GSD Ops Specialist

Overview

Konica Minolta currently has an exciting opportunity for a GSD Ops Specialist!

• This opportunity is for the Global Client Services - Managed Account team
• Provide an exceptional customer experience by handling complex requests both internal and external quickly and efficiently
• Deals with more advanced requests, projects and special customer scenarios that require cross-functional coordination, analysis and problem solving
• Handles escalation from others and assists in finding effective resolutions
• Shares knowledge and interacts with customer and internal staff via phone, email and other media

• Develops expertise in Konica Minolta's provided products, services, and related technologies
• Follows prescribed process and procedures including systems, schedule adherence and tool utilization
• Communicates clearly and professionally with customers to handle requests efficiently
• Maintains records accurately and keeps system information updated
• Works as a Subject Matter Expert (SME) on specified tasks
• Works with internal and external resources to resolve complex customer requests
• Manages project-based activities and coordination related to customer support and fulfillment
• Follows through on customer commitments, in a timely manner, using available resources as needed
• Serves as the customer advocate and voice of the customer throughout the organization
• Responds to and evaluates customer request and determine best course of action
• Identifies and controls urgent and volatile situations that require additional actions to satisfy the customers' needs including supply sourcing/expediting and incident escalation
• Maintains communications with customers during the problem resolution process
• Actively participates in learning opportunities and completes assigned curriculum in a timely manner; applies knowledge to continuously improve the customer experience
• Contributes job knowledge and best practices to other team members
• Completes advanced projects and tasks as assigned by management

• High school or equivalent
• Minimum 4+ years of experience in a call center environment

• Basic computer network skills supporting hardware and/or solution implementation
• Competent expertise with MS Windows (Microsoft Office, Word, Excel, PowerPoint) operating systems and general office applications
• Excellent verbal and written communication skills
• Knowledge of systems and applications used to support a call center environment
• Excellent customer service and interpersonal skills
• Ability to problem solve and perform advanced troubleshooting with minimal assistance
• Positive attitude and collaborates well with team members.
• Provides guidance and support to junior team members
• Detail-oriented and the ability to multitask work in a fast paced environment
• Occasional travel may be required
• Physical Requirements:
  • This position requires sitting at a desk with a computer monitor for several hours at one time
  • The vision requirement includes: close vision, peripheral vision, depth perception, and ability to adjust focus