Laurie Eide Email & Phone Number

United States

Brooklyn Park, Mn

Point of contact for all International accounts; distributors and direct customers. Work with International sales team to process all quotes, sales orders, and billing. Handle all aspects of the order, place parts and finished goods orders with the Intl factory in Taiwan and make sure all needed documents are obtained and the shipping schedule meets customers expectations.

• Develop and grow strong relationships with customers and provide exceptional customer service • Partner with both external and internal customer to meet customer’s expectations • Proactively communicate in a timely manner with external customers concerning all issues including quality issues, verification of pricing and delivery dates • Promote customer satisfaction by achieving cycle time reduction through team-based problem solving. Leads cross-functional teams to solve customer issues• Investigate claims of non-conforming product/actions by conducting fact-based investigations and working with Production and Quality Manager, generate MRBS to solve problem • Internal auditor for pre ISO and Nadcap certification • Call out to new and existing customers to increase sales.

• Responsible for all aspects of the customer service and sales operations. Reported directly to the owner and President of the company• Developed and implemented new sales techniques which consistently increased sales• Mentored and trained all customer service/sales employees• Motivated and inspired sales staff to exceed sales goals.• Compliance officer for second-party “upsell” implemented compliance procedures • Recognized for ability to resolve escalated customer calls and increased customer satisfaction • • Instrumental in troubleshooting and working directly with the IT Manager to implement and launch the new Windows based computer system• Collaborated with IT Dept. to resolve all phone system and computer related issues• Received and reviewed all customer service/sales reports (‘upsales’, sales, phone statistics, etc) and took appropriate action based on information • Hired, trained and supervised a dynamic team of customer service/sales employees• Responsible for performance reviews, payroll and commissions for all customer service/sales staff• Point of contact for Better Business Bureau (BBB), prohibitory mailings and charge-backs• Scheduled all customer service and sales staff (24/7 operations)• Oversaw all ordering, service and repair issues for office equipment

• Number 1 Sales Associate for outbound and inbound sales, consistently exceeding monthly goals• Assigned to ‘top priority’ customers to a maintain relationships and increase sales.• Top sales representative in second party “upsells”• Recognized for outstanding quality of customer service with numerous customer support awards and personnel commendations from clients• Mentored and trained all new customer service/sales employees• Processed and tracked web orders, call in orders and mail orders (local and international)• Resolved issues with returned merchandise and applied credits to customer’s accts. as needed• Counted, opened and entered mail orders (including cash orders) up to 300 a day• Answered up to 150 calls daily and took care of the customers needs