Supervisor, Sales Support

at  Entrust Datacard

Career Growth, Flexibility and Collaboration!
Entrust is dedicated to keeping the world moving safely by enabling trusted identities, payments, and data protection around the globe. Headquartered in Minnesota, we offer our colleagues the ability to work globally, in a flexible and collaborative environment. Our team makes an impact!!
The Company: Entrust relies on curious, dedicated and innovative individuals whom anticipate the future and provide solutions for a more connected, mobile and secure world. Entrust’s technologies and expertise help government agencies, enterprises and financial institutions in more than 150 countries serve and safeguard citizens, employees and consumers.
We Believe: Securing identities is most effective when we value all identities. We are committed to ensuring that, through diversity and inclusion, the many voices that make up our communities are heard. From unconscious bias training for managers to global affinity groups that create connections both within and across our enterprise, Entrust expects and encourages all individuals to accept and respect one another. And, of course, to be themselves.
The Supervisor, Sales Support is to ensure the office administration business unit performs and operates to a prescribed standard of service. Provide broad ranging support for the Sales and admin team in Australia, Service teams in New Zealand and the NZ AC reseller network. The Supervisor, Sales Support AUST/ NZ will perform the accountabilities detailed below and other duties as assigned or developed.
Accountabilities:

Key Relationships – Internal

• Supervise and manage all aspects of the administration for NZ and AU, with one direct report
• Monitor and action all emails in the sales admin AU mail box when sales support is not in the AU office
• Follow up all large CI and HOLO orders with the US to facilitate timely delivery
• Coordinate staff activities to ensure maximum efficiency and completion of designated responsibilities
• Recruit, select and train administration staff for the AUST and NZ Businesses as required
• Chair in house staff meetings
• Resolve any issues internally and externally

• Constantly challenge current processes for efficiency opportunities

  1. Key Relationships – External

• Account management of AC resellers

• Cultivate relationships with AC resellers
• Promote new technology
• Communicate relevant changes via “Reseller Bulletins”
• Issue quotes to Resellers for equipments sales (AC) after consultation with AC Sales Manager
• Field sales queries from retail market place and direct these to reseller network or distributor
• Handle customer inquiries and complaints and ensuring a quick and satisfactory resolution.
• Facilitate product demos to resellers/customers.
• Customer Service. Maximize customer satisfaction by ensuring customer service standards are met and understood by all staff. Regular review and follow up with customer surveys.

Inventory Management

• Process warehouse receipts, including stocking warehouse shelves and verify against orders placed; release orders in Oracle once they are received.
• Process warehouse shipments and verify against orders, this includes picking and packing, completing courier documentation and arranging orders to be collected – once shipped, complete ship confirms in Oracle to generate invoices.
• Monitor all orders placed to AM1/VD1/FS1/HD4 and deal with any discrepancies in ship date when required.
• Process all technicians’ parts orders in Oracle. This includes ordering the parts and processing internally via Spares Management and Order Management.
• Perform periodic inventory cycle counts of both product and parts.
• Facilitate end of financial year stock takes for all ANZ locations, ensuring all relevant information is sent to the independent auditors.
• Monitor stock on hand levels and place weekly orders to maintain within a min/max tolerance.
• Raise Internal Requisitions and Arms Length PO’s on a when required basis for stock to fulfill customer orders and to order serialized stock.
• Monitor and Manage Bureau consignment sites in NZ and AU. This involves ensuring each site’s consignment spreadsheets are up to date and correct. Manage on site processes and procedures are being adhered to ensure consignment stock is kept in locations and stored correctly. Keep open dialogue with each site to ensure the totals being held are correct and turning over. Returning any non-turning stock to VD1 with possible return to HD4/AM1. Ensure extra stock is supplied for special projects.

• Monitor and manage all custom holographic material for BS and AC that all bureaus (AU and NZ) order to ensure renewal of purchase orders are received in the dedicated timeline to ensure no loss of production. Maintain up to date waiver forms and customer sign offs.

  1. Accounts Receivable/

• Match up customer invoices with customer shipments to determine what is ready for payment.

• Issue customer invoices.
• Monitor funds receipts in local bank account and update Oracle accordingly.
• Resolve any pricing or billing issues on customer’s behalf.
• Send monthly account statements to customers.
• Monitor credits received for repairable parts and ensure they are correct.
• Monitor aging and contact customers to remind them of past due invoices.
• Send fortnightly invoice aging report to ESP Financial controller with explanation on 60 day+ customers.

Order Management

• Supervision and leadership of all order management processes across Australia and New Zealand – ie. order entry, back-order management, stock replenishment etc.
• Enter customer sales into Oracle, notifying customers of ETA and any product shortage. Release orders for picking and dispatching.
• Create new or update existing customer details in Oracle when required.
• Answer customer questions about order.
• Determine what orders placed have not shipped as expected; troubleshoot and resolve.
• Work with the US Customer Services team to process RMAs.
• Create and send proforma invoices for consumables and shipping to customers who are on pay-in-advance terms; send fortnightly reminders until payment is received.

Service Requests

• Process service documentation provided by Customer Engineers in Oracle; create and close out service tickets documents all parts and labor.
• Update and load bin locations for each Engineer and run bin location reports when required.
• Create and send proforma invoices for service and shipping to customers who are on pay-in-advance terms; send fortnightly reminders until payment is received.
• Invoice customers for service fees where appropriate; monitor provision of POs or payments on services before repaired product is returned to the customer.
• Create new end customer accounts and link to the appropriate reseller and product serial number when needed.
• Notify resellers of service performed on products they have sold.
• Monitor Service Log Book and liaise with technicians when required.
• Pack, seal and arrange for courier service on repaired product being returned to customers.
• Service support to workshop and field technicians.
• Plan and co-ordinate resources to ensure all requirements of customer Service Level Agreements are met in a timely and efficient manner in conjunction with National Service Manager.

Health, Safety & Environmental Management

• Complete Safety observations and safety reviews.
• Be aware and report any hazards that are identified.
• Report any incidents.
• Inform Regional Director of any safety performance, programmes, compliance, risks, and incidents.
• Maintain a safe and secure working environment.

General Administration

• Work to support the Melbourne admin function and office hours when Sales Administrator is on leave / not working
• Assume management functions of direct report – i.e. leave planning, performance reviews etc.
• Ensure filing systems are maintained and kept current.
• Ensure security and confidentiality of data.
• Implement Entrust Datacard company policies and procedures.
• Ensure compliance of Entrust Datacard company policies and procedures.
• Review and approve office supply acquisitions.
• Create DI Reseller price books and distribute accordingly, working with accounting on exchange rate to use.
• Create CI price books, working with sales manager on pricing and consignment items. Distribute to bureaus.
• Update pricing sheets and price pages every six months if required
• Partner with IT to resolve issues with Oracle
• Run MTD, QTD, & YTD sales reports weekly
• Run customer specific reports as requested
• Monitor leave requests and provide reporting to EDCSP Financial controller
• Keep track of all items out on loan
• Arrange all freight and courier services
• Collect mail and distribute where necessary, including approving invoices and sending to Australia for payment.
• Maintain up to date filing systems and archive company information when necessary.
• Make travel & accommodation arrangements for visitors and/or management.
• Arrange catering and rooms as needed for customer functions.
• Arrange gifts and/or cards for holidays and employee life events.
• Manage petty cash and ensure the ongoing availability of tea, coffee and stationary supplies.

Basic Qualifications:

• 10+ years experience in an administrative support role.
• Strong knowledge of Microsoft Office suite, especially Word and Excel.

For US roles, or where applicable:
Entrust is an EEO/AA/Disabled/Veterans Employer
For Canadian roles, or where applicable:
Entrust values diversity and inclusion and we are committed to building a diverse workforce with wide perspectives and innovative ideas. We welcome applications from qualified individuals of all backgrounds, and we strive to provide an accessible experience for candidates of all abilities.
If you require an accommodation, contact
accessibility@entrust.com.
Recruiter:
James Beck
James.Beck@entrust.co

Please refer the Job description for details