Kim Craig Email & Phone Number

• Sales Support Specialist Smithfield, RI 2015 – 2020
• Worked for the Director of Sales of this $50 mm retail protective equipment sales division, coordinating with six National Sales Managers & 47 independent sales rep agencies.
• Main sales support for many of the larger, more sophisticated retailers such as Walmart, Canadian Tire, Menards, Home Depot, and Tractor Supply. Requires daily coordination with our order management, distribution.
• Worked closely with distribution centers to reduce customer penalties by $500K over a 1 year period and increasing service levels.
• Manage the timely processing & maintaining of key customer vendor agreements – working closely with the customer merchant team and our sales, distribution, legal, & financial teams.
• Coordinate onboarding independent sales rep agencies through Honeywell’s extensive vetting & review process and ensuring legally compliant.

Providence, Rhode Island Area

• Worked for the Leader of a 60-person Customer Care department over three locations servicing a $900 mm personal protective equipment business sold thru 150 field sales reps and over 1000 distributors.
• Trained customer care representatives in all areas of customer service with focus on “World Class Customer Service.” Duties included interviewing, teaching, evaluating, & motivating representatives on product.
• Assisted in integrating four product divisions with three ERP systems into a centralized customer care team & ERP system
• Assisted with SAP integration as Power User

Cranston RI

• Worked for the Leader of a 15-person Customer Service department servicing a $609 mm protective equipment business sold thru field sales reps and 1000 distributors.
• Supervised, mentored, & coached four customer service representatives to deliver customer service excellence and build trust with distributors to proactively sell product. Service excellence extended beyond customer.
• Learned and demonstrate a strong understanding of seven new categories of personal protective equipment.

Concordville PA

• Reported to the Vice President of Sales & Marketing of this $48 mm manufacturer of head & face protection products.
• Supervised, mentored, and coached a team of 7customer service representatives supporting 20 field sales representatives and 2K distributors.
• Created customer service satisfaction questionnaire to continually monitor service metrics and customer satisfaction.
• Worked with Vice President of Sales and Marketing in creating customer service driven monthly incentive plan utilizing inside sales techniques, resulting in improved morale, greater productivity, 25% increased sales &.
• Coordinated the creation of all company literature – from writing & design – to working with photographer & printer – to proofreading & approving final product. Once complete, managed its field roll-out and ongoing.
• Fibre-Metal became known for their helpful, technically rich, easy to understand literature

Concordville PA

• Reported to the Vice President of Sales and Marketing and Customer Service Manager.
• Worked with IT and Manufacturing to install new ERP system allowing for streamlined order processing, reduced errors and same day shipping. Maintaining a 98.9% same day order to shipment.
• Collaborated with IT to install new telephone system that processed calls directly to available representative, reducing abandoned/dropped calls and increased customer satisfaction.
• Assisted in creating a Customer Information Center utilizing Goldmine Software Program with a repository of information available to both sales force and Customer Service.

Concordville PA