Heather Patterson Email & Phone Number

Eindhoven, Noord-Brabant, Nl

Peachtree Corners, Georgia, Us

Customer Care Manager for the Outdoor Living division (currently focused on our Alumawood teams)• Remotely manage up to 4 different Customer Care teams in multiple states covering as many as 3 different product lines in the Outdoor Living division• Responsible for the hiring selection, training, coaching and overall development of Customer Care team members• Integrated the Phoenix based representatives into the Customer Care organization and implemented Customer Care processes with the team• Served as escalation point for customer issues and work cross functionally with Operations, Sales, and Finance as needed to resolve those issues and to identify process and policy improvements to improve overall customer satisfaction• Coached and supported teams to reduce order processing time by up to 50% (from 3-4 business days in 2021 to 1-2 business days YTD in 2022) without causing a negative impact to accuracy and quality of order processing

Seoul, Kr

Customer Service Manager for Heavy Construction Equipment PartsOversee day to day operations and overall performance of Aftermarket Parts Customer Service team. Responsible for employee life cycle of CSRs including interviewing, hiring, and annual performance reviews. Act as escalation point for complex order and other parts related issues for our dealer network. Manage workload and responsibilities within the team to ensure coverage of all business vital activities and overall team workload balance. Serve as “voice of dealer” for process improvement and policy review.• Provided feedback and modification suggestions for company’s Parts Policy and Procedure Manual in spring of 2019• Supported PDC optimization project that resulted in the opening of two North American PDCs between December 2018 and April 2019. Support activities included test order processing, data verification, and assisting PDCs with SAP troubleshooting and work flow guidance.• Make quarterly presentations for dealer education and information during Dealer Call-ins and also presented training sessions to dealers during Regional Parts and Service dealer meeting in 2018• Served as Customer Service project lead for SAP S/4HANA testing during system upgrade; developed and advised on test scenarios and performed all related testing and reported results to overall project leaders

Cleveland, Oh, Us

Accomplishments: Service Center earned President's Award for GAP over 9% during my first year as SCM; achieved 100% freight recovery goal through freight expense/revenue monitoring and activities; reduced past due AR by 10% and AR DSO by 4 days in first yearManage internal service center operations and Inside Sales CSSRs on a daily basis to include meeting customer metrics in relation to correct and on-time order fulfillment and to meet/exceed P&L objectivesDevelop, implement and monitor programs and activities related to promotion and inside sales, office and warehouse functions and customer service and measure resultsHire, train and develop service center personnelAssist account managers in the identification, acquisition and retention of customers; ensure customer relations are maintained at a high levelManage inventory, receivables, expenses and profit/loss accounting

Peachtree Corners, Ga, Us

Support internal team and outside sales representatives as well as customers with quotations, order management, updating CRM and addressing customer complaints, billing issues, questions and concerns.Assist with marketing tasks including trade show preparations, updating social media, participate in design and creation work for advertising, press releases, editorials and newsletters.

Amsterdam, Noord Holland, Nl

Research and collect body paint color information within the Fleet, Sign and Commercial Vehicle market (i.e. Freightliner, Volvo Trucks, Peterbilt, Mack, etc.); identify colors missing from company's current offerings and obtain necessary samples for lab color development purposesUpdate and maintain color information and data within company's proprietary database software (Qbase); generate formula requests for lab work as required and transfer standard panel tracking data to correct facility for developmentSupport field staff and customers by providing color data and formulas as requestedBack up Project Manager to include daily SAP Post Goods Issue of deliveries for hardware and color documentation customer sales orders; effectively communicate with vendors and customer service to resolve order discrepancies or shipping issues; assist to reconcile monthly inventory; update customer information and log equipment in Microsoft Dynamics

Helsinki, Southern Finland, Fi

Managed team of 2 CSRs to successfully handle all aspects of Transportation Planning from all Kemira plant sites as well some Transportation Planning activities with outside partner shipping locations.• Assisted with development of new CS team; created job descriptions for Transportation Planning CSRs and the Team Lead position• Collaborated with Logistics group and implemented new practices within team to streamline and organize transportation planning activities within SAP system and our outside freight costing / loading schedule program (Visiship)• Responsible for daily monitoring of transportation scheduling; on time shipment; and completeness of all Transportation Planning activities as assigned to the team.• Scheduled transportation from 4 different Kemira plant locations; created delivery items in SAP for all warehousing and tolling locations; handled escalated shipment issues

Helsinki, Southern Finland, Fi

Managed team of 6-8 CSRs to ensure accurate and timely order processing to meet customer expectations and needs. Served as liaison between Customer Service and Field Sales staff to address any concerns or issues regarding order fulfillment and customer satisfaction.• Assisted in coordination and execution of in-depth training for 16 CSRs (including 9 new hires) during transition to Single Point of Contact operation for Customer Service group.• Participated in and implemented initiatives to increase overall On-Time / In-Full delivery by over 10% in one year (August 2011 to August 2012).• Completed first level management training focusing on coaching and mentoring employees

Helsinki, Southern Finland, Fi

Supported Transportation Manager in day to day domestic transportation operations. Monitored carrier performance, scheduled shipments (including expedites), tracked deliveries, processed carrier claims, investigated carrier invoice discrepancies, obtained freight rates and maintained rating data both inside and outside of SAP. • Contributed to the development and rolling out training to all transportation planners to support new functionality between SAP and outside transportation rating and selection database. Served as point of contact for all troubleshooting for SAP’s interaction with the database and service. • Assisted North American Transportation Manager with annual carrier evaluations and bids by providing accurate documentation of all service reports, records of filed claims and gathered feedback from customers, sales and transportation planners in regards to each carrier’s service level.

Helsinki, Southern Finland, Fi