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Call Center Representative

• Lead, coach, and motivate a team of contact center agents by providing ongoing communication, performance feedback, and professional development.
• Provide guidance and support to agents handling customer interactions, ensuring adherence to company policies, procedures, and service standards.
• Conduct performance evaluations, establish performance goals, and support employee growth through regular coaching and counseling.
• Monitor agent schedules and attendance to ensure adherence to assigned work hours and break schedules while maintaining adequate staffing levels.
• Review and evaluate quality assurance metrics, call handling performance, and service level objectives to ensure exceptional customer experiences.
• Analyze team performance data and implement appropriate actions to achieve departmental goals and key performance indicators.
• Monitor the Automatic Call Distribution (ACD) system to ensure efficient call routing and balanced workloads across contact center teams.
• Identify and resolve issues impacting call flow, minimizing disruptions and ensuring timely customer support.
• Handle escalated customer concerns with professionalism, sound judgment, and a commitment to delivering positive resolutions.
• Foster a collaborative, high-performing team environment focused on continuous improvement, accountability, and outstanding customer service.

Contact Center Supervisor

Communications

• Responsible for ensuring all service calls are answered and entered into company systems in a timely and accurate manner.
• Responsible for providing the best possible customer service to internal as well as external customers.
• Must be able to handle level 1 call types.
• Provides outstanding service to customers calling the dispatch team for service.
• Responds to routine customer inquiries via live call or Email as needed.
• Provides follow through on any special customer needs in a timely manner.

Customer Communications Representative I

Advisor

• Serve as a subject matter resource within a function by offering advice on difficult issues
• Provide creative and effective solutions to problems
• Assist in the development of policies and procedures
• Communicate with internal and external parties (including CBP and Customs Brokers)
• Implement and monitor audit activities
• Assist Customs Operations
• Handle tariff management involving Section 301 and Reciprocal Tariffs

Logistics Advisor

General

• Monitors customer service dispatch requests
• Dispatches technicians in a timely manner
• Communicates with Service Managers, Technicians, and customers
• Provides outstanding service to customers calling the dispatch team
• Handles escalated situations
• Contacts customers with updated estimated time of arrivals

Dispatch Coordinator II

Manager

• Collaborates closely with Marketing and Service teams to develop strategic product planning initiatives.
• Serves as a hands-on manager and mentor, driving the development of staff and processes within Marketing and related teams.
• Leads a team of professionals to enhance equipment capabilities, supporting the sales organization by expanding paper options, optimizing sample output quality, and resolving substrate issues that affect equipment serviceability.
• Manages all Media Lab personnel and operations, including media analysis and availability coordination with paper mills and suppliers.
• Oversees the triage of media-related service escalations, working in partnership with Marketing and upstream factories to align processes, publish qualified materials, and address customer concerns effectively.
• Lead all aspects of the Customer Experience Center (CIC), including meeting/demo preparation and post-mortem analysis.
• Manage a diverse team: product experts, press operators, customer service reps, and finishing experts.
• Coordinate with CIC staff and field teams to fulfill print sample requests and ensure adherence to process standards.
• Support customer events (PPS, LFS, ESS) and represent senior management as a presenter and liaison with vendors/speakers.
• Oversee executive involvement in customer visits: confirm attendance, prepare briefing documents, and align meeting goals.
• Develop and implement standardized Executive Briefing Documents for internal distribution ahead of visits.
• Maintain CIC’s “look and feel” to ensure cohesive, application-focused representation in partnership with Product and Segment Marketing Managers.
• Respond to ad hoc trade show and field requests outside regular visit programs.
• Manage equipment and expenses, maintaining spend below 100% of budget.
• Partner with internal teams to support Boca-hosted events including sales training and press tours.
• Conduct staff performance reviews, support development plans, and drive training initiatives.
• Deliver persuasive presentations to influence customer decision-making.
• Delegate effectively, build consensus, and manage multiple cross-functional projects with diverse priorities.
• Drive a culture of continuous improvement; lead initiatives improving cross-functional systems and workflows.
• Oversee all Media Lab operations, including media evaluation processes and coordination with factory stakeholders.
• Publish evaluated media aligned with Category Marketing guidance.
• Lead technical teams of media experts (chemists, paper specialists, post-coating specialists) for improvement and escalation handling.
• Coordinate fulfillment of media analysis requests and establish clear procedural expectations across business units.

Senior Manager, Customer Innovation Center

• Studies sales trends and sales history to fully understand the requirements of our products based on market and customer demands
• Complete monthly purchase plans for products based on the forecast/ladder and on hand/in transit inventory
• Manages inventory levels to ensure that we are not exceeding the target turnover rate for each product line
• Manages the allocation process for inventory items and analyze business partners' ladders/forecasts to ensure we are shipping as requested
• Maintains monthly allocation file with updated forecasts and reflects accurate information into PSI
• Reviews competitors' products to see how we can compete
• Manages the order release process while supporting sales and effectively collaborating with order management, logistics and sales support
• Supports budget planning and inputs Hyperion calculations for items in all expense categories

Business Planning Specialist

Support Engineer

• Provide positive and professional technical support to Canon customers via phone
• Analyze complex issues to answer questions, troubleshoot, and advise on solutions
• Promptly identify, research, and resolve customer inquiries using all available software and network tools
• Interact with customers and team members simultaneously to expedite call resolution
• Make prompt, accurate business decisions that mutually benefit the business and the customer
• Document interactions and resolutions in our easy-to-use applications
• Assist customers using our Total Care approach in making a purchase decision and completing their order on the Canon website

Technical Printer Support Representative I, Inkjet

Collections

• Managing past-due accounts, including customers with balances aged 1–30 days as well as accounts exceeding 31 days delinquency
• Providing customer service regarding collection issues
• Process customer refunds, review account adjustments, and resolve client discrepancies
• Monitoring and maintaining assigned accounts
• Building and maintaining working relationships with customers, dealers, and associates
• Follow through on all issues timely and accurately to resolution
• Resolve customer delinquency to ensure resolution prior to 90 days
• Accountable for reducing delinquency for assigned accounts
• Resolving disputes such as insurance, asset usage, sales tax, etc. in a timely fashion
• Update core systems with case management

Collections Representative

Director

• Direct the end-to-end consolidation of all subsidiaries.
• Prepare statutory consolidated financial statements, disclosures, and internal/external financial reporting in strict accordance with GAAP.
• Ensure the accurate and timely transmission of consolidated financial results to Canon Inc. and present analytical reports to Canon USA top management.
• Establish and communicate reporting time-frames and requirements to all group companies.
• Continuously drive closing process improvements across the Americas.
• Serve as the subject matter expert on accounting principles and financial reporting rules.
• Monitor new accounting pronouncements, update reporting requirements, and provide GAAP guidance to all group companies.
• Oversee the booking, tracking, and reporting of leases across all group companies, ensuring compliance with relevant standards.
• Maintain the Hyperion EPM consolidations system, overseeing the Chart of Accounts (COA) and structural mapping to Canon Inc.
• Manage and review financial audits for corporate 401K and CAP plans.
• Direct the activities of multiple managers. Set team goals aligned with long-term organizational strategy, manage budgets, and oversee the selection, development, and evaluation of staff.

Director, Consolidations

Account Executive

• Manage and grow revenue within an assigned portfolio of independent Canon dealers
• Conduct frequent in-field visits (3–4 days per week) to strengthen relationships and drive sales activity
• Lead joint sales efforts on large deals and major account opportunities; participate in end-user sales calls
• Deliver strategic quarterly business strategy meetings (QBRs) with top dealers, providing performance insights and growth planning
• Promote and support Canon’s full portfolio: - Hardware: imageFORCE, imageRUNNER ADVANCE, Production, Large Format, imageCLASS, Printers, Scanners - Software: uniFLOW, Therefore, PRISMA - Programs: Canon Financial Services, CSMP, Canon Academy Training
• Collaborate cross-functionally with Solutions Analysts, LFS Specialists, and Marketing to maximize territory performance
• Identify and engage with potential new dealers to expand Canon's footprint
• Provide market intel, competitive insights, and dealer feedback to internal stakeholders

Account Executive – Dealer Channel

Analyst

• Monitoring all department email, as well as the Sales order queue, to ensure prompt and professional responses, and timely order validations.
• Validating all orders submitted to Strategic Pricing to establish accurate equipment and service pricing in relation to financial model, price files, and application of eligible credits and promotions.
• Problem solving issues by utilizing database, internal team, customer pricing documents, email communication, and other means.
• Diligently following through on order validation to completion by aligning with appropriate parties to quickly resolve roadblocks.
• Analyzing price/cost data on previous deals to maintain competitive service pricing.
• Collaborating with management to develop and maintain service pricing price lists.
• Responding to incoming calls in support of sales team and other internal teams.
• Completing other department projects as needed.

Strategic Pricing Associate Analyst

Social Media Manager

• Assist in the end-to-end development of high-impact paid social ads and organic content across all major social channels
• Take the lead on managing our cinema-focused Instagram handle
• Proactively brainstorm and execute content based on trending concepts, sounds, and cultural moments
• Contribute to data-driven growth plans for TikTok, Instagram, Pinterest and Threads
• Oversee our user-generated social campaign, including reviewing submissions and managing the social promotion strategies
• Provide critical support during product launch cycles
• Support the social promotion of our prestigious Canon Explorer of Light program
• Collaborate with the broader marketing team to support marketing efforts for key products and services

Social Media Specialist

Sales

• Responsible for solution development and justification; product presentation and demonstration; strategic prospecting and selling; business analytics; and expertise with production printing applications.
• Focuses on the division's top revenue producing accounts, ensuring an executive level support model.
• Provides specialized color sales support and leadership to the Account Executives within the division.
• Responsible for driving sales activities through the Account Executives.
• Develops strategic plans for achieving territory quota and maximizing long-term account revenue opportunities for the company's Production Inkjet.
• Mentors Account Executives on prospecting, identifying and forecasting Continuous Form/Sheet-fed Inkjet printing systems opportunities within their existing or potential customers.
• Develops and delivers dynamic customer presentations, demonstrations and proposals highlighting the unique customer business applications and solutions.
• Leads the sales cycle by assessing, analyzing and recommending account color document workflow environment for identified opportunities.
• Drives prospecting activities to support sales management.
• Manages complex sales cycle by utilizing a consultative solution selling approach for the consideration and selection of the product line.
• Engages C-Level executives and decision makers to gain understanding of their business objectives and promote how the solutions create value for their organization, through effective business analytics and justification processes.
• Acts as subject matter and competitive expert.
• Supports the division's most prestigious and largest customers with the solution development and sale of production inkjet products.

Senior Executive, Sales Development – iV7 Specialist

Billing Specialist

• Interacts with customers regularly to ensure accurate and timely billing
• Reviews and validates pricing and terms of service agreements and purchase orders
• Responsible for entering and updating service agreement billing and terms in custom operating system
• Handles routine dispute resolution and resolves all internal and customer inquiries through phone, email and customer ticketing system in a timely manner; escalates unresolved issues to Lead or Supervisor
• Retrieves and enters meter reads; retrieves purchase orders for contract renewal
• Responsible for manual billing of contracts with CFS. Ensures payments are booked correctly. Complete more complex reporting required by the accounts
• Coordinates data flow between CFS and Canon USA; reviews and tracks insourcing payments
• Upgrades quotes for Sales
• Facilitates all Waive Requests from CFS
• Processes contract termination at End of Life; processes and enters all lease addendums and modifications
• Processes manual billing for Professional Services, chargeable supplies, labor costs, and other provider billing
• Advises Collections on cash or credit application to ensure accurate open receivables
• Works to ensure billing format matches master agreement, (when appropriate) and provides custom reporting when necessary
• Reconciles all customer billing with open receivables to ensure customer receives all billing from multiple departments correctly
• Enters and uploads invoices to third party portals

Billing Representative

Customer Support

• Provide expert technical assistance for Canon consumer camera and video products via phone
• Assist customers with service requests, repair status updates, and payment processing
• Support CPS (Canon Professional Services) members with troubleshooting, service coordination, equipment inquiries, and membership renewals
• Guide users through detailed, step-by-step troubleshooting using product knowledge and support resources
• Accurately document customer interactions using CRM (Customer Relationship Management) tools to ensure consistent service and tracking
• Escalate unresolved or complex issues to the appropriate internal teams as needed
• Identify opportunities to recommend Canon’s Total Care solutions and enhance overall customer value
• Stay up to date on Canon products, services, and support tools through regular training and self-study
• Consistently meet or exceed performance standards in reliability, communication, technical knowledge, and customer satisfaction
• Collaborate with team members and cross-functional departments to improve service delivery
• Perform additional support duties as assigned to contribute to team success