**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.
The purpose of this role is to meet the duties and responsibilities of the sales operations and processing function for Pitney Bowes Australia in accordance with company policies, procedures, and statutory requirements. The Employee supports the EBIT objectives of the business to ensure revenue growth and the Company's longer-term profitability and organisational objectives.
**1.**Key Accountabilities**:
- Delivers a world class Order Management Experience.
- Maintains ownership of Sales Orders until resolved. Answers, consults with more senior-level Order Management representatives, contributes and co-ordinates with Sales team, finance, Service and Supply Chain, when necessary, about sales orders to help resolve Client order issues.
- Ensure efficient fulfilment of Customer orders, credits, returns and internal transfers for equipment, supplies and spare parts.
- Monitor sales order backlog and progress order fulfilment as required.
- Monitor unconfirmed warehouse dispatch transactions.
- Process warehouse dispatch confirmations as required.
- Review and release backorders as/when required.
- Monitor outstanding Return Authorisations (RAs), co-coordinating with state/other PB offices with the objective of receipting the equipment and closing the transaction within an acceptable timeframe. Timeframes may vary depending upon circumstances.
- Liaise with Inventory Control staff regarding the availability of products.
- Liaise with the warehouse, Leasing team and Accounts Receivable staff regarding sales orders and customer accounts.
- Monitor and log installation and training calls for Service Department.
- Liaise with Service Department for any issues with machines before and after installations.
- Complete Tier 3 processes on a mandatory daily basis
- Daily liaisons with Australia Post for Postage by Phone Meters.
- Process Credit Applications; Booking complying in Infolease as per the Revenue Guidelines.
- Connect with PB customers calling in with their enquiries and build strong rapport through meaningful conversations over the phone.
- Quickly understand and identify customers' issues and then use strong problem-solving skills to deliver relevant and effective solutions to create a positive outcome.
- Educate clients in the mechanics of our products and processes in an efficient manner and have the ability to articulate complex issues in an effortless way.
- Manage and own clients contacts to investigate and resolve client's cases.
- Manage all Daily/ Weekly Postage by Phone operational activities
- Manage all Daily/Weekly Leasing operations E.g. RA requests processing, addressing internal PB enquiry regarding status of contracts, processing pay out for Sales team, issuing daily invoices for leasing clients, including overdue letters.
- Management of NZ post Free DPM program.
- Responsible for assigning prompt and accurate inbound leads to the appropriate sales channel and sales personnel, based on business rules.
- Any other task as required from the business from time to time.
- Credit notes requests received, are to be actioned within the same month of receipt, i.e., received on the 25 March, actioned by 31 March.
**2.**Measurables**:
- [WHO SHOULD BE DOING THIS - SHOULD BE DONE BY SERVICE TECH TEAM CRM HAPPY TO COLLATE] Complete global NPS scores as required from time to time and as requested.
- Orders received to be processed within 24 hours or receipt.
- Respond to customer enquiries within 24 hours or receipt.
- Set up leases for lease customers to be active by the 15th day of the following month, i.e., lease received 25 March should be set up by 15 April.
- Salesforce Tasks from CST Team; respond to customer enquiries within 24hours or receipt.
**3.**Key Capabilities/Qualifications/Experience**:
- Preference of a minimum of 2 years' experience in a Customer Relationship Management or a similar role.
- Good understanding of Order to Cash process.
- Good understanding and experience working with Salesforce, Oracle.
- Solid experience working with MS Office, particularly Excel.
- Strong mathematical and statistical knowledge, problem solving and analytical knowledge.
- Ability to think on your feet to deliver answers.
- Capability to multitask in a fast-paced environment.
- Excellent written and verbal communication skills.
- Demonstrate high degree of personal motivation and the energy and commitment to achieve goals/targets.
- Demonstrate the ability to influence outcomes key stakeholders