Customer Support and Sales Administration Manager at Flowbird UK

Company Overview

Flowbird is the global leader in parking solutions; manufacturing, supplying, installing and maintaining the sectors most trusted payment kiosks for local authorities and private car park operators all over the world, and delivering a robust and market-leading software suite that supercharges car parks and connects historically static offline assets to an online audience of millions. 

Role Summary

To maximise the performance of the Sales and Service Administration team by coordinating and organising all the functions including: New Machine orders, Spares, Maintenance Contracts, On Demand (Call-Outs), Servicing and Repairs; and Connectivity (banking through to payment). 

All orders are processed from receipt through to invoicing, ensuring close liaison with the customer, the Sales teams, ADV Besancon (France), Service, Support and Technical teams and External Suppliers too.

To maintain all data held on the Flowbird systems to a very high standard  and ensure the team utilise this information effectively to provide a first class service to customers: Zuora; MFGPRO; ASM; Google suite; LightYear; OnePosting; Smartfolio; FWO; and Salesforce.

To own recruitment and training of the Administration team and strive for continuous improvement to the service offering. 

Role Detail

• Preparation and maintenance of all sales order documentation and files, with constant reviews of procedure to ensure best practice at all times. Allocation of all work via the team email box with daily supervision to monitor clearance rates and timescales for completing all tasks.
• Managing the order process through to invoicing for all functions with close liaison to the Sales teams,  Project Managers,  Bristol office (Datacentre/Software/Upgrades) , Service teams, ADV Besancon (France and UK Field Engineers. 
• Attend fortnightly Review meetings highlighting and communicating any machine order delays etc. plus the distribution of any updates on the planning Production Schedule provided by Besancon. 
• Dealing with escalated customer enquiries and resolving problems to ensure maximum focus on the revenue generating and credit control activities. 
• Preparation of letters, memos, quotes and reports, using Google suite, Microsoft Excel, MFGPRO, ASM and Zuora. Updating the English MFGPRO and ASM with any new products and services.
• Updating pricing lists and reconciling systems to show the same amounts – annually in January and adhoc throughout the year.
• Preparation and distribution of authorised price lists and procedures. 
• Logging and monitoring of customer complaints through to conclusion by close liaison with ADV Besancon and the customer. Also complaint analysis and escalation within Besancon to promote continuous improvement through feedback and ongoing discussion for technical changes.
• Training and day to day support of the administration team. Also full cover for all of the duties within the team when team members are on holiday or absent for any reason.
• Annual Appraisals using the INSER system with quarterly reviews throughout the year. Regular informal “Breakfast” meetings with the team to encourage two way communication covering all news updates and any current issues. 
• Lead by example with regard to Health and Safety standards, site security, GDPR and Flowbird Charter of Ethics Anti-Bribery policy.
• Support the Flowbird senior management team in the day to day running of the Sales Admin group by conveying all messages in a positive manner and promoting change as necessary creating a positive and happy work environment.
• Actively contribute to improve the quality of both products and services by working in accordance with internal and external quality standards conforming to ISO’s.
• Contribute to a service minded and client oriented approach with the service of the client in focus.
• Observe HSE requirements as advised by the HSE Manager.
• Contribute to interdepartmental communication in order to improve product quality and functionality and the creation of a team spirit within and outside the own work responsibility.

Candidate Requirements

• Degree level or equivalent experience ideally in a similar setting
• Significant previous experience of managing a team and delivering positive results; achieving challenging KPI’s by developing people to their full potential and constantly reviewing effective processes and procedures
• Fully responsible for the accurate and timely invoicing for all revenue 
• Maximising all revenue opportunities while preventing revenue leakage by minimising errors within the company's processes, such errors can include pricing errors, billing inaccuracies, contract mismanagement, operational inefficiencies.

Core Skills & Abilities

• People management
• Problem solving
• Proficient in Excel (pivot tables)
• Excellent communication at all levels
• Ability to lead and inspire others to deliver their best performance
• Target driven 
• Highly organised
• Able to take ownership of problems and create excellent outcomes     
• Demonstrate commitment and creativity
• Ability to work under pressure
• Team player
• Able to motivate and lead by example

Benefits

• Bonus
• Annual leave 25 days plus bank holidays
• Medicash Health Cash Plan
• Eyesight test via Specsavers and a contribution towards glasses
• Employee assistance programme 
• Flu vaccinations yearly
• Vivup - discounts for shopping, cinema, gyms etc
• WeCare - 24/7 GP, mental health support and get fit programme
• Bike scheme
• Life assurance (4x salary)
• Pension - employer contribution up to 6%
• Volunteering Day (paid)
• Loyalty Awards
• Christmas party contribution (or voucher/hamper)
• Future Learn - free and discounts courses
• Training & development 

Reports to: Chief Financial Officer