Amanda Thierfelder Email & Phone Number

Caledonia, Wi, Us

Racine, Wisconsin, United States

★ Lead daily operations, managing a team of five domestic customer service representatives, and two international customer service representatives, serving B2B and D2C customers in a call center environment.• Customer-facing position, serving as an active team member and point of escalation for complex customer questions and concerns. Answer general customer inquiries, resolve problems, and answer questions related to supply and demand, pricing, Ecommerce, international orders, return… Show more ★ Lead daily operations, managing a team of five domestic customer service representatives, and two international customer service representatives, serving B2B and D2C customers in a call center environment.• Customer-facing position, serving as an active team member and point of escalation for complex customer questions and concerns. Answer general customer inquiries, resolve problems, and answer questions related to supply and demand, pricing, Ecommerce, international orders, return process, and credit/rebills.• Manage and plan customer orders from entry to production, to on-time shipment. Serve as a bridge between cross-functional internal teams, customers, and suppliers, ensuring customer requirements are communicated and expectations are met.• Instill a culture of continuous improvement within the team. Identify root causes, underperforming procedures, and bottlenecks. Utilize customer feedback, trends, internal metrics, and competitor intelligence to create and implement data-driven processes and operational improvements.• Manage, train, and mentor team members. Coach customer service and problem resolution skills and serve as Subject Matter Expert (SME) for any issues they encounter. Create team and individual success plans.• Lead full lifecycle customer and business process improvement projects. Manage cross-functional project teams, deadlines, and issues, ensuring high-quality and timely deliverables.• Manage export orders from start to finish, including export process creation. preparing customs documentation, setting up container shipments/Air shipments with freight forwarders, and negotiating rates with freight forwarders for export programs, ocean, and air.• Maintain pricing schedules in the JDE system. Analyze customer sales for the allocation of products and assist planners with the direction of production. Create and run any custom Business Objects reports requested from other departments. Show less

Racine, Wisconsin, United States

★ Led a team of five Customer Service Representatives in a call center environment. Created and analyzed weekly open order reports, maintained pricing schedules in the system, and reconciled any issues with customers,• Super-user during the implementation of a new JDE computer system, • Supported the marketing department by managing TV contracts, coordinating the catalog process, and internet enforcement of price policies.

Racine, Wisconsin, United States

★ Point of contact for National accounts as well as International accounts. Answered customer questions and managed the order process. • Processed and expedited orders, traced shipments, processed return authorizations, and assisted in the management of Field Promotion Programs, including orders, contracts, and administrative duties. • Provided backup support to the Special Markets group as needed.