The posting
Welcome to PFU America, Inc. (PAI) an established leader in the Document Imaging industry, delivering innovative scanning solutions and services that enable our customers to solve critical business productivity and streamline operations.
We are also the proud creators of Happy Hacking Keyboard (HHKB), which strives to be the best performing, highest quality and most satisfying line of keyboards on the planet. Born from the vision of a perfect computer keyboard, HHKB has become the go-to digital companion for programmers, gamers, hackers and high-performance keyboard enthusiasts over the past 25 years.
While our headquarters is based in the heart of Silicon Valley in Santa Clara, CA, our teams do great work from just about anywhere. We offer excellent benefits and an inclusive culture that rewards hard work and teamwork, encourages intellectual growth and celebrates diversity.
Learn more about PAI here: https://www.pfu-us.ricoh.com/about-us
ROLE SUMMARY
Customer Support & Communication
- Provide timely, professional support via phone and email.
- Resolve customer issues such as delivery delays, address discrepancies, and order inquiries.
- Assist with updating points of contact in ServiceNow (SNO) service calls, manage call deferrals and watchlist activities in accordance with established procedures.
- Document of customer calls and email actions into ServiceNow.
Inventory & Operational Oversight
- Monitor inventory accuracy (negative balances, excess/aged inventory).
- Manage scrap orders, sub-inventory reviews, and inventory disposition (including ECNs).
- Monitor all delivery exceptions for the company and communicate with FedEx to provide a solution so that the delivery can be completed and service call SLA met.
- Monitor and address Bigcom Order Errors
Reporting & Compliance
- Maintain accurate records and documentation (ISO compliance).
- Generate and review daily operational reports (Open Picks, Aging, URMA, etc.).
- Compile a daily report of deferral, watchlist, and assigned cases to Field Engineers
- Compile a daily report of Ecom RMA’s and Backorders
- Run a weekly report of Ingram and TD Synnes aging RMAs (RMA’s exceeding 90 days cancelled).
- Track “Rental Scanners” daily alert to ensure all units are returned by due date.
- Compile a daily report for “ECOM PENDING ORDERS” and provide a weekly update.
Issue Resolution & Process Support
- Investigate URMAs and resolve discrepancies.
- Support EOL/EOS processes and contract updates.
- Monitor and resolve purchase order discrepancies, and shipping exceptions.
- Monitor EDI errors and address daily
- Manage Ecom rental scanner activity.
- Bigcommerce Orders.
- Ingram and TD Synnes.
KEY RESPONSIBILITIES
- Ensure end-to-end execution of service calls and service orders in alignment with established SLAs, policies, and customer requirements.
- Deliver high-quality customer support through professional, timely communication across phone and email channels.
- Monitor order fulfillment, shipment status, and delivery performance; proactively escalate and resolve exceptions impacting customer satisfaction.
- Partner with Planning, Logistics, and Service Contracts to drive resolution of order, inventory, and service-related discrepancies.
- Administer Service Sales operations, including order processing, EDI transactions, bulk uploads, trade-in requests, RMAs, and shipping documentation.
- Maintain data integrity across customer, contract, and service records; generate and analyze operational and contract performance reports.
- Act as a liaison to internal teams (TAC, OMNI, Field Engineers) to ensure effective issue resolution and service.
- Serve as a primary point of contact for customers, resellers, and distributors, managing communications across shared and individual inboxes.
- Ensure all emails received in departments mailboxes (Dispatch, Service Sales, ServOp, and Ecom) and assigned personal inboxes are acknowledged and responded to within two business hours of receipt, including providing an estimated timeframe for completion. Copy the Supervisor on all related correspondence.
- Research, process, and deposit all returns and URMAs within two business days of receipt, ensuring timely resolution and accurate record management.
- Provide daily, weekly, and status updates, reports, and operational summaries as requested by management.
- Demonstrate a sense of urgency in addressing customer inquiries, operational requests, and service-related issues while meeting established departmental service-level expectations.
- Maintain professional and business-appropriate communication standards in all written correspondence, ensuring emails are clear, concise, accurate, and conducted in a courteous and professional manner when communicating with customers, resellers, vendors, and internal stakeholders.
- Genesys log in and out: Maintain schedule and service availability requirements by logging into Genesys on time at the start of each scheduled workday and remaining logged in through the end of the assigned shift. Remain available in the queue during all working hours, except for breaks, meal periods, or scheduled meetings, and update queue status appropriately to reflect availability.
Note: This job posting outlines the primary duties and responsibilities of the role. It is not intended to be a comprehensive list of responsibilities and tasks. The nature of our work is dynamic, and responsibilities may evolve over time as organizational needs change.
We are an Equal Opportunity Employer and are committed to fostering an inclusive and diverse workplace. We do not discriminate against any applicant or employee based on race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other protected characteristic under applicable laws. All employment decisions are made based on qualifications, merit, and business needs.
