National Customer Service Manager
Greensboro, North Carolina, United States
Responsible for all operations, staffing, systems, process improvement, and budget for Inside Sales / Customer Service teams in Greensboro, NC, Indianapolis, IN, and remote associates for world's largest arborist supply company ($110 million annual sales)Facilitated entire team working remotely within 48 hours in response to Covid19Manage customer service team made up of two supervisors and 20 customer service representatives responsible for all customer contacts (phone, email, chat)Support outside sales team by managing their accounts, customer contacts, and monthly sales initiatives Met or exceeded all KPI goals as business increased exponentially over 3 year period, improving phone and email response time by 40%Reduced Appeasements / Accommodations by 25% ($100,000) as overall sales increased 30%Led digital transformation to NetSuite and integrated phone systemLiaised with C-suite Team, accounting, and marketing departments to brainstorm, discuss strategy and mitigate fraud issues resulting in 75% reduction in fraudulent orders.