Managing knowledgeable and dedicated Key Account Representatives and Inside Sales Professionals tasked with end to end total customer satisfaction. Our team is focused on assessing needs and providing timely quotes, top notch order management, fielding product questions and post sale inquiries.

Assessment and advisement of best practices and process mapping improvements for complex logistics provider. Establishment of training and leadership for dynamic group of procurement, order management and account management teams. Development and delivery of business reviews, and keeping teams to meeting cadence. Account Management of top retail account.

Managed inventory aging numbers by analyzing, communicating and assigning tasks to individual contributors, setting timelines for tasks to be completed based on contractual SLAs. Led customer's new project and change request implementations, which included documenting SOWs and managing cross functional meetings ensuring delivery of what was expected and sound training was completed prior to implementations. Organized large scale training and documentation efforts of IT staff to ensure the back-end processing of large amounts of data back to the customer met proper timelines and guidelines and our floor operations were getting the proper support to be successful moving product through processing.

Implemented improvements to system used to manage retail returns which allowed for better tracking of stock balances, reducing financial leakage. Provided leadership to retail team during launches as company on-boarded new carrier supplying overall supply chain and logistics services. Trained account managers on how to effectively document and submit quotes for finance approval as well as establish monthly business reviews for key retailers. Managed quarterly projects as well as weekly order volume of key retailers ensuring supply chain, carrier, retailer, and operations and order management teams were all aligned to meet timelines and requirements.

Successfully negotiated contract, managed and drove to meet deadline for outside consultants to review end to end Order to Cash process. Provided recommendations to senior leadership that included duplication of work, need for system upgrades and detailed RACI chart, providing information needed to make decisions to enhance the Order to Cash process and prepare for larger volumes.

Negotiated contracts and managed quotes to align with services being executed and cost increases to ensure program was profitable. Managed a multi-million P&L, navigating through insurance claims and product shortages while maintaining healthy EBITDA. Gained new lines of business through the years of building strong relationships and driving operational excellence.

Responsible and effective in properly quoting add-on services and providing monthly summary billing to my customers. Developed standard monthly business review template for key third party logistics customers, and managed effective reviews with customers.Initiated process improvements for key third party logistics customers reducing retail non-compliance charges drastically and maintaining throughout my tenure as main program point person. Managed cross function teams through significant volume increases, promoting agility to meet customer's growth. Wrote statement of works for all new projects and navigated through path of getting sign offs from customer and key stakeholders within my organization. Handled escalations from customer and ensured team followed the structure of formal corrective and preventative action process to eliminate duplication of issues.

Managed team through new product roll-out, always meeting deadlines and customer satisfied with the service provided. Collaborated with sales team in writing business proposals that align with services offered. Developed processes to eliminate non-compliance offences to our vendor routing guide. Ensured final stages of product roll out were completed by overseeing and signing off on supply chain first article inspections, maintaining high level of quality for customer launches. Developed and published monthly business review decks for MVNO account sales that were effective in establishing proper communication cadence with our customers.

Aligned inside sales and outside sales teams to capitalize on lead generating and cross selling which was instrumental in double digit sales growth year over year each year. Monitored call records and identifying areas of improvement to drive down on-hold times and increase first call resolutions, driving CRM program usage and compliance within the customer and sales organizations. Established processes to drive and track effective follow up of trade-show leads and trade magazine lists, recording the ROI for senior leadership to make informed decisions on where to spend marketing dollars.Lead two departments through effective training, mentoring and was point person for escalations from my employees, other departments, and customers; proving to be a calm and decisive resource for the company and our distribution partners.

Increased customer satisfaction by 20%, holding a 99.9% satisfaction rating for over 6 years, building a very loyal customer base and gaining and maintaining sales leadership confidence.Super user of ERP, developing processes and instrumental in the roll out and training of new ERP implementation. Streamlined order management and was proactive in establishing processes that led the team to be successful during times of rapid growth. Created a closed-loop approach to customer service; linking technical support, customer service, and the sales and marketing teams together to offer a hassle-free experience for customers.Enhanced team with training and adding new hires as business grew to keep in step with the needs of the company and the customers.