical resources across a designated customer base.

Key Responsibilities
  • Coordinate the scheduling of technical resources to ensure maximum utilization and meet customer Service Level Agreements.
  • Act as an escalation point to support delivery of service and team performance, ensuring adherence to escalation procedures.
  • Provide accurate daily updates on customer management via web-based applications or email to ensure project teams and Service management have an up-to-date and accurate picture of resource and customer incidents.
  • Liaise regularly with Senior Management and/or Service Delivery Manager to ensure they are aware of any customer escalations or issues, allowing proactive action to be taken to ensure Service Level Agreements are not impacted.
  • Develop and maintain reporting and management data on relevant customer accounts, both internally and externally, to update on service productivity, utilization, and other key performance indicators.
Requirements
  • Excellent written communication skills.
  • Excellent telephone manner.
  • Excellent customer service skills.
  • Experience of scheduling technical resources.
  • Experience of working with a scheduling system.
  • Knowledge of Service Advantage Products, Lockers, etc.
  • Good knowledge of Microsoft Excel.
  • Experience of creating reports and developing processes to automate reporting.
  • Negotiation skills.
  • Problem-solving skills.
What We Offer
  • A competitive package with solid basic, strong bonus, and company benefits, including a competitive holiday entitlement, two days special leave per annum for volunteering, additional holiday purchase scheme, flexible retirement plan, and more.
  • Opportunity to join a global company with a strong commitment to employee development and well-being.

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