Joe Ellifson Email & Phone Number

Waukesha, Wisconsin, United States

Hartland, Wi

Oversaw strategic direction of the Product Support, Bulb Support, Customer Care, Order Management, National Account and POS Systems Support Teams. • Implemented the first internal coaching program in company history, and successfully stimulated leadership growth for high-potential candidates throughout the organization resulting in clear associate succession paths and reduced employee turnover. • Managed the labor budget for over 50 associates across four different support teams and two lines of business, finishing each year under budget.• Managed vendor relationships with internet service provider (Comcast), phone system (Talkdesk), and store hardware providers (SHI and TRG) resulting in improved program utilization and on-time delivery of store orders.• Led the POS Systems Support Team through the Windows 10 and Ingenico Chip/Pin payment device equipment upgrades at 700+ retail locations.• Built a Customer Care Team from the ground up servicing up to 150 e-commerce and retail customers per day at a 92% service level. • Designed a full suite of daily and monthly Excel reports to analyze daily call volumes, call handle times, answer rates, call types, employee time utilization, and calls by period.

Hartland, Wi

Ensured high levels of internal and external customer support and service through management of Product Support, Order Management, and National Accounts Teams. • Implemented growth and development plans for all support teams and consistently exceeded internal quality solution goal of 4.75 (out of 5.00) or better. • Consistently maintained call answer rates of 92% or better to 715 retail store locations and consumers.• Developed and implemented incentive plans that increased employee performance and motivation resulting in high quality support and employee morale. • Created a process to manage the handling of delicate personal and property damage liability claims with consumers due to potential product failures.• Implemented a national account ambassador program that improved order processing and management of national account customers at the store level resulting in increased sales.

Hartland, Wi

Actively managed multiple product categories, in addition to managing the day-to-day operations of both the Vendor Management and Product Support Teams.• Managed bid processing for high volume commercial sales opportunities to drive commercial sales for all products. • Led Vendor Management Team in driving consistency and compliance with vendor contracts, liability insurance, UL & WEEE safety and recycling certifications. • Managed dry cell, two way radio, laptop, scanner, and flashlight categories in exceeding annual sales goals.• Effectively managed product assortments and in-store promotions, while providing cost analysis and product rationale for both offshore private brand and domestic premium brands to stores.

Hartland, Wi

Established a new Vendor Management Department focused on managing and facilitating approved product programs with strategic domestic partners.• Implemented vendor contracts with key domestic suppliers to protect the integrity of negotiated programs.• Facilitated the maintenance of product liability insurance with vendors to protect the company from personal injury and property damage liability claims.• Developed a special purchasing approval process to monitor, regulate, and reduce store purchases outside of negotiated vendor programs.

Hartland, Wi

Hartland, Wi

Pewaukee, Wisconsin, United States

Pewaukee, Wisconsin, United States

Pewaukee, Wisconsin, United States