Contracts Management Coordinator

Essential Duties The Contracts Management Coordinator will support Inbound/Outbound Email and Inbound/Outbound Phone transactions falling to but not limited to the following categories below: • Service Contract Creation • Service Contract Status enquiries • Service Contract/Consumable invoice enquiries • Service Contract terminations • Service Contract Renewals/Extensions • Service Contract Updates • Service Contract Novations • Bill & Ship to Creation/Updates • Consumable Returns • BP Contract Exceptions Report • Contract Exceptions Report • Overbilling Hold Management • Manual Credit and Debits • Bulk Meter Reads Upload • WMR Contact Creation and Update • New Account Creation • Primary Job Functions: • Identify customer's issue and provide available support options. • Adhere to and demonstrate Quality Monitoring (QA) guidelines. • Demonstrate a high level of professionalism and strong customer service orientation. • Update Call / Email Management database with details on each customer call in accordance with client procedures. • Outline any charges and or guidelines to customers in accordance with client procedures. • Regularly stay updated with the latest product knowledge and technical skills using available resources. • When required, to escalate issues outside of service boundaries to Team Leader. • Take responsibility to ensure customers experience with Canon exceed expectations. • Create a positive impression on Canon whenever interacting with customers. • Undertake any Ad Hoc project or assignments assigned by Team Leader. • Update the record if necessary and verify if information is correct through internal/ external tools. • Undergo cross-training and handle other LOBs (line of business) as assigned by the Team Leader. Qualifications • 6 months or more full-time call handling or email handling experience. • Back Office Experience (B2B)