Anna Bowers Email & Phone Number

Dayton, Minnesota, United States

Dayton, Minnesota, United States

As the Director of Customer Care, I provide leadership and direction to the entire customer care team, ensuring alignment with departmental vision, goals, and objectives. I lead teams and develop future leaders to support customer account growth and continuous improvement. My role involves maintaining strong relationships with internal departments, including sales and operations, to achieve organizational goals. I foster a culture of high performance, continuous improvement, and employee engagement within the team.Collaborating with cross-functional teams, I ensure seamless service delivery and a cohesive approach to customer care. I focus on safety, quality, delivery, and financial responsibility in all customer care activities. Additionally, I develop and implement procedures and policies, establish service metrics, and make necessary adjustments to improve performance. I influence management and stakeholders on strategies for the customer care department and align customer care strategies with overall business development and operational goals to drive company performance.Leveraging technology, I improve customer care processes and enhance efficiency, ensuring proper use and maintenance of logistics management systems. I address and resolve customer care issues promptly and implement corrective actions to prevent recurrence. Staying informed on industry trends and best practices is essential to keeping the team knowledgeable and competitive.

I oversaw all aspects of King Solutions, Inc.'s LTL and Final Mile programs, including internal and common carrier initiatives. I managed pricing and procurement, created and maintained contracts, and handled rate negotiations. My responsibilities included conducting formal bid processes, managing RFP procurement, and ensuring accurate rate entry into the TMS.I collaborated with the customer care and sales teams to address pricing and performance issues, negotiated pricing agreements, and resolved IT-related pricing issues. I advised leadership on LTL market trends, analyzed current and future programs, and continuously reviewed carrier performance. Additionally, I developed strategies to adapt to industry changes, managed the final mile carrier resource map, and secured necessary resources.

I led a team of Account Managers overseeing logistics, fulfillment, and project-based accounts. My responsibilities included developing and implementing company plans, goals, objectives, and budgets. I focused on evaluating processes and tools to improve efficiencies, ensuring compliance with company policies, and achieving company objectives. I advised the Customer Care Director on initiatives, attended quarterly business reviews with clients, and managed daily activities of personal accounts. Additionally, I provided daily support to team members, communicated team goals and KPIs, and assisted with onboarding new team members. I set performance standards, measured results, promoted team growth, developed new processes, supported sales and pricing strategies, and advised on crisis management to secure resources timely.

Dayton, Mn

As a Customer Care Specialist, I managed daily activities for an assigned group of customers, ensuring proactive communication both internally and externally. I consistently delivered excellent customer service, exceeding expectations and ensuring customer satisfaction. My responsibilities included performing order entry, supporting tracking and tracing, and securing resources as needed. I provided and analyzed customer reports, tendered orders to carrier partners, and scheduled pick-ups and deliveries. Additionally, I evaluated business processes for assigned accounts and recommended enhancements. I expanded the use of our final mile carrier list and served as an advisor for major projects within King Solutions Global. I also assisted in training on our new WMS system and advised on the implementation of new processes.

Edina, Mn

Worked closely with the CFO directly on accessing company costs to investments and focused on reducing the unnecessary costs incurred. Bridged the gap between safety and performance across 20 locations helping to mitigate risk from a workers compensation perspective.

Bloomington, Mn

Bloomington, Minnesota