Martha Pizana Email & Phone Number

Westchester, Illinois, United States

Forest Park, Illinois, United States

Manage and provide Customer Service Support to the Eastern region, AZ and NM states approx. 2,500 accounts, 6 independent sales agencies and 4 warehouses.• Resolve customer inquiries, which consist of product information, order execution, quality and delivery issues.• Handle set up of new accounts and maintenance of existing accounts, issue RMA’s, credits and re-bills for shipment discrepancies and billing errors.• Research and coordinated prioritization for back ordered products and coordinated distribution of inventory.• Provide outstanding order management and sales support by understanding customers needs and ensuring that orders are entered, packed, shipped and invoiced to meet and exceed customers expectations. • Continually seek ways to improve process and increase productivity.• As needed visit customer on site to discuss on going issues and get a better understanding of their business.

• Supervised 10 direct reports, ensured that customer Satisfaction was achieved, procedures followed properly and work was completed on time for Retail, EW, HVAC and OEM customer based, which represents sales in excess of $120 million.• Coordinated staff schedules, leveled work load, prioritized activities.• Trained, coached, mentored and assisted employees to develop their skills.• Served as a role model by providing Outstanding Service and always focusing on the customers needs. • Managed dept. budget, projects, recruited and maintained individual and department performance goals.• Liaison between Operations, Sales, Marketing and Finance to ensure customer service objectives and process are aligning properly and that problems are resolved.• Proven ability to incorporate planning, analyzing business process, process improvement and building teams design to deliver effective solutions. • Continually seek ways to improve process and increase productivity.

• Resolved customer inquiries, which consist of product information, order execution, quality and delivery issues.• Researched and coordinated prioritization for back ordered products and coordinated distribution of inventory.• Processed orders manually and through EDI• Provide outstanding order management and sales support by understanding customers needs and ensuring that orders are entered, packed, shipped and invoiced to meet and exceed customers expectations. • Manage and provide Customer Service support to the Retail Channel approx. 2,000 accounts, 5 Independent Sales agencies a $30 million territory.• Continually seek ways to improve process and increase productivity.