Adam Czaplinski Email & Phone Number

• Create and manage reports and dashboards in Salesforce on Voice of Customer (VOC) topics ranging from complaints, requests, and positive feedback.
• Propose actionable changes to company policies, processes, and website based on VOC feedback to improve customer satisfaction and outlook of our company
• Assign action tickets to immediate solution persons and departments to resolve immediate problem VOC.
• Escalate VOC issues that require the assistance of our Japan headquarters to the Global VOC team for resolution
• Conduct surveys to measure Customer Satisfaction scores (CSAT) with our website, customer service, and products, as well as Net Promoter Score (NPS) for our company.
• Create and manage Drift web chat playbooks to best assist customers in navigating, using, and receiving support on our website.

Schaumburg, Illinois, United States

• Acted as a point of contact for Misumi's Global Top customers
• Serviced the entire lifecycle of new orders--including quoting, entering, expediting, canceling, modifying, escalating, and providing status updates
• Accessed 20+ Global Top customer portals to provide and update information regarding customer orders and quotes
• Created and updated ISO-compliant work instructions on accessing and using various customer portals for customer service purposes
• Worked with eProcurement team to service EDI customers and their various needs--troubleshooting errors collaboratively when they arise
• Updated and maintained accurate information on customer accounts in our ERP software

Belvidere, Illinois, United States

• Booked grooming, boarding, and training appointments via phone, email, or in-person
• Managed the calendar for all activities and services--cold calling customers to fill in gaps in appointments
• Provided informative tours to new customers visiting the facility
• Upsold services and products to customers looking to board or groom their pets
• Provided updates to customers on their boarded pets

Dekalb, Illinois

• Provided informed solutions to customers making large technology purchases for various needs
• Processed returns, warranty fulfillments, scheduling of deliveries and services, and consultations
• Resolved issues with deliveries or service appointments when they occurred
• Audited store pick-up merchandise and ensured customers could receive their purchases quickly upon arrival
• Counted the store’s safe fund daily for reporting purposes, as well as occasionally counted bank deposits

United States

• Utilized an in-house developed ERP program to quote customers and process purchase orders
• Expedited, canceled, and modified existing quotes and orders per customer request
• Distributed in-bound emails to correct departments and employees to address customer needs
• Responded to customer inquiries on order status, tracking, delivery, or rerouting

Rochelle, Illinois

• Offered quick and accurate service to customers managing bill payments, electronic money transfers, check cashing, and item returns
• Informed customers on policies and warranties pertaining to their purchases
• Acted as a hub of knowledge for customers for various inquiries
• Acted as a point of communication between the various departments in the store and management

Bachelor Of Science - Bs, Marketing

Bachelor Of Arts - Ba, Spanish