Answer calls, chats, and tickets from State Staff, Teachers/Advisors, students and parents. Provide customer assistance for the FFA shop placing orders, checking status, tracking, returns and billing questions. Assist student members with log in to FFA.org to apply for grants/scholarships/awards and updating personal data. Assist teacher/advisors with member and alumni payment of dues, roster changes/updates.

Answer Hilton and Blue Green member calls and guide them utilizing 4 systems (Sales Force, Guide Portal, DBL and GUI) to book vacation resort that best match their requirements. Review member profile for membership renewal and/or upgrade, weeks available to deposit, and points/weeks expiring to ensure customer has complete and exceptional customer experience.

Sr Customer Excellence Analyst for Commercial Vehicle national accounts including Daimler Aftermarket and PDCs, Navistar, PACCAR, Mack / Volvo and tier suppliers. Responsibilities include order entry, processing EDI orders, and tracking shipments. Participate in project review meetings for new part introductions. Day to day work closely with supply chain when deviations from customers plan to prevent customer line stoppages. Monitor production delays and coordinate with customer timing and daily usage to assist the plant in prioritizing production. Initiate customer concerns in the customer incident log (Access database) for investigation by quality at the plant. Customer portal management of quality concerns, order confirmations, and advance ship notices. Coordinated the change over of standard sales orders to schedule agreements with IT interface to save time of order processing for Volvo aftermarket, Paccar and Navistar. Create training instructions with screenshots for various processes new to our team. Train coworkers on processes through Microsoft Teams. Research and dispute scorecard findings to improve score.

Primary customer contact for 4 National accounts (Kmart, Sears, Circuit City, Meijer) and 30 regional/distributor accounts. Responsibilities include order entry, processing EDI orders, tracking shipments, credit issuance, return authorizations and providing weekly accounting of order and customer metric deviations. Manage cross departments (finance, demand planners, marketing, and logistics) to identify and meet customer needs. Develop reporting tools to assist sales and supply chain group to maximize shipping and meet business objectives. Responsible for researching and documenting with sales and credit teams denials/approvals of voluminous vendor claims (vendor violations, return credits, short shipments, proof of delivery, etc). Coordinate with customer, demand planners, logistics new product introductions, in order to meet strict customer product set dates. Day to day work closely with supply chain when deviations from customers plan develop. During SAP implementation trained temporary contractors to complete customer service position, while I played a key role in the July 2008 implementation of the new ERP system (SAP).

In the sporting goods category I was responsible for managing 41 international distributors, 36 national catalogers, and distributor accounts. Processed orders utilizing Real World Accounting Software. Designed and completed reporting to the Sales Manager of customer inventory status, forecasts, and sales information. Worked with Sales Manager to take data and complete plan to satisfy customer requirements. Screened applicants for new distributor / sporting goods accounts, responded to general inquires / complaints, and tracked warranty returns. Proofread all marketing tools including advertisements, instruction sheets, and product packaging. Provided back-up to materials manager, sales manager and finance administrator as customer requirements dictated.

Supervised three customer service representatives. Responsible for 40 US bicycle distributors and 30 national catalog accounts. Established customer service policies and procedures. Designed and maintained all customer service forms. Coordinated inventory status, packaging, and timing of shipments. Coordinated and established new SKU system when kit inventory was implemented.