GSD Account Specialist

OverviewKonica Minolta currently has an exciting opportunity for a GSD Account Specialist!Provide an exceptional service experience when handling incoming customer requestsDetermine nature of customer request and provide the appropriate support or escalationHandle additional dedicated and non-dedicated customer requests as neededInteract with external systems per customer requirementsFollows standard Service Level Agreement (SLA) Management practicesResponsibilitiesFollows prescribed processes and procedures including systems, schedule adherence and tool utilizationCommunicate clearly and professionally with customers to handle requests efficientlyHandle inbound requests including support incidents, service requests, meter readings and orders using internal and external multi-media following customer specific procedures and policiesTriage customer requests to determine best course of action using active listening and/or research including proper handling of account specific proceduresIdentify urgent situations that require additional actions to satisfy the customers' needs including supply sourcing/expediting as well as incident and customer specific project escalationFollow through on customer commitments, research as needed using available resourcesProvide standard SLA and escalation management based on customer entitlementRoutine monitoring of specified customers, follow up with direct and indirect resources; document activity and complete incident in applicable systemsActively participate in learning opportunities and completes assigned curriculum in a timely manner; apply knowledge learned to continuously improve the customer experienceComplete other projects and tasks as assigned by managementQualificationsHigh school diploma or equivalentMinimum 2 years' experience in customer serviceExcellent verbal and written communication skillsKnowledge of systems and applications used to support a call center environmentGood customer service and interpersonal skillsAbility to problem solve and perform basic troubleshooting with minimal assistanceComputer skills- Microsoft Office, Word, Excel, PowerPointPositive attitude and collaborates well with team membersDetail OrientedAbility to multi-task work in a fast paced environmentOccasional travel as requestedAbout UsKonica Minolta Business Solutions' (Konica Minolta) journey started more than 150 years ago, with a vision to see and do things differently. The company partners with clients to Give Shape to Ideas by supporting their digital transformation through its expansive Intelligent Connected Workplace portfolio. Its business technology offerings include IT Services, intelligent information management, video security solutions and managed print services, as well as office technology and industrial and commercial print solutions. 2025 marks Konica Minolta's 20th anniversary in production print, for which it celebrates 20 Years of Excellence, Innovation and Impact, and continues to lead the way in digital commercial printing. This year also commemorates 20 years of Konica Minolta's bizhub brand. Over the past two decades, the bizhub series has revolutionized office technology and redefined how businesses operate. It has continuously evolved to meet the needs of modern workplaces, fueled by advances in technology and a commitment to innovation. Konica Minolta is proud to be ranked on the Forbes 2025 America's Best Large Employers list, included on CRN's MSP 500 list numerous times; recognized as the #1 Brand for Customer Loyalty in the MFP Office Copier Market by Brand Keys for eighteen consecutive years and presented with Keypoint Intelligence's BLI 2025 and 2021 A3 Line of The Year and BLI 2021-2023 Most Color Consistent A3 Brand Awards for its bizhub One i-Series. For more information, please visit Konica Minolta online and follow it on Facebook, YouTube, LinkedIn and Twitter.Konica Minolta operates on a North American Shared Services model, which aligns cross-border priorities and enhances delivery to its field organization. This combines service functions in the U.S. and Canada, ultimately providing more resources to support areas such as sales administration, logistics and supply chain, marketing, product planning, finance, IT, HR and legal.Au sujet de Konica MinoltaSolutions d'affaires Konica Minolta (Konica Minolta) a entam son parcours il y a plus de 150 ans, avec la volont de voir et de faire les choses autrement. Elle fait quipe avec ses clients pour donner forme leurs id es en appuyant leur transformation num rique grce un riche portefeuille de solutions pour un milieu de travail connect et fut . Parmi ses technologies d'affaires, on retrouve des services de TI, la gestion intelligente de l'information, des solutions de s curit vid o et des services d'impression g r s ainsi que des technologies de bureau et des solutions d'impression industrielle et commerciale. L'ann e 2025 marque le 20e anniversaire de l'entr e de Konica Minolta dans le march de l'impression de production; l'entreprise souligne 20 ann es d'excellence, d'innovation et de r sultats tout en continuant d' tre une figure de proue dans l'impression num rique commerciale. C'est aussi l'ann e o la marque bizhub de Konica Minolta c l bre ses 20 ans, au cours desquels la gamme a r volutionn la technologie de bureau, red fini les processus des entreprises, et volu continuellement pour r pondre aux besoins des milieux de travail modernes, mue par les avanc es technologiques et la volont d'innover. Konica Minolta est fi re de faire partie du palmar s 2025 des meilleurs grands employeurs d'Am rique de Forbes, d'avoir figur plusieurs reprises au palmar s CRN des 500 fournisseurs de services g r s, d'avoir t nomm e la marque num ro un en mati re de fid lit des clients sur le march des appareils de bureau multifonctions par Brand Keys pendant 18 ann es cons cutives, et de s' tre vue d cerner les prix BLI A3 Line of the Year 2021 et 2025 et Most Colour Consistent A3 Brand 2021-2023 de Keypoint Intelligence pour sa gamme bizhub One i-Series. Pour en savoir plus, rendez-vous sur le site de Konica Minolta et suivez l'entreprise sur Facebook, YouTube, LinkedIn et Twitter.Konica Minolta fonctionne selon un mod le de services partag s nord-am ricain qui permet d'harmoniser les priorit s transfrontali res et d'am liorer la prestation de services aux organisations op rationnelles. Le mod le combine des fonctions de service am ricaine et canadienne afin d'offrir davantage de ressources aux services de soutien comme l'administration des ventes, la logistique et la cha ne d'approvisionnement, le marketing, la planification des produits, la finance, les TI, les RH et les services juridiques.EOE StatementKonica Minolta is an equal opportunity and affirmative action employer. We consider all qualified applicants for employment without regard to race, color, religion, creed, national origin, sex, pregnancy, age, sexual orientation, transgender status, gender identity, disability, alienage or citizenship status, marital status or partnership status, genetic information, veteran status or any other characteristic protected under applicable law.Konica Minolta Business Solutions (Canada) Ltd. is an equal opportunity employer.Solutions d'affaires Konica Minolta (Canada) Lt e. est un employeur d'opportunit gale.