As Customer Service Manager for IFP Group and Comag Agencies, I support an amazing customer service and dispatch team in Mangere, Auckland. We are here to make it easy for you to package and dispense your products. At IFP Group - Industrial Focused Products - our goal is to help you solve your large-scale containment challenges. We have a range of HACCP approved food-safe packaging including IML pails manufactured right here in Auckland! We are also a supplier of many other locally and internationally sourced containment and dispensing products. At Comag Agencies, we offer a range of packaging for food and beverages, cosmetics and personal care, and chemicals and cleaning. We can help you find the right packaging for your products.

REM Systems is a distributor of medical devices and consumables. The Service Team provides sales, service, repairs, and loans of orthopaedic power tools, pain management pumps, and ultrasound scanning equipment. As the main point of contact for service and repairs of medical equipment, we ensure a positive customer experience with quick response times, great communication, and thorough processing of transactions. We have been recognized for improving the accuracy of our system data by correctly processing all transactions through the ERP system, including quotes, sales orders, returns, invoices, service orders, and loans. Our success is underpinned by forming and maintaining great relationships with customers, suppliers, clinical engineers, warehouse teams and logistics partners. I am passionate about driving continuous improvements to reduce turnaround times, provide on-time delivery, manage fixed assets, ensure inventory accuracy, and maintain profit margins. To support these initiatives, I develop procedures and provide training to ensure everyone has the information they need to succeed. Bringing positive energy to work every day, I am available to take over issues requiring escalation, working with customers, suppliers, and management to resolve problems and keep things running smoothly. As a way of staying ahead of issues, we have weekly one on ones and ongoing review of KPIs. I have been recognized for successfully managing a large-scale recall on behalf of one of our distribution partners. More than 2,200 devices from across New Zealand are being sent to REM for remediation. Running this project has highlighted my skills in communication, time management, strategic thinking, data collection, analysis, and reporting to management. It has been a fantastic opportunity for growth and has allowed me to connect with the amazing people who work in this healthcare sector.

As the main point of contact for Specialty Coatings customers, including several key accounts, I managed customer needs from order entry to delivery and invoicing. By developing robust relationships with internal partners including planning, production, technical, logistics, quality, and accounts receivable, I was able to guarantee the best possible service to the customer. Built customer confidence by providing quick turnaround on orders, managing all customer problems to resolution, proactively communicating, and setting realistic expectations regarding late production, carrier delays, or quality issues. Worked to goal of 95% on time arrival by effectively balancing customer required dates with plant capacity, monitored production and shipping schedules, proactively communicated with logistics partners and customers to meet dates. Kept expediting costs to a minimum. Facilitated all aspects of quality issues, from initial customer complaint through to resolution. Processed returns, rework, and credits. Reduced short pays by maintaining accurate pricing, moving customers to email invoices, promoting direct debit payments, and working with accounts receivable to resolve billing issues. Promoted new business with seamless on-boarding and competitive pricing to win opportunities while protecting margins. Achieved Lean Six Sigma Yellow Belt and incorporated principals to improve and simplify processes. Demonstrated competence in SAP, ETQ, Salesforce, Word, Excel, and PowerPoint.

In a fast-paced and high volume environment, I activated service for toll free, long distance, and conference calling. Worked behind the scenes with carriers to quickly get service up and running. Provided back up to the Repairs Team, handling overflow during peak periods. Liaised with technicians to resolve all aspects of phone, data, and VOIP issues with a sense of urgency and commitment to restoring service. Resolved billing discrepancies. Wrote procedures and trained team members.

Team Leader Customer Service Nov 2010 – Dec 2014Carter Holt Harvey Packaging is now Oji Fibre Solutions.Led a team of three to provide end-to-end customer service to 130 customers – including some of New Zealand’s largest companies – representing annual sales of $74 million. My customer portfolio of 30 clients represented $45 million in annual sales and included the most valued key accounts. Provided all aspects of customer support: order entry, quotes, invoicing, credits, exports, artwork and design. Coordinated artwork process from initial stage of design to final printed product. Collaborated with customers, sales, print manager, and prepress teams to ensure high quality printed packaging. Understanding of flexo printing process and terms, e.g. dielines, laycards, plates, PMS colors, proofs, press check, etc. Project managed the rollout of largest customer’s re-branding. Determined production orders from customer forecasts; prepared lead-time schedules and DIFOT reports. Communicated daily with production planner and logistics team to secure on-time delivery. Managed exports to Australia, South America, and North America. Prepared export documents; communicated with international customers and freight forwarders. Trained and provided guidance to allow for smooth and continuous coverage of all responsibilities. Ensured workload was spread evenly among team members. Resolved internal and external issues on behalf of team. Improved procedures and wrote new procedures as necessary.Account Manager – Distributor Category Dec 2012 – Dec 2014 Provided quotes to prospective and existing customers. First point of contact for potential new customers. Maximized opportunities to convert inbound queries. Developed customized products by working closely with technical, design, and print teams.

Built positive relationships with customer and suppliers, as well as all internal personnel from procurement, sales, accounts, and warehouse. Prepared quotes for prospective and existing customers. Tracked acquisitions and quote conversion rates. Proficient at Greentree ERP including sales orders, quotes, customer queries, reporting, inventory, and CRM.

Provided all aspects of support to Director of small investment firm. Communicated with high level of discretion with all professional contacts on behalf of director. Managed diary, arranged travel, screened calls, prepared reports, meeting minutes, data entry, dictation. Purchased all office supplies, negotiated and maintained service agreements for telecommunications, office equipment, and security system.

Account ManagerSold premium advertising space in newspapers to ad agencies and direct advertisers. Championed newspapers at industry functions, events, and sales presentations. Improved sales and marketing policies and procedures.Sales CoordinatorLiaised with 24 newspapers across New Zealand to check available space for ads and follow up material delivery. Provided costing solutions for clients. Published newspaper rate and specification manual for use by ad agencies and direct advertisers. Managed Salesforce CRM. Compiled information for upcoming features and layout rates across all 24 newspapers.

Communicated with people from around the world interested in working in New Zealand and Australia. Provided advice regarding job opportunities and immigration, and support for the online CV function. Compiled reports from communication data to profile who used the Working In website and identified trends. This was a concurrent part time role while working at the Newspaper Advertising Bureau.