Third party order management for Unilever

• Address Dealer/National Account/ Customer contacts, focusing efforts on problem solving and implementation of resolutions.  Track results to address key concerns and spur department improvement efforts.• Provide quick resolutions to dealer/customer needs with the goal of delighting the customer, indicating a high level of customer confidence.• Maintain up to date contact management data and a call log to track performance and identify any problem areas within our business system that can be addressed through continuous improvement initiatives.• Solve problems for dealers/ customers to increase sales and allow brand/ dealer personnel to focus on sales efforts.• Enhance and improve flexibility to drive additional sales opportunities, whether through reduced lead-times, increased product availability, disposition of excess inventory, etc.• Communicate across the brands to provide professional customer service to all dealers/customers and assist in reducing departmental costs by eliminating rework and dissatisfied customers.• Plant communication and problem resolution with major focus on addressing re-promise issues, implementation of resolutions, and processing of order change requests in Hyster-Yale Order Management System (NOMS).• Disseminate information and assist supply chain schedulers with potential resolutions for problems.• Work with schedulers and plant to process order change requests in NOMS to the satisfaction of the plant and dealer  network.• Relay necessary feedback to plant personnel to maintain and support manufacturing builds.• Assist dealers and both brand management teams with accomplishing objectives and communicating ideas and information effectively.• Use planning, organizing, time and project management in reaching solutions that will promote customer confidence in our organization.

SPED

• Provides high quality customer service by attentively listening to customer needs in order to create a positive experience, obtain brand loyalty, strengthen customer relationships and increase sales. • Maintains an exception business relationship with dealers and suppliers by reviewing program procedures, invoice corrections, and delivery and pricing issues.• Represents procurement on cross functional teams for new product development, product changes and new product launches.• Utilize all company tools to perform systematic data evaluations of internal and external Aftermarket program data to eliminate program issues. • Collaborated on a new ordering process with Bolzoni to increase operational efficiency to achieve company’s projected sales goals. • Leads program performance reviews with our Aftermarket suppliers.

• Coordinated national service requests for forklift repair, removal, periodic maintenance and/or any other services deemed necessary to local authorized Hyster-Yale dealers nationwide. • Provided highly detailed estimated time of arrive reports for repairs when requested by dealers. • Used knowledge depth of company products to assist customers during trouble shooting process before issuing a service call.• Dispatched all service requests using Service Life Cycle Management System (SLIMS).

• Supervised up to six employees while completing projects within a strict deadlines established company standards. • Trained and coached new employees in preparation for their entry into the local apprenticeship training school. • Established progress tracking for all projects, enabling accurate planning for labor, manufacturing requirements and installation schedules.• Developed progressive standards for comprehensive manufacturing shop drawings in order to diminish overlooked project scope and material requirements.• Implemented policies that streamlined processes and resolved issues that impacted production schedule.• Successfully completed projects over $50K-$250K.• Maintained a clear communication line between customer and manager on all daily activities.