Emily Eppler Email & Phone Number

Dover, New Hampshire

Heads up all direct to consumer communication via email, phone, chat, and social media platformsResolves elevated conversations with white-glove service in a manner consistent with NEMO’s values.Oversees the execution of daily direct to consumer and pro industry orders.Oversees the execution of small parcel shipments from the HQ office.Oversees small scale inventory warehousing and shipping/mailing from our HQ locationEstablishes and maintains best practices and methods for… Show more Heads up all direct to consumer communication via email, phone, chat, and social media platformsResolves elevated conversations with white-glove service in a manner consistent with NEMO’s values.Oversees the execution of daily direct to consumer and pro industry orders.Oversees the execution of small parcel shipments from the HQ office.Oversees small scale inventory warehousing and shipping/mailing from our HQ locationEstablishes and maintains best practices and methods for the customer service team.Sets and enforces service level standards and expectations.Researches and develops seamless integrations between existing NEMO systems to automate process, improve productivity, and create efficiencies for both the customer and dealer services teams.Facilitates quarterly meetings so customer service voice and feedback is heard across NEMO teams eg- Quality Assurance, Product developmentActively hires and trains new Customer Service employees.Establishes and helps maintain SOP’s and training tools to be used for cross training and onboarding within the department.Direct contact for all pro deal partner programs.Develops and maintains weekly metric reporting to upper management.Communicates all important external communication with the NEMO team Show less

Greater Boston Area

Oversees B2C customer service and rewards fulfillment for white label clienteleManages team of 12 domestic and overseas agents handling 400-600 unique inbounds per daySets customer service standards for issue handling and builds training documents to maintain consistency amongst team members.Works with clientele’s CS teams to create an action plan for escalations and social awarenessAdvises development and customization of white label reward stores- Curates digital and physical… Show more Oversees B2C customer service and rewards fulfillment for white label clienteleManages team of 12 domestic and overseas agents handling 400-600 unique inbounds per daySets customer service standards for issue handling and builds training documents to maintain consistency amongst team members.Works with clientele’s CS teams to create an action plan for escalations and social awarenessAdvises development and customization of white label reward stores- Curates digital and physical offerings as well as sweepstakes and donation opportunitiesLeads vendor relationships for all inventory, working with finance to meet pre-set rewards budget.Contributes to the development of SessionM’s core product by providing example end-user experience and helps to identify bugs or unsupported behavior. Show less

Oversees all sales and gifts of Engineering is Elementary curriculum.Serve as first point of contact for customer via phone or email.Set up and execute returns, exchanges, credits for orders.Information assistance on all up to date information on the EiE project to provide top-notch service to customers.Work alongside vendors to assess forecasting and distribution issues per quarter.Develop and maintains SQL database and Counterpoint sales system to catalog… Show more Oversees all sales and gifts of Engineering is Elementary curriculum.Serve as first point of contact for customer via phone or email.Set up and execute returns, exchanges, credits for orders.Information assistance on all up to date information on the EiE project to provide top-notch service to customers.Work alongside vendors to assess forecasting and distribution issues per quarter.Develop and maintains SQL database and Counterpoint sales system to catalog sales.Generate monthly infancial reports on project impact and reach as well as other reports upon request.Develop and oversee relationships with various customers to ensure all needs are met and orders are fulfilled.Provide client/teacher information sessions for those who want to learn more about the curriculum we offer.Contributes to curriculum and professional development projects.Starting initiatives to explore international shipping possibilities and dissemination of ELL materials to those who need them. Show less

Lead and directed a team of associates and supervisors during store hoursOpened and closed the store, which included balancing registers and paperworkDirected/assisted in box set and store visuals according to directivesWorked with online systems in shipment/transfers/customer requestsUtilized client books and meetings to develop customer relationsActively involved in coaching and practicing loss prevention

Lead and directed team of associates during store hoursPlaced in charge of shoe organization and salesCounted and balanced the registers on a daily basisDirected floor and table changes according to corporate directivesReceived, processed, and displayed new merchandiseActively involved in loss prevention exercises and coaching

Biology, Marine Biology, Cetology

Activities and Societies: Active Member of B-GLAD, Secretary/Choreographer for Repertory Dance Group

High School Diploma