Customer Service Manager - Portland

The Customer Service Manager is directly accountable for the profitability and overall effective implementation of the customer service function in field locations. The incumbent provides customer service support for all Mail Finishing, Mail Creation and TranScape customers as well as non-focused Office Systems and Production Mail customers in the incumbent's respective District. Success in this position will be measured in terms of a financial results (maximizing profits through service revenue generation and cost effective service) customer loyalty, employee morale, and process effectiveness and efficiency in critical operations. Additionally, monitoring vehicles must be implemented to allow rapid identification and corrective action for shortfalls within the Districts. Ensure effective teamwork with all disciplines to meet mutual goals.

Key responsobilities include:



Manage team resources to ensure service organization meets expectations of sales and customers in regard to service repair and installations as defined by local business needs. Schedule necessary resources to support workload, track performance against established measures and provide feedback to team members and service management.

Participate in activities regarding team member recruitment, development, and performance, i.e. job interviews, performance reviews, developmental plans, skill development, define and gain approval on procurement of tools to perform job and define training requirements

Establish and continuously improve communications between customers, field operations, home office and other business units as affected. 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. Assist Service and Sales personnel with pre and post sale activities and customer concerns.

Establish and maintain employee morale and motivation by exhibiting role model leadership behaviors.

Ability to interface with District Sales Management to effectively plan and implement plans / programs that drive business results through the growth of customer loyalty.

Maximize profits through (a) service revenue generation (i.e.) EMA's, Labor, Parts, Software, and Professional Services (b) productivity improvements and (c) expense management. Implement and assist in the development of service revenue programs in conjunction with Sales. Direct day-to-day management of customer service activities to maximize the effectiveness and efficiency of the service operations in line with budget considerations.

Maintain our relationship with the USPS by ensuring meter security compliance.

Responsibility for facilities management including safety and OSHA and ADA compliance.

Three to Five years of field experience in a supervisory position with a high school degree.

Strong oral, written and presentation skills with the ability to transmit ideas in a concise manner.

Ability to resolve intra and interdepartmental conflicts effectively.

Strong understanding of Pitney Bowes Mail Finishing Products.

Strong analytical skills in evaluation of workload and resource utilization, determination of training requirements and necessary tools. Ability to communicate and implement strategies to address the results of the evaluation.

Ability to motivate and manage employees both locally and remotely, measure performance and take appropriate action to correct performance issues.

Strong organizational skills in order to manage multiple resources, exercise good effective time management and prioritizing skills and meet critical deadlines on tasks, commitments, and reporting.