Customer Success Executive

Overview

In this role you drive the success and growth of Ricoh’s eShop (TReS) and One Ricoh Portal (ORP) by delivering an exceptional online experience. You work closely with cross-functional teams to ensure platform accuracy, usability and alignment with customer needs, while advancing the eCommerce strategy. You will support onboarding, training and ongoing optimization to improve engagement and digital sales. This is a hands-on role in a people-first, sustainability-minded organization that values collaboration and impact. You’ll help shape a seamless customer journey at scale and contribute to Ricoh’s broader mission of meaningful work and positive outcomes.

Pay / Benefits

• learning pathways and mentoring
• career opportunities across functions and countries
• flexible working
• wellbeing resources
• recognition programs (Imagine. Change. Awards)
• volunteering and sustainability initiatives

Responsibilities

• Platform Management for Tres & ORP including configuration of products, pricing, catalogues, user access and workflows
• Create and implement platform updates based on customer requirements and conduct data audits for accuracy and compliance
• Serve as primary contact for Tres and ORP queries, resolve incidents within SLAs, provide user training on platform functionality
• Monitor platform performance and identify process improvements to enhance CX and internal efficiency
• Support onboarding of new customers and collaborate with Sales, IT, Supply Chain, and Product Marketing
• Produce and maintain reports on platform usage and revenue, analyze trends to improve engagement and adoption
• Support testing and implementation of new functionality, system upgrades and releases
• Maintain documentation of platform configurations and procedures
• Collaborate with stakeholders to ensure solutions meet customer and business needs
• Participate in customer meetings and project activities as required

Key requirements

• Experience in eCommerce, customer service, or digital support environment
• Strong customer focus with excellent communication
• Ability to manage multiple priorities and work independently
• Attention to detail and problem-solving abilities
• Strong Microsoft Office skills, particularly Excel

• Customer-centric mindset
• Proactive and results-oriented
• Strong organizational skills
• Experience with B2B eCommerce platforms
• Customer onboarding and training
• Data analysis and reporting (Power BI preferred)

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