Primary point of contact and liaison between customers and metal fabrication shop operations. Tracks and reports customer satisfaction metrics to the Board of Directors with recommendations for improvement. Manages contract compliance, purchase order integrity/quality, and international logistics. Prepares and presents Customer Focus to daily Compass (manufacturing) meetings, and sales data for daily Sales meetings. Serves on Manufacturing Council. Organizes employee engagement functions such as social gatherings, food drives, and contests.Notable Contributions: • Moved return merchandise process from Customer Service to Quality and changed problem solving process to streamline solutions. Moved customer satisfaction scores from 30% to 99% within one month.• Tasked to sell $2.5M excess inventory to existing customer base – goal to produce $25K/month new revenue by directly pitching inventory to customers. In first week of the initiative, achieved $56K in sales to three customers.

Customer Service: Prepared quotes, determined charges, oversaw billing/payments, reviewed and updated customer accounts, provided information about products and services, processed returns, addressed customer complaints, recorded customer contact and actions, researched customer queries/solutions, and escalated concerns appropriately. Administrative Assistant: Managed executive correspondence and calendars, scheduled meetings, prepared sales reports, screened phone calls, and booked travel arrangements. Notable Contributions:• Streamlined process between Customer Service and Production to address customer questions more quickly.• Partnered with Quality Director to develop and implement quality procedures and processes.