Canon Solutions America

Business Operations Manager

US-IL-Schaumburg
3 months ago
Job ID
15317
Category
Customer Service/Support - Customer Service

Overview

Canon Solutions America is a Canon U.S.A. Company providing integrated systems technology that comprise one of the strongest solutions portfolios in the document management industry. If you are goal oriented, have an interest in technology, and are an outgoing person who enjoys servicing customers, this may be the position for you!

 

The Business Operations Manager position will support all aspects of Customer Service, Data Management, Parts ordering and related activities from order creation through revenue recognition.  This person will maximizing efficiency by improving processes and ensuring a best in class team by staffing, training, coaching and development.

 

Canon Solutions America offers a competitive compensation package including base salary, medical, dental, vision, 401(k) Savings Plan, profit sharing, opportunity to earn incentive trips, success sharing, tuition reimbursement, vacation, and much more!

Responsibilities

  • Manage and execute major initiatives across team involving customer care, productivity gains and corporate initiatives.   Facilitate interaction between cross functional stakeholders to ensure ownership and execution of a common plan.
  • Insure a highly professional and productive staff through selective recruitment, training, and development of all employees.  Cross-training of staff to ensure improved efficiencies across operations.
  • Establish, manage and report key performance indicators for all three primary departmental functions. Utilize data to develop action plans to close gaps between goals and results.
  • Manages, organizes and reviews the daily activities of the Customer Service, Customer Parts Ordering, and Master Data groups to ensure optimum productivity and internal and external customer satisfaction within required SLAs.
  • Continually monitor and refine quality assurance standards for call center and processing activities.
  • Management of customer meter reads through contract lifecycle, pricing increases/contract renewals, product structure and help desk activities related to sales deal configurator system, customer master data, FSS/GA renewals and reporting, invoicing and invoice troubleshooting, PO management and web systems to support customer experience.
  • Provide general Account management activities for customers. Provide assistance to sales reps and others in obtaining information regarding existing contracts, billing situations, renewals and general contract administration functions. 
  • Work effectively across the organization in resolving customer issues timely and establishing effective processes and updated training materials. Provide best in class service to all Canon Solutions America internal and external customers.
  • Must be able to coordinate and manage multiple functions which provide services to internal and external customers, where timeliness and accountability are at their highest.

Qualifications

  • BS/BA Degree.
  • Minimum 7 years of Management experience
  • Demonstrated experience in the area of process improvement, change management, and operational controls.
  • Excellent presentation, negotiation and interpersonal skills
  • Order to Cash, Customer Service, Contract, Account Management and Collection experience.
  • Results orientation with experience managing in a dynamic and multifaceted environment.
  • Strong analytical skills with the ability to identify processes and workflows
  • Advanced Excel and Power Point skills.
  • Willingness to travel as needed. (Less than 20% Travel) 

 

Canon Solutions America, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristics protected by law.

 

EOE Minorities/Females/Individuals with Disabilities/Protected Veterans

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