Responsibilities:Provides leadership, support, and training to a team of Customer Service Specialists spread out over a region consisting of 11 branches with direct supervisory responsibilities over 6 of the region’s branches. Prepares weekly reports to communicate pertinent information to leadership in each branch. Reports include weekly reporting of performance of local Customer Service Specialists as well as detailed reporting on drivers of service requests and service related costs. Performs monthly audits to ensure each branch Customer Service Specialist is meeting expectations. Quotes add-on and replacement products by utilizing multipliers or by applying applicable discounts to catalog pricing.Writes amendments to contracts in the form of Change Orders and Settlement Agreements.Utilizes DocuSign to obtain electronic signatures from customers and audited Specialists. Monitors Five9 Supervisor and adjusts skill sets based on department needs.Negotiates acceptable reimbursement amounts with escalated customers.Accomplishments:Designed Five9 and Salesforce reports which improved quality and accuracy of reported information. Developed an Excel template that automated call volume reporting.Demonstrated problem solving abilities by identifying and correcting several department wide issues.

Responsibilities:Managed all aspects of service requests for the Lexington, KY branch. Evaluated customer issues and utilized problem solving skills to determine the best solutions.Purchased service parts and submitted warranty requests when a manufacturing defect was suspected.Assigned tasks for two dedicated service techs and one master plumber.Extensive use of Salesforce software for service request management, customer relationship management, and service ordering.

Responsibilities Managed the key customer account Ford Motor Company along with Ford tier suppliers.Responsibilities included all aspects of customer account management including accurate demand monitoring, CRM management, problem resolution, and daily reporting to nine business units.Managed the JIT supply chain by arranging alternate transportation whenever issues arose from the normal daily pick ups. Responsible for Ford web portal maintenance tasks including maintaining release schedules, packaging data, division contacts, order entry, and promises dates.AccomplishmentsLed project which utilized RPA software to automate most of the daily Ford Service required tasks which saved upwards of 60 minutes of productivity daily.Improved management of the Ford account as evidenced by achieving good status on all supplier site codes from the starting position of several being at the brink of Q1 revocation.Created standard work for gathering backup by recording work sessions; this both significantly increased productivity and greatly reduced paper waste.Optimized processes by streamlining worksheets used to report out to the business units.Successfully managed numerous new business opportunities from request for quotes, to prototypes, through production, and continued production and service support.

Responsibilities Responsible for the accurate processing and accrual reporting of the division's invoices for thirteen separate manufacturing facilities. Emphasis on interdepartmental coordination with the procurement and supply chain functions to ensure accurate pricing and inventory levels. Reported in transit inventory amounts quarterly and calculated days in transit annually.Determined taxable status for items and services shipping to multiple states. Managed the inventory and expense reporting for all intercompany purchases.Practiced safe handling and accurate logging of all incoming checks.Processed payroll hours through Kronos and Stromberg for hourly employees. AccomplishmentsWrote Excel Macros utilizing VBA which improved the productivity and accuracy of repetitive tasks performed by the Accounts Payable, Accounts Receivable, and Customer Service departments.Designed processes and standard work which allowed a team of three members to utilize a shared team email address while maintaining a high level of organization.From start date to end date the division's open receivers were decreased from 4,401 total and 869 over 90 days outstanding to sub 1,000 total and zero over 90 days.

Responsibilities - Served as the first point of contact for primarily automotive customers. Managed customer inventory levels by processing customer orders, reviewing shipping schedules, and accessing customer supplier web portals. Provided quotations based on price lists and lots charges. Reviewed RFQ’s (request for quotes) and evaluated drawings; submitted requests to division’s pricing team when custom tooling was required. Coordinated the return process when a quality concern or other issued occurred. Managed the process from new quote to PPAP approval on new automotive projects. Responsible for training and mentoring new team members. Projects and Achievements - Created a PDF document that streamlined the information gathering process for new prospective customers. Created periodic newsletters that communicated information to the division’s automotive customer. Assisted in the development, distribution, and analysis of a corporate wide customer experience survey.