Stephen Murphy Email & Phone Number

Toronto, On, Ca

• Developed and implemented customer success program and metrics to ensure customer satisfaction. • Assigned Customer Success Coordinators to key customer’s portfolio’s and efficiently coached them on how to build strong and lasting customers relationships while meeting sales objectives. • Managed first-level technical support of all commercial platforms and websites while effectively collaborating with IT teams. Managed customer issue resolution on first contact to ensure quality customer service. • Excellent ability to manage end to end processes for various products types to ensure fast and effective delivery to customers.• Maximized the customer learning experience via the end to end process for both online and in-class training.• Developed and maintained a customer success program for a key customers that focused on fostering key relationships while maximizes internal KPI’s and health scores (Net Promotor Scores)• Ensured product set up and maintenance in online store and delivery platforms • Hired, managed, trained and provided clear performance expectations and objectives to the team. Establishes development plans and fosters continuous learning culture. Conducted performance evaluations, provides feedback, and coaches/mentors staff.

• Hires, trains and develops Standards Inside Sales Reps to ensure departmental objectives and targets are met. Evaluates staff performance and initiates disciplinary action as required. Determines training and developmental needs of staff. Enabler for strong communication, regular product knowledge and corporate goals and vision. • Monitors, analyses and reports the results to various levels of the organization on a regular basis throughout the year.• Interacts with Corporate IT to ensure the ERP solution meets the business needs of the Sales Department. Makes recommendations to improve processes and follows up to ensure the goals are met•Effective Collaboration with cross functional teams. Proactively work with key stakeholders in other functional groups to execute current deliverables and articulate a strategic vision for the future. Monitors Publication KPI’s (Key Performance Indicators)• Participates on administrative and procedural committees to offer input and to contribute to Corporate and/or Divisional objectives. Participates in and leads special projects as required.• Interpret and draw conclusions from financial information, and be able to build on a thorough working knowledge of Materials Management principles and inventory control industry standards.

Brampton

• Effectively manage a team of 25 - 40 Inside Sales Representatives (seasonal fluctuations)• Encourage direct reports to exceed customer expectations and promote ongoing teamwork• Foster a culture of open dialogue, collaboration and knowledge sharing through regular team meetings• Develop programs aimed at motivating ISR’s to meet and exceed sales targets• Ensure all team members have current selling tools available to them and work to develop better and more efficient ones to support both MOGE and NPS targets• Define system gaps and collaborate with the Technical Support team to foster solutions• Support the sales teams by acting as the primary contact for all non-commercial issues• Collaborate with Physical Logistics to ensure delivery frequencies are maintained• Maintain inbound telephone service levels of 85% or higher• Contribute to a case fill rate of 98.2%

• Managed a team of 4 Customer Care Representatives and 4 Food Service Representatives • Resolved problems and issues that arose in the daily processing and management of customer transactions (account set up and asset placement)• Managed the deployment and utilization of available manpower to support day-to-day operations and seasonal cycles, within agreed to guidelines and strategy• Reviewed key business metrics and make recommendations for procedural or system changes to support agreed to service levels• Assessed performance gaps and made recommendations on corrective actions or training requirements to ensure the delivery of agreed to service levels.

• Prepared for and participated in testing, including integration and market acceptance testing• Localized end user scripts and end user training materials • Identified local data requirements in line with approved fit/gap changes• Prepared Quick Reference Guides to support the localized GLOBE Solution• Delivered end user training• Coached end users in assigned business areas• Raised and escalated system performance issues as needed

• Effectively managed Western Canada ice cream sales opportunities over the telephone• Maximized sales and profitability through order replenishment, suggestive selling, and weekly promotions• Identified and anticipated customer needs and decisively solved problems by generating new ideas and implementing plans to meet customer requirements• Effectively solved distribution issues as they arose (special deliveries/delivery requests, etc.)

- Consistently exceeded warehouse assembly target- Forklift Operations- Trained new hires successfully on day to day job requirements- Effectively loaded outbound trailers