Client Services & Sales Support Coordinator

Client Services & Sales Support Coordinator

The Client Services & Sales Support Coordinator is responsible for delivering exceptional service experiences to clients by managing relationships, ensuring contractual compliance, and driving client satisfaction. This role acts as the primary point of contact for clients, overseeing service delivery and supporting business growth through proactive engagement.

Key Responsibilities:

• Client Relationship Management

  Serve as the primary liaison for assigned clients, fostering trust and long-term partnerships.

  Understand client objectives and align Ricoh's services and solutions to meet their business needs.

  Conduct regular account reviews and capture client feedback to support continuous improvement.

• Service Delivery Oversight

  Monitor service performance against SLAs and KPIs, ensuring issues are identified and resolved in a timely manner.

  Coordinate with internal teams to deliver consistent, seamless service experiences.

  Proactively escalate complex service challenges while managing client expectations effectively.

• Financial & Operational Accountability

  Track account performance and prepare client reports on service delivery outcomes.

  Support contract renewals and identify opportunities for upselling and cross-selling Ricoh solutions.

  Ensure accurate documentation and adherence to contractual obligations.

• Client Experience & Retention

  Develop and implement strategies to enhance client satisfaction, engagement, and loyalty.

  Promote Ricoh's value proposition through proactive communication and ongoing client engagement.

• Compliance & Governance

  Maintain accurate and up-to-date records in CRM systems in accordance with company policies.

  Compile lists of prospective client businesses using trade directories and other appropriate sources.

  Acquire and maintain up-to-date knowledge of the employer's and competitors' goods and services, as well as market conditions.

  Support Sales Representatives in regular account reviews with prospective and existing clients to identify and act on sales opportunities.

  Assess customer needs and clearly explain the goods and services that best meet those requirements.

  Promote the employer's ICT goods and services to existing and prospective clients.

  Prepare quotations, negotiate pricing and credit terms, complete contracts, and accurately record orders.

  Arrange the delivery of goods, installation of equipment, and provision of services.

  Report to sales management on sales activity and the marketability of ICT goods and services.

  Follow up with clients to ensure satisfaction with ICT goods and services purchased, arranging modifications and resolving any issues that arise.

  Prepare sales reports and maintain and submit records of business expenses incurred.

  Ensure compliance with industry standards and Ricoh's governance frameworks.

To be successful in this role:

• Strong client relationship and communication skills.
• Ability to analyse service performance and implement improvements.
• Commercial awareness and understanding of contractual obligations.
• Problem-solving and conflict resolution capabilities.
• Proficiency in CRM and reporting tools.

At Ricoh, we take pride in giving back for your contribution to our success. We offer a range of benefits including:

• Paid Parental Leave
• Purchased Leave Scheme
• Participation in our RedE recognition program
• Free income protection cover
• Wellness program
• Novated leasing

Employment Type: Permanent