Gregory Malmstrom Email & Phone Number

Customer Service Team Lead 2007-2009Customer service team lead for a worldwide leader in adhesives manufacturing. Responsible for supporting 9 people in the National Customer Service group that served several thousand customers.• Managed day to day operations for processing of 1,100+ orders per month.• Consistently achieved 98.3% accuracy versus 97% standard.• Achieved average CSR tenure of 8 years through coaching, training and performance management.• Consistently met… Show more Customer Service Team Lead 2007-2009Customer service team lead for a worldwide leader in adhesives manufacturing. Responsible for supporting 9 people in the National Customer Service group that served several thousand customers.• Managed day to day operations for processing of 1,100+ orders per month.• Consistently achieved 98.3% accuracy versus 97% standard.• Achieved average CSR tenure of 8 years through coaching, training and performance management.• Consistently met order entry and attendance goals.SAP Implementation Team Lead 2005-2007Responsible for representing Customer Service, Shipping and Receiving and Accounts Receivable on 3 Order to Cash SAP conversion implementation teams.• Analyzed legacy system to determine SAP conversion process.• Identified and documented process gaps for review with IT team.• Coordinated solution process including process changes and work-arounds.• Conducted training for 20+ CSR’s and various support resources.• Achieved 95% accuracy milestone one month earlier than target date.Customer Service Coordinator 2001-2005Responsible for providing subject-matter-expertise to co-workers.• Monitored performance standards and adjusted work flow assignments to meet standards.• Resolved escalated calls to ensure customer satisfaction and repeat sales.Customer Service 2000-2001 Responsible for providing order entry and resolving customer service problems.• Consistently exceeded accuracy and timeliness standards. Show less

Assistant Customer Service ManagerResponsible for providing supervision for 8 CSR’s for a nationwide manufacturer. • Managed day-to-day operations including order entry, accounts receivable, returns, and all other aspects of customer service to accomplish company goals.• Key member of team that implemented an AS400 operating system.

Responsible for creating and maintaining assigned customer base including sales, customer service, purchasing, telemarketing, and transportation.• Made decisions on what vendors to use, shipping process and pricing according to corporate profit margin targets.

Bachelor Of Science (Bs), Business Administration And Management (Double Major)

Business Administration

Business Management