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Position Opening at Pitney Bowes, Inc

Company Name:
Pitney Bowes, Inc
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Description
The Special Handle Supervisor will successfully manage and develop non-exempt employees handling Special Handled contracts. They will have demonstrated commitment to customer service, and a proven track record of exceeding customer and sales/service expectations.
The Supervisor will be responsible for further streamlining current processes and procedures and evaluate team member's performance accurately and fairly. They will support the development of knowledge and skills within the team. The Supervisor is the resident expert for all system processes and procedures relevant to the Special handle lines of business. The supervisor must be fluent in all agent and customer facing applications to allow them to communicate all appropriate information regarding work flows, tools and changes to the associates as well as provide recommendations for improvements to management. They will review accounts for audit purposes, as well as provide recommendations for improvements to the service of our clients.
Accountabilities included but not limited to:
Contact for internal and external customers as it relates to all lines of business.
Create benefit points of the Special Handle model as selling points for sales to utilize with new and existing customers.
Responsible for achieving delinquency, productivity and write off targets for assigned accounts.
Monitor customer business trends and updates.
Provide monthly reporting and business histories.
Provide sales support as it relates to reporting, account linkage and customer support.
Utilize leadership and coaching skills that promote team work and superior customer service.
Participate in monthly portfolio review meetings.
Assign and follow up on tasks for a team of associates.
Audit transactions to ensure Sarbanes Oxley requirements are met.
Work with our Business partners to create/improve programs designed for our Special Handle customers.
Work with New Business as needed to support Special Handle Accounts (this includes but is not limited to: Processing/billing requirements and review of customer contracts).
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Qualifications
Must have previous call center management experience.
Proven ability to analyze workflows and produce appropriate documents and reports required.
Strong interpersonal and communication skills.
Proven ability to handle escalated customer issues.
Commitment to maintaining high level of employee engagement.
Excellent verbal and written communication skills.
Effective leadership and coaching skills.
Ability to lead a team of 25+ members.
Experience with managing team changes, including staffing and organizational restructuring.
High school diploma or equivalent required( A college degree in Finance, Business or Accounting a plus.)
Knowledge in Verint, Avaya, and Siebel software is a plus.
Advanced knowledge of MS Access, Word, Excel, PowerPoint is a plus.
A/R experience.
Demonstrated project management skills.
Experience reviewing and analyzing account volume, workload distribution, trends, and forecasts.
Minimal travel may be required.
Must have a good credit history; defined as-no more than 3 accounts currently in collections, no bankruptcies (other than medical), no unpaid judgments, tax liens and/or defaulted federal debt.
Date: 10/10/2014
Job Location: Menasha, WI
Job ID: 149316
Location: Menasha, WI, US

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