Jen Jones Email & Phone Number

Milwaukee, Wi, Us

St. Louis, Missouri, Us

Specialized in driving transformative change and enhancing the customer journey while optimizing business operations, reducing waste and increasing profitability. Successfully led strategic initiatives across functions • Modernized business through digital transformation leveraging new technology resulting in improvement of customer and employee experience• Standardized project management tools, training and processes, improving communication, cross-functional collaboration, accountability and reporting for the $250M+ PMO sales portfolio• Managed company-wide ERP migration from Microsoft Dynamics AX to Oracle EBS, identifying, reporting and resolving issues post-implementation• Leveraged Continuous Improvement methodologies with departments to identify failure points, create root cause analysis and implement corrective measures with new systems and processes• Realigned and redistributed work across organization to optimize departments and best serve customer needs • Expanded customer service resources using the global service center in Manila resulting in reduced costs while improving operational efficiency and service levels• Led Industrial business X Matrix Strategic Alignment Process, establishing Objectives and Key Results (OKR) and developing meaningful Key Performance Indicators (KPI)• Mapped the customer lifecycle and digital touch points across the Industrial Gas and Refrigeration markets and identified millions in potential revenue opportunities• Responsible for eCommerce and digital strategy to increase sales and services by providing pertinent information on orders, pricing and products• Created after-market strategy to increase amount of long-term service agreements (LTSA) and provide customers with a preventative maintenance plan to eliminate unplanned downtime• Actively involved in supporting the private equity transition from Emerson Industrial LP to Copeland Industrial LP, with a strong focus on change management and strategic alignment

St. Louis, Mo, Us

Headed customer engagement initiatives and strategic sales operations for enhanced customer loyalty and sustainable growth.• Directed Project Management Office, After-Market Parts, Field Services, Technical Support and Customer Service teams, emphasizing improved processes, proactive communication, and cross-functional collaboration.• Spearheaded modernization and digitization of the sales team by implementing Salesforce CRM and Eloqua for streamlined sales and lead management.• Reorganized sales operations by launching a dedicated Inside Sales division, segmented by Industrial Gas and Refrigeration markets.• Led process improvements to eliminate non-value-added sales tasks, increasing efficiency and enhancing customer service.• Established KPIs and sales goals to drive performance, while improving teams and communication through the introduction of cross-training, group e-mailboxes and defined sales territories.• Managed customer service operations responsible for generating $36M+ in aftermarket parts and services revenue with 12% growth YoY• Revitalized a revenue-generating factory training program, boosting customer education and engagement.• Developed and rolled out technical and managerial career path for employee growth and retention

Milwaukee, Wisconsin, Us

Increase post sales enablement, activations and interactions in the global marketplace utilizing a variety of strategies and incentive-based plans helping customers with their IIoT journey digitally enabling their business to realize the value in connecting their plant• Developed and implemented best-in-class customer experience which include no-hassle returns, improved RMA process, special price agreements and robust scalable IT infrastructure• Collaborated with Channel Partners, Channel Marketing & Sales teams to facilitate robust and impactful marketing campaigns and eCommerce enablement • Customer focused strategic product development enabling sales and increasing Rexnord’s services and MRO footprint in focused verticals (pulp and paper, forestry, agriculture, mining) by $14M incremental business in 3 years• Solicit and analyze VOC around customer journey and market needs; develop strategy and solutions for technology and business to alleviate roadblocks to success• Company wide selection and implementation of global Field Service Management tool that simplifies IT architecture while enabling sales, increasing service, and driving standardization across teams and improving the customer experience • Collaborate across various functions to ensure solutions are scalable and can be leveraged across groups and regions globally

Milwaukee, Wi, Us

Organizational strategic plans, resource planning, project management and cross training of staff to more efficiently utilize resources and improve the customer experience.• Conducted needs assessment and started 2nd shift in lower cost region resulting in savings of $640K and improved customer service levels by also implementing a sustainable quality program • Worked with senior digital technology leaders focused on the customer experience by identifying areas of improvement and areas of opportunity in usage, design and support structure for new digital platform • Identified top customer interactions, questions, trends and channel preference in call center created plan and measurements to decrease interactions resulting in a reduction of the top 5 calls per function, improved customer experience and improved chat service through process improvement • Spearheaded organizational development and design changes, maximizing efficiency and shifting the culture to anticipate changing customer needs by diversification of resources and channel alignment • Researched, analyzed and evaluated state-of-the art and new technologies in the customer service field for future state planning and feasibility • Increased engagement by creating a companywide, global career matrix, clearly illustrating a development path for employees looking to grow in the global customer care organization • Presented and created regular content for all employee meetings, distributor visits, and executive readouts

Milwaukee, Wi, Us

Managed organization of 8 service department with 140+ employees over three facilities in North America. Leading team and implementing call center operational strategies and organizational changes to meet goals and future changes. Oversight of a departmental budget of $10.7 million• $2.2 M in productivity savings over past two years through continuous improvement activities • Through workforce planning and schedule analysis, slashed overtime costs by 67% over three years • Leveraged facilities and teams in Poland and India, reducing costs and maintaining high service levels • Innovated several inclusion and engagement activities that increased retention and fostered a positive culture, such as workshops on Generations, Unconscious Bias, and Social Styles• Developed organizational KPIs and metrics for call center, measuring health of the business and driving consistent growth• Focused on coaching and developing all levels in the organization, creating development and succession plans for talent, resulting in the promotion of many employees to roles of increasing responsibility• Worked with executives, IT, consultants, and employees for the call center phone system implementation and ensure a positive customer focused experience• Planned and executed several organizational tasks reducing cost and workforce by 13% while still maintaining high customer service levels• Created strategic support plans leveraging technology and talent, aligning the call center to handle more complex issues and customer needs as they change• Roll out and successful utilization of Agile methodologies (Enterprise SCRUM) to solve business problems, reducing creation and rollout of training from 9 months to 6 weeks• Facilitated semiannual leadership review with staff identifying and creating plans for high potential employees and succession plans for key roles and development plans for struggling employees

Milwaukee, Wi, Us

Managed department budget of $1 Million per year, remained within 1% of budget every year. Lead diverse global team of vendors and engineers. Influenced business unit and executive leadership globally creating a strategic roadmap and enhancements for e-tools, increasing their value and improving productivity for sales and customers. • Developed and supervised global technical support and programming team for e-tools • Transitioned development work to lower cost region in Bangalore, India for CrossWorks application • Interfaced with upper management and executives on a weekly basis, suggest process improvements, tools enhancements, report on on-going projects and prepare and present business cases to the executive board• Managed capital projects for e-tools totaling $2.7 million. • Influenced outside span of control working with product management and business leaders across all business units to ensure full product representation• Collaborated quarterly with executive stakeholders to prioritize and fund key projects• Proven success in communication and collaboration with global users of e-tools and customers to increase adoption rate (from 4K users in 3 countries to 60K users in 61 countries over 6 years)• Tested and researched new technologies with e-tools software proactively developing e-tools for new platforms • Identified needs weren’t being met for e-tools in global regions, worked closely with regional sales, customers and leadership to capture the right voice of customer(VOC), created strategic plans and projects based on feedback• Resolved wide range of issues distributors, customers or sales force has in innovative, creative, and effective ways• Vendor management to ensure projects are done on time and on budget (UST, L and T, ePlan, Symmetrix, Webcom, and IBM)• Trained and presented on the e-tools suite in the field, at corporate events and at distributorships

Milwaukee, Wi, Us

• Lead 3rd party companies for the Engineering Support Group in programming and developing the Rockwell Automation Integrated Software Environment and Product Selection Toolbox software• Meet with Product Managers on a day to day basis planning for any production problems, new product releases, and engineering changes• Showed a cost avoidance savings to Rockwell of $77,292 in FY05 consisting of over 53 PDL Scripting projects• Established standards and work flow within Engineering Support for all PDL programming work• Assist in training of distributors and sales force for all Milwaukee Control Schools• Subject Matter Expert for configuration aiding the Rockwell Global Process Transformation to SAP • Strong technical aptitude, including the ability to comprehend complex systems and procedures quickly and communicate them simplistically• Focus on creating a team atmosphere with an emphasis on open communication between groups

Milwaukee, Wi, Us

• Support of Rockwell Automation product families• Supporting distributors via phone with sales and order information• Training distributors on the Passport system• Multi-tasking to meet customers goals• Creating company and product confidence in customers • Supporting sales staff to create new business

Ba, Organizational Communications

Strategic Leadership