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:

As Supervisor, Inbound Account Support and Client Relations for Pitney Bowes, you can too.

The Supervisor, Inbound Account Support and Client Relations role includes:

• Supervising our Canadian Tier One Account Support operations, the scope of which includes all billing, funding, and payments-related inquiries, supplies support, SaaS account support, general call handling, and client retention

• Supervising our Onshore Client Relations (US) team

• Providing support and guidance to our offshore Account Support (CAN) and Client Relations (US) team

• Supervising our Quality Analyst

In addition:

• Manage escalations, collecting insights, and partnering cross-functionally to resolve

• Partner with Management to effectively supervise the organization’s resource requirements and timelines against trends and expectations; balancing insources and outsource support, ensuring business continuity

• Support and execute against our Growth strategy, leveraging interactions to assist clients with consuming the full value of their Pitney Bowes solutions

• Partner with key stakeholders to minimize cancellations, driving high save rates and resolve the root cause of client issues based on trends and feedback

• Create and nurture a highly engaged culture that embodies our values of Client. Team. Win. Innovate.

You are:

A disciplined, self-motivated, and resilient Leader you:

• Act with purposeful speed

• Champion new ideas, strategies, and concepts

• Are a product and system knowledge expert

• Strive to exceed client experience expectations

• Derive client and employee insights, influence, and collaborate with a variety of teams and cross functional leaders

• Communicate in a consistent and precise manner

• Are accountable and demonstrate flexibility adjusting priorities as required

• Act as a role model, demonstrating characteristics expected of all team members

• Accept coaching and feedback to improve performance

You will:

• Deliver a best-in-class client experience based on agreed KPI’s and targets for our internal and external Account Support and Client Relations operations through all forms of contact

• Monitor and measure key performance metrics to identify trends and make recommendations

• Complete Timecards and Team 1 to 1’s

• Collaborate and build strong relationships with internal partners, including Sales to understand, support and drive actions to deliver an ideal client experience and resolve root causes

• Partner with Management and Training to ensure our teams are skilled and empowered to drive engagement and support first contact resolution (FCR) for our clients

• Generate and encourage innovative solutions to create new opportunities and address problems; challenge conventional thinking to find better ways to achieve results

• Work closely with work force management to ensure SLAs are delivered

• Provide coaching and personal development opportunities to staff

Your background:

As Supervisor, Inbound Account Support and Client Relations you have:

• 5+ years’ experience working in a Contact Center environment

• Proven leadership and coaching skills (internal or external)

• Account Support, Client Relations Product and System Knowledge

• A track record of high performance

• Strong organizational skills and time management to meet task deadlines

• Excellent communication skills, both written and verbal, and a high level of numeracy

• Strong interpersonal skills and ability to partner / collaborate cross-functionality to deliver business results

• A genuine client-centric attitude with a laser focus on process efficiency, creation of client value and growing the business

• Thorough knowledge of MS Word, PowerPoint & Excel

Compensation:

The wage range for this position is ($49500 - $60500 CAN) $53000 - $66000 USD per year, with the actual pay dependent on your skills and experience as they relate to the job requirements and the location where you will be performing the job.

Our Team:

Our SendTech business provides innovative mailing and shipping solutions that enable small and medium businesses to simplify their sending operations and deliver greater value to their customers. Our SendTech mailing and shipping technology supports more than one million businesses, from addressing and postage evidencing to multi-carrier parcel shipping and payments.

We will:

• Provide the 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 (PB Live Well (https://careers.pitneybowes.com/global/en/pb-live-well) )

Pitney Bowes is an Equal Employment Opportunity/Affirmative Action Employer that values diversity and inclusiveness in the workplace.

Women/Men/Veterans/Individuals with Disabilities/LGBTQ+ are encouraged to apply.

All interested individuals must apply online. Individuals with disabilities who cannot apply via our online application should refer to the alternate application options via our Individuals with Disabilities link. 

Pitney Bowes is an Equal Employment Opportunity/Affirmative Action Employer that values diversity and inclusiveness in the workplace.

Women/Men/Veterans/Individuals with Disabilities/LGBTQ are encouraged to apply.

All interested individuals must apply online. Individuals with disabilities who cannot apply via our online application should refer to the alternate application options via our Individuals with Disabilities link.