Accountable for managing all aspects of the rapid response expediting process, including 24 x 7 support, with the goals of achieving timely and positive results for all instances. Proactively developing and implementing strategies that enhances overall operational performance and drives positive customer satisfaction while maintaining cost effectiveness. Direct and coach each direct report in a manner that will result in a superior level of customer satisfaction.

'- Maintains a superior level of customer satisfaction when supporting Field Service, other departments, vendors, suppliers, and end customers using all system platforms available. Holding direct reports accountable for maintaining the same level.
- Manages and directs the day-to-day operations of the 24 x 7 Expediting Coordinators.
- Oversees our Expediting Partners activities holding them to account for on time performance, accurate billing, and SOP adherence.
- Schedules staff that provides support to our customers on a 24 x 7 basis.
- Manages and directs the day-to-day operations of the front-line Support Reps.
- Monitors and manages the Support Rep phone line ensuring no gaps or in coverage or extended delays in answering.
- Verifies email requests to the Support Rep mailbox are responded to in a timely and professional manner.
- Completes monthly grading of calls into the Support Line for each Support Team member. Provide coaching to each team member that meets department objectives.
- Develops, reviews, compiles and publishes productivity metrics including presenting those live to upper management as required.
- Independently works to favorably resolve direct customer escalations, issues, and concerns.
- Creates purchase orders to vendors as needed and validate direct reports are completing daily purchases in the most cost-effective manner available.
- Being proficient in creating, maintaining, and updating in scope system settings and values as needed.
- System development and business user integration testing for the updating and testing of new systems or enhancements.
- Works closely with our IT team to correct any systemic issues.
- Develops, trains, hires, and provides guidance to staff to maintain effective and smooth operations.
- Maintains authority for most personnel related decisions within the department.
- Responsible for reviewing and improving internal procedures to more efficiently and effectively service the company.
- Publishes, distribute, train, and enforce all current published procedures and standards.
- Completes all other tasks, projects and functions assigned by Manager.

- Bachelor's degree in a relevant field or equivalent experience required, plus 7 years of related experience and management experience 
- Cross Functional Team participation in projects both on and off site.
- Travel as required to complete business objectives.
- Proficient in Advanced Excel, Power Point, and use of analytical tools.
- Ability to multi-task.
- Computer skills with a knowledge of Oracle.
- Excellent written and verbal communication skills.
 
We are providing the anticipated base salary range for this role: $77,180 - $115,580 annually.
 

About our Company - Canon U.S.A., Inc., is a leading provider of consumer, business-to-business, and industrial digital imaging solutions to the United States and to Latin America and the Caribbean markets. With approximately $28.5 billion in global revenue, its parent company, Canon Inc., as of 2024 has ranked in the top-10 for U.S. patents granted for 41 consecutive years†. Canon U.S.A. is dedicated to its Kyosei philosophy of social and environmental responsibility. To learn more about Canon, visit us at www.usa.canon.com and connect with us on LinkedIn at https://www.linkedin.com/company/canonusa.

Who We Are

Where Talent Fosters Innovation.

Do you want your next professional experience to be filled with purpose and opportunity, world-class team members, and impactful work? Driven by our mission of exceeding customer expectations with our technologies and enriching the lives of our local communities and staff, we are a phenomenal team working collaboratively toward common goals. Our employees have a strong work ethic, creativity, and a cooperative spirit. We believe in integrity, respect, empowerment, and making a difference in the communities we serve. There is a strong sense of pride in what we do individually and together as a team. Join us and discover what it means to work for a global digital imaging leader with an unparalleled reputation for quality and innovation.

What We Offer

You’ll be joining a leader in digital imaging and innovation with an immense opportunity to make an impact and create your own rewarding career. We demonstrate commitment to our employees by offering a full range of rewards, including competitive compensation and benefits.

And Even More Perks!

-Employee referral bonus
-Employee discounts
-“Dress for Your Day” attire program (casual is welcome, based on your job function)
-Volunteer opportunities to give back to our local community
-Swag! A Canon welcome kit and official merch you can’t get anywhere else

†Based on weekly patent counts issued by United States Patent and Trademark Office.
All referenced product names, and other marks, are trademarks of their respective owners.

Canon U.S.A., Inc. offers a competitive compensation package including medical, dental, vision, 401(k) Savings Plan, discretionary profit sharing, discretionary success sharing, educational assistance, recognition programs, vacation, and much more. A more comprehensive list of what we have to offer is available at https://www.usa.canon.com/about-us/life-at-canon/benefits-and-compensation

We comply with all applicable federal, state and local laws, regulations, orders and mandates, including those we may be required to follow as a federal government contractor/subcontractor.

You must be legally authorized to work in the United States. The Company will not pursue or support visa sponsorship. All applicants must reside in the United States at the time of hire.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

If you are not reviewing this job posting on our Careers’ site https://www.usa.canon.com/about-us/life-at-canon, we cannot guarantee the validity of this posting. For a list of our current postings, please visit us at https://www.usa.canon.com/about-us/life-at-canon.

#CUSA

Hybrid - This position is full time and offers a hybrid work schedule requiring you to be in the office three days a week and an option to work from home the remainder of the week (unless a specific business need arises requiring in office attendance on other days). Note that work schedules and office reporting requirements may change from time to time based on business needs.

#LI-KG1 #LI-HYBRID #PM19