Location: Maryland, US
A $5.3 billion company with over 28,000 employees, Pitney Bowes is a leading provider of customer communication technologies. Our software, equipment and services help businesses communicate with their customers more effectively in today’s multi-channel environment. Through our unique combination of smarter analytical tools and expertise in physical, digital and hybrid communications, we‘re helping businesses meet the many challenges of connecting with individual customers in a targeted manner. We also provide strategic outsourcing services to help organizations streamline their mail and print operations and manage critical documents.
This position will sit in our Communications Solutions business unit. This business unit provides technologies that help businesses of all sizes better communicate. We offer a full range of meters, digital color printers, inserters and sorters that enable the creation of high-impact, color customer communications, including bills, statements, marketing offers and compliance documents. Our shipping solutions serve mail centers to production shipping. We provide digital solutions so organizations can create the right relations with the right customers.
The Supervisor position is accountable for assigned field geographic area and/or On-Site accounts s profitability, customer satisfaction, employee engagement and overall effective implementation of service delivery performance on Mail Finishing, Mail Creation, Production Mail and Third Party Products. Position is accountable for maintaining a collaborative engagement with aligned Sales Teams that promotes Sales growth and customer retention. Position is accountable for identification of service delivery defects and driving corrective actions within assigned area of responsibility. Position reports to the Region Customer Service Manager and has non-exempt direct reports consisting of Team Leaders, Field Service Representatives and/or On-site Service Representatives.
Key responsibilities include :
Manage assigned team resources to ensure service organization meets expectations of customer and sales in regard to service repair and installation support.
Work with the Region Customer Service Manager to perform analysis and develop corrective actions for continuous improvement of key service metrics for assigned area. (i.e. response time, first call resolve, Mean Time to Repair, customer satisfaction, etc.)
Perform activities regarding team member recruitment, development, and performance, i.e. job interviews, performance reviews, coaching and counseling, developmental plans, skill development, define and gain approval in the procurement of tools to perform job and define training requirements
Support development of employee skills within assigned area or on-site team.
Establish and continuously improve communications between customers, field operations, home office and other business units as affected. Schedule regular ride along sessions with the customer service representatives to monitor field performance. Schedule visits to customers with and without Service personnel to monitor deliverables to the customer and ensure proper job performance by team members. Establish and maintain a strong presence with key customers as assigned by the Region Service Manager.
Marshal the resources necessary to get things done while orchestrating multiple activities simultaneously to accomplish a goal.
Establish and maintain employee morale and motivation by exhibiting role model leadership behaviors.
Interface with District Sales Management to effectively plan and execute programs that drive business results through the growth of customer loyalty. Assist Service and Sales personnel with pre and post sale activities and customer concerns.
Maximize profits within assigned area through (a) service revenue generation (i.e.) EMA's, Labor, Parts, Software, and Professional Services (b) productivity improvements and (c) expense management.
Work collaboratively with internal service partners to provide backfill coverage as required for critical accounts within assigned District area. Establish On-call scheduling and 24 hours a day capability to respond to after hour customer service requirements.
Act as back-up for Region Customer Service Manager during absence periods.
Working with the Region Customer Service Manager, Ensure Team compliance with USPS meter security regulations and Customer Service Business Practice Guidelines..
Ensure employee safety through OSHA and ADA compl i ance.
Bachelor's degree or equivalent >3 years related supervisory experience is required. Experience in office products or similar industry required.
Knowledgeable of Field Service and Technical maintenance practices. Understanding of the service business model and financial drivers;
Problem-Solving Ability: Demonstrated ability to analyze appropriately , identify root causes and develop suitable alternatives based on thorough research investigation and analysis.
Strong business acumen to support P & L responsibilities
Excellent motivational skills and positive leadership style
Ability to influence multiple stakeholders
Ability to motivate and manage employees both locally and remotely, measure performance and take appropriate action to correct performance issues.
Must have strong ethics and work as an effective and collaborative team member.
Strong oral, written and presentation skills with the ability to transmit ideas in a concise manner. Demonstrated interpersonal and communication skills in customer relations management.
Outstanding listening skills patience and understanding.
Team orientation; demonstrated facilitation skills.
Professional appearance and demeanor.
Strong organizational and time management skills in order to manage multiple resources, exercise effective time management and prioritizing skills and meet critical deadlines on tasks, commitments, and reporting.
Proficiency in MS Office applications
Pitney Bowes, a global technology company, provides shipping & mailing solutions, data management software, and location...