• Track, process, and resolve any consumer complaints from various inputs (Facebook, Twitter, Email, Phone, U.S. Mail)• Monitor the Quality & Packaging process in the appropriate database for the entire organization to ensure SLAs are being met• Liaise and interact with manufacturing facilities, distribution centers, consumers, and the quality department for complaint resolution• Report weekly on open complaints to identify trends and potential process improvements – Voice of the Consumer• Train local and international employees on the consumer complaint process• Facilitate corrective measures, provide process improvements and identify systems issues to the plants and global customer service

Manage distributor accounts within the American Region. Process customer purchase orders through EDI and SAP within the 24 hour service level agreement. Manage relationships with customers by maintaining an open dialogue and communicating any changes made to their orders, advising shipping information, and resolving customer issues with the appropriate personnel in a timely and professional manner Review orders from distributors, brokers, state alcohol boards, and company personnel. Independently alter orders as necessary according to post-offs, brand registration, pallet and tier quantity, weight limitations, currently active products and product availability to ensure compliance to company policies and via the most economical method Track orders for allocated products within SAP to ensure that allocations are not exceeded. Contact sales department with any discrepancies and update the demand planner to make any necessary forecasting adjustmentsAdministrator for US Customer Service team for CompliantPro software and submit Customer Exception Claims based on SLA turn around for investigation and pursue response if necessary until claim is closed and completed. Monitor and address issues within customer service and provide support to other team members as appropriate and be backup for other territories and responsibilities as assignedQuestion inefficiencies in procedures and work with team to develop process improvementsExhibit leadership skills and act as a role model within the team by monitoring team workload, ensuring team deadlines are met, and acting as an advocate for team members by communicating concerns and opportunities to management Train new hires for US Customer Service department on SAP, CompliantPro, Ecare, and any other applicable departmental policies or proceduresAct as department liaison with Emerge Partners to create, update, and maintain Ecare software used to receive and respond to consumer inquiries received via email.

Accurate order entry, review, and follow through including problem solving in a professional and timely mannerHandled multiple priorities including customer inquiries, order changes, sample orders, product returns, and product shortage resolutionMonitored customer order patterns and initiated customer contact to solicit or adjust orders in accordance with company practices, policies, and management directivesCross trained to provide efficient department coverage Ongoing liaison between sales managers, customers, brokers, distribution centers, and personnel to insure customer satisfaction

Received inbound calls from participants regarding complex issues about health and group benefits, payroll, and pensionTrained new hire employees on health and welfare and proactively created new training materials for pension trainingFacilitated new hire training called PESOC and followed through with coaching of new employees aligned to the teamTroubleshot participant accounts to determine correct issue resolution pathProcessed returned checks as the returned checks processing subject matter expertMaintained and de-escalated participant issues by taking ownership of difficult participant situations.

Processed orders from multiple clients and maintained client relationships through daily communication via phone and EmailLiaised between customer service and other departments (accounting and the warehouse), coordinating manufacturing and distribution for client accountMaintained quality standards based on directives from clients and the companyBilled the appropriate job code to the correct client