Sales Support: create monthly sales reports and/or carry out research where necessary, initiate & update pertinent order details/ history per cust; Initiate first steps of business set up: freight quotes; update Sample logs, communicate intercompany or departmental processes, annual forms/questionnaires etc. Daily operational contact, sales inquiry follow up, off spec selection of products; commissions, rebates and problem solving. Implement & document all pricing changes in SAP in accordance to Evonik standards and principals. Support the coordination of a central customer information system for BL Baby Care. Interface with Sales, Business Development, Marketing, Technical and Customer Service groups to manage consistency and accuracy.Marketing Strategy: Statistical Analysis: Import-Export Trade Flow. Procurement and organization of raw data, derive analysis/indications for relevant regions/competitors and customers in order to support management, strategy and business management, evaluation of current setup/data quality/focus and assessment of new/alternative sources. Customer Strategies: Supply-Demand Overview. Update/organize SAP demand and supply overview tables, usage and communication of supply/demand data to support management, strategy and BM with analysis of trends, market characteristics and derivation of potential indications or action items.

Regional Responsibilities: Responsible for driving measurable improvements to increase service metrics (customer health, customer satisfaction, overall customer experience) and financial outcomes (upsells and net retention), while remaining aligned with Brenntag Mid-South business objectives.Data Management Skills: Responsible for data-driven decision making and real-time account intelligence (at scale) to provide teams across specified region with key insights needed to efficiently and effectively improve the customer experience.Leadership : Ability to focus on the process not just the outcomes to maintain motivation across the team and skillfully balance expected results with acknowledgement and celebration of the process. Continually seek new methods to improve individual and team performance, while adopting best practices to align with employee strengths.Communication: responsible for effective communication, both internally and externally. The Regional Customer Service Manager will establish and enforce processes to create fewer touch points for the customer to successfully receive pertinent information. Responsible for establishing and supporting defined processes for consistent, clear and timely communication from our Customer Service team to the customer.Development: Responsible for both leading and assigning training, performance reviews and employee development as it relates to the team's needs and goals.The Customer Experience: Responsible for leading regional efforts and projects to deliver a superior customer experience.Compliance, Safety and Reporting Duties:Monitoring compliance, regulations and policy within the team. Leading all regional reporting functions and managing data specific.Ensuring an accurate record of daily Customer Service operations and key performance indicators. Reviewing key operating controls, such as daily performance metrics and staff efficiency, on a weekly and monthly basis with the Director of Cust Service.

Maintenance of databases including successfully entering orders into SAP. Daily review of open orders to ensure customer requirements, deliveries, and specifications are met. Customer relations including problem resolution.Assist Sales Reps and Sales Support in communicating directly with customers via email, phone, etc as assigned. Follow up with customers and sales force, Creasorb within 24 hours. Provide backup/coverage to other team members of the customer service team when needed.Assist with month-end closing activities. Additionally may include testing or upgrades and changes within SAP. May also include order entry for international orders. Enter customer complaints in SAP. Process service complaints and return authorizations within 24 hours. Communicate actions to responsible parties in a timely manner. General administrative support; organize and maintain files and workstation in a neat/professional manner. Assist Sales and Marketing with business data as needed. Provide assistance in training new CSR's.

- Lead and guided a team of 12 customer service professionals- Developed processes to identify customer problems by working closely with Quality Department- Participated in numerous audits throughout the year to help branch maintain ISO 9001 certification- Assisted customer service reps with the handling of customer telephone orders; answered questions and made recommendations for handling customer problems. Also handled several large accounts personally which ranged from exports, key accounts and personal care.- Conducted monthly one-on-one employee reviews to measure progress towards metrics/KPIs based of number of order entered, returns processed, upselling and skills in tracking cancelled orders - Provided essential training and on-boarding to all members of the customer service team regarding basic product knowledge, department sales policies and procedures.- Collaborated with Black Belt project managers to roll out new return process which helped to decrease returns by 30%- Adapted to ongoing challenges such as truck shortage, hazmat driver shortage, products on allocation, natural disasters, extreme temperatures, carrier mishandling and JIT inventory

- Handled all customer service activities including order taking, handling orders from beginning to end, providing a single point of contact to provide a consistent customer experience, coordinating order fulfillment, providing necessary information to the customer and problem resolution- Developed solutions to customer needs by evaluating their needs and creating a solution to the problem- Built and sustained long term partnerships by creating mutual business relationships, cultivating rapport with the customer and fulfilling customer’s expectations with realistic comments- Resolved problems/non-conformances by quickly identifying the problem and developing a solution

- Assisted prospects with the completion of applications, completed application verifications according to company policy and procedure and followed property resident qualification standards- Accepted revenue payments from residents and insured payments were handled according to company policy and procedure- Leased apartments and reviewed all paperwork with residents and explained property rules and regulations; ensured that all lease paperwork was completed correctly and approved by the property manager- Collaborated with property manager to shop competition, by phone and personal visits, and maintain up-to-date marketing information on the competition- Ensured all prospect, traffic, and other leasing data is entered correctly and in a timely manner into the on-site property management software system