Team Leader - Macquarie Park, Australia - Pitney Bowes

Pitney Bowes Macquarie Park, Australia

4 days ago

Description

JOB DESCRIPTION

At Pitney Bowes, we do the right thing, the right way. As a member of our team, you can too.

We have amazing people who are the driving force, the inspiration and foundation of our company. Our thriving culture can be broken down into four components: Client. Team. Win. Innovate.

We actively look for prospects who:

• Are passionate about client success.

• Enjoy collaborating with others.

• Strive to exceed expectations.

• Move boldly in the quest for superior and best in market solutions.

Job Description:

Objective of the role

The key objective of this role is to manage the Sales Orders Processing Team to process customer orders to include equipment and software sales, subscriptions, Equipment Maintenance agreements (EMA) and Lease (Rental) agreements as per the customer's contract and to ensure accurate and timely data entry into the PB ANZ systems and associated correspondence with Suppliers. This role also undertakes all tasks performed by the team to assist with the workload and is responsible for balancing the load across the team to ensure all objectives and SLAs are met.

The employee must demonstrate key competencies and models PB values at all times. The employee must follow all policies and procedures with disciplined execution and supports the EBIT objectives of Pitney Bowes to ensure revenue growth and Pitney Bowes' longer-term profitability and organisational objectives.

Key Accountabilities

Manage the Sales Order Processing Team to ensure all orders and inquiries are attended efficiently and customers are provided with high levels of customer service;

Manage the roster for the Sales Order Processing team to ensure suitable resources are available to attend to customer inquiries and sales representatives' orders;

Provide the Sales Order Processing team members with coaching, training and support as required to be engaged employees delivering high levels of customer satisfaction;

Manage the Human Resource requirements for direct reports to ensure all company HR initiatives and system requirements are delivered in full and on time. Eg Goal setting and Performance Reviews in the HR system;

Provide input into the annual Learning and Development plan for the team and each individual and facilitate the time and resources required to complete the plan. Complete a regular check that tasks are being completed and expedite as required;

Ensure the team is utilising the documented procedures and advise any gaps in documentation or requirement to change or re-engineer processes;

Make suggestions for continuous improvements suggestions for Sales Order processing in an effort to improve SLAs and lift the overall team productivity levels;

Utilise reporting to measure performance and develop additional reporting as required;

Maintain an efficient Sales Order Processing operation and contribute to the EBIT objectives of the business; and

Undertake responsibility for sales order processing duties as an individual contributor to meet designated SLAs.

Sales Order Processing

Process customer sales orders to include all aspects of the sales agreement to include Service Maintenance setup and Rental contract entry as appropriate;

Manage returns for customer equipment (Complete RA entry in ERP and Warehouse system and liaise with customer for machine pickup or remote delicense as appropriate). Confirm with Service whether to recycle in customers location;

Monitor Backlog of orders and provide status report to the business;

Complete designated invoicing; Warehouse dispatch, Subscription invoicing, EMA invoicing;

Process approved Credit applications from customers to generate credit note;

Manage customer support requests in the designated Leasing inbox and any Salesforce Tasks assigned to the Order Processing team;

Assist with the operational management of the ANZ NPS program;

Send welcome letter to customers; attach customers paperwork and internal worksheet to the closed opportunity in Salesforce;

Review third party service/maintenance invoices against customer contracts and approve for payment; and

Any other task as required from the business from time to time

Key Capabilities (Essential Skills)

Team and people management experience preferred.

Ability to interact with customers over the phone in a professional and helpful manner and to sue strong verbal communication skills;

Strong attention to detail;

Low error rate with data entry (Near 100% accuracy is required);

Clear and concise written communication skills;

Strong problem-solving skills; and

Reliability and able to deliver to deadlines through self-management and self-monitoring.

Key Qualifications/Experience

Preference of a minimum of 2 years' experience in a Customer Relationship Management or a similar role and experience with order entry, doing people management;

Good understanding of Order to Cash process;

Solid experience working with MS Office, particularly Excel;

Experience of working in a fast-paced environment and able to manage workload to meet key SLAs; and

Demonstrate a high degree of personal motivation and the energy and commitment to achieve goals/targets.

We will:

• Provide the will: opportunity to grow and develop your career

• Offer an inclusive environment that encourages diverse perspectives and ideas

• Deliver challenging and unique opportunities to contribute to the success of a transforming organization

• Offer comprehensive benefits globally ( )

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