Jacqueline Lochelt Email & Phone Number

San Francisco

- Managed Customer Service staff of two representatives in Emeryville, CA, three in Atlanta, GA, and two Drop Ship Coordinators in a call center environment for a $120M distributor of fine art supplies.- In charge of all supervisory responsibilities of Customer Service and Drop Ship teams, including hiring and firing, annual reviews, scheduling, motivation and disciplinary actions.- Served as inside contact to $1 million + nationwide chain of art supply stores.- Actively participated in Management team to ensure superior customer service, sales conversion, cross training, service level adherence (SLA), open communication and dispute resolution.- Managed the processing of sales orders from start to finish, ensuring sales policies and procedures are followed with complete accuracy and consistency.- Worked closely with warehouse management in three locations, credit management and purchasing to facilitate quick shipment of customers’ orders.- Evaluated, recommended, implemented and maintained customer service applications.- Monitored and analyzed productivity of customer service representatives.- Provided support to national sales team of twenty two representatives through sales report generation and analysis and daily customer contact.- Daily contact with MacPherson’s largest supplier to ensure seamless drop shipment processing.- Worked in conjunction with IT Department and software vendor to design and implement major changes to website.- Served as prime escalation level for problem resolution.- Member of Management Operating Committee reporting directly to Chief Operating Officer.- Lead cross-functional team of employees from all locations revamping and redesigning the new product introduction process.- Lead cross-functional team of employees charged with defining, writing, and company- wide training of MacPherson's core values.- Two-time winner of company's annual employee Excellence Award.

Overall responsibility for multi-site operational functions of regional electrical distributor, including purchasing, warehousing, inventory control, and customer service. Reported directly to President.- Worked in collaboration with sales, purchasing, accounting and warehouse/shipping departments to ensure timely delivery of product to customers.- Acted as General Manager in President’s absence.- Directly supervised warehouse managers in two locations, as well as purchasing manager and a customer service staff of five.- Managed all large RFP and RFQ projects.- Reduced warehouse costs by 50% by consolidating inventory to one warehouse without reducing service level.- Achieved 30% reduction in inventory dollars by negotiating vendor returns and implementing more efficient purchasing procedures.- Negotiated price decreases of 5% from two large vendors.- Analyzed sales trends to quickly respond to seasonal sales “spikes,” thereby reducing stock-out time.- Improved inventory turns and order fill-rate through vendor negotiations and improvement of internal processes.- Presided over weekly cross-functional meetings with purchasing, sales, customer service, and accounts payable and receivable departments.- Established empowerment and incentive program for all non-sales employees.- Improved Customer Service by implementing product-training program.- Hired and trained all Customer Service Representatives.- Maintained daily internal point of contact responsibility for the company’s largest customers.- Coordinated promotional campaigns with large vendors.

- Assisted in the purchasing of more than $3M of product from 35 vendors.- In charge of all purchases made from Peters-de Laet’s largest volume vendor.- Negotiated pricing agreements with vendors.- Solely responsible for consigned inventory management program for two large customers.- Analyzed sales trends and backorders.- Coordinated product training of new employees.- Co-managed annual inventory (over 60,000 products) for two locations.- Sourced new products and product lines for outside sales force of 10 people.

- Managed inside sales for major accounts totaling annual sales of more than $300,000.- Provided product training and support for outside sales force.- Assisted company president in new product line evaluation and marketing.- Provided inside support for outside sales force.

Bs - Business Administration, Marketing Emphasis

Activities and Societies: Alpha Phi International Sorority

Mba, Finance