Client Service Representative II

About the Company

Canon U.S.A., Inc. is a leading provider of consumer, business-to-business, and industrial digital imaging solutions across the United States and Latin America and the Caribbean. Canon is committed to innovation, customer satisfaction, social responsibility, and creating an inclusive workplace where employees can build rewarding careers.

About the Role

Canon U.S.A. is seeking a Client Service II Representative – Print Production to support office services and print production operations in Cookeville, Tennessee.

This full-time, customer-facing role requires advanced knowledge of site operations, strong organizational skills, and the ability to coordinate workflows and support team members. The position oversees print requests, customer communications, daily service activity, and production processes while ensuring work is completed accurately and within established service-level requirements.

Location: Cookeville, Tennessee

Responsibilities

• Inform supervisors promptly of potential issues, operational problems, and customer concerns.
• Respond to management and client requests through email, phone, text, and in-person communication.
• Deliver professional and responsive customer service.
• Help create and maintain Site Procedure Guides documenting account processes.
• Monitor workflow and distribute tasks among team members to meet account SLA requirements.
• Communicate workflow and procedure changes and provide training to team members.
• Maintain daily and monthly service activity records.
• Serve as a primary client contact for daily activities when assigned.
• Participate in client meetings regarding account performance and service activity.
• Provide cross-functional support across copy/print production, mail and courier services, reception, shipping and receiving, inventory, warehouse, and records services as required.
• Participate in cross-training to provide operational coverage during staffing shortages.

Print Production Responsibilities

• Process print and reproduction requests accurately and on time.
• Review electronic files for print readiness.
• Print, punch, bind, assemble, sort, and laminate documents.
• Perform quality-control checks before delivery.
• Receive, log, deliver, and track print activity for reporting.
• Respond to customer print requests and inquiries.
• Perform routine equipment upkeep and basic maintenance.
• Track customer requests and fulfillment status.
• Perform daily convenience-care functions as needed.

Qualifications

• High school diploma, GED, or equivalent experience.
• 1–2 years of related experience.
• Previous customer service experience.
• Good computer skills and technical knowledge.
• Strong communication and interpersonal skills.
• Ability to multitask and prioritize work to meet deadlines.
• Ability to work with minimal supervision.
• Willingness and ability to work overtime as required.
• Ability to obtain security or other clearances required by client locations.
• Valid driver's license and acceptable driving record if travel between client locations is required.
• Ability to lift up to 50 pounds.
• Ability to stand, bend, walk, reach, and pull for extended periods.

Preferred Qualifications

• Previous experience in print production, copy center, office services, or document management.
• Experience with commercial or office printing equipment.
• Knowledge of document finishing processes such as binding, punching, laminating, sorting, and assembly.
• Experience managing print requests and production workflows.
• Experience working in a client-facing onsite services environment.
• Familiarity with service-level agreements and operational reporting.
• Strong troubleshooting and equipment-maintenance skills.
• Ability to train colleagues and coordinate daily workflow.

Pay & Benefits

• Competitive hourly compensation of $17.20–$23.37.
• Medical, dental, and vision insurance.
• 401(k) Savings Plan.
• Discretionary profit sharing.
• Discretionary success sharing.
• Educational assistance.
• Recognition programs.
• Paid vacation.
• Employee referral bonus.
• Employee discounts.
• Flexible "Dress for Your Day" attire program where applicable.
• Volunteer opportunities.
• Canon welcome kit and employee merchandise.
• Opportunities for professional development and career growth.
• Opportunity to work for a global digital imaging and technology leader.

Benefits and eligibility may vary based on position, location, employment terms, and applicable company policies.