Working manager / supervisor with 6 direct reports. Leading and inspiring the customer experience team to deliver NOVA's best in class customer service. Understanding current market dynamics to utilize information to help the team navigate through challenges. Gather team metrics and data to analyze team performance and areas of concern. Implementing a continuous improvement team in order to find ways to work smarter, not harder. Address and investigate customer complaints, as well as implement corrective actions. Attend to customer needs that could arise in the order to cash process - ordering, invoicing, generating debits / credits. Troubleshoot and problem solve when emergencies arise with customers.

Coach others to develop deeper relationships & gather improved insights. CS Team Leader back-up for overflow activities. Metrics Accountability – Brings ownership and empowerment to the lead role while communicating on customer behaviors to improve our supply reliability. Training Coordination to achieve consistency of best practices across the team while continually improving processes. Customer Master Ownership. Proposes Customer Account Assignments to each team member. Empowers the leads for expedited freights requests and product returns. Assist in ISO audits for all manufacturing sites. Obtain and evaluate all relevant information to handle customer orders and inquiries from an assigned customer base. Handle and resolve customer complaints promptly to drive customer satisfaction. Create/maintain customer orders in SAP and identify and assist in resolving order challenges to meet or exceed customers’ expectations. Collaborate with internal departments and act as the liaison to communicate unforeseen inventory and/or shipping issues to customers to ensure reliable supply. Manage customer rebate accruals and payment calculations and issue Rebate Credit notes as required. Obtain and communicate business intelligence back to key stakeholders to gain customer and/or market insights. Accountable for data integrity in SAP System (i.e., orders, customer master data) for effective reporting and analysis to support various business decisions. Develop recommendations and implement creative solutions to customer issues, with minimal support to ensure customer satisfaction.

Obtain and evaluate all relevant information to handle customer orders and inquiries from an assigned customer base. Handle and resolve customer complaints promptly to drive customer satisfaction. Create/maintain customer orders in SAP and identify and assist in resolving order challenges to meet or exceed customers’ expectations. Collaborate with internal departments and act as the liaison to communicate unforeseen inventory and/or shipping issues to customers to ensure reliable supply. Manage customer rebate accruals and payment calculations and issue Rebate Credit notes as required. Obtain and communicate business intelligence back to key stakeholders to gain customer and/or market insights. Accountable for data integrity in SAP System (i.e., orders, customer master data) for effective reporting and analysis to support various business decisions. Develop recommendations and implement creative solutions to customer issues, with minimal support to ensure customer satisfaction.

Collect data in order to issue routine reports. Coordinate the publishing on the biyearly newsletter. Plan, execute, and coordinate logistical and administrative arrangements for meetings, customer visits, conferences, and events. Implement distribution of approved customer communications through email or hardcopy. Maintain data and documents utilized by the Commercial group. Distribute incoming and outgoing mail, packages, and parcels for the Commercial group. Screen and respond to basic/routine inquiries Orders, receives and maintains office and applicable operating supplies. Supports customer service team as a back up. Utilize SAP to create and modify purchase orders and approve invoices as required.

Report directly to CEO. Collaborate with CEO, COO and Director of operations on new business documentation, transactions, and requirements. Oversee all company invoicing and purchases. Create monthly budgets. Deliver monthly reports to CEO and business owners. Build successful business relationships with partners in Houston as well as local. Act as company representative for all administrative activities, including HR and Accounting. Supervise accountants, and assist information for tax declarations on a monthly basis.