Suzanne Schmitz Email & Phone Number

Alsip, Illinois, United States

• Manages and leads a team of 5 customer service representatives across 5 manufacturing facilities across North America. Focus on and continue to achieve significant improvements in customer satisfaction and operational.
• Implemented effective training programs for the customer service team, resulting in enhanced productknowledge and service delivery.
• Plays a key role in streamlining communication channels between the customer service department and other relevant teams, improving response times and issue resolution. Schedule Adherence Process.
• Developed and implemented customer service policies and procedures to ensure consistency andefficiency in service delivery.
• Provides oversight and direction for escalated customer issues, demonstrating strong problem-solving and conflict resolution skills.
• Monitors and analyzes customer satisfaction metrics, identifying trends and implementing strategies to address areas of improvement. Delivery Status Tracker.

Alsip

• Co-leads Account Manager for a portfolio of a key customer accounts, partnering to build and maintain strong relationships to ensure their satisfaction, growth for both organizations and meet or exceed sales targets by.
• Nurtures and expands relationships with key stakeholders within customer organizations, including operations managers, quality and executives, to strengthen partnerships and drive customer loyalty.
• Provides accurate sales forecasts and regular reports on key performance metrics, sales activities, andaccount progress to various leadership teams across the organization.
• Collaborates with internal teams, such as customer service, production, logistics, and supply chain to ensure seamless order fulfillment, resolve customer issues, and optimize customer satisfaction.
• Conducts regular account reviews to assess customer satisfaction, address concerns, and identifyopportunities for improvement.
• Supports regular quarterly meetings with key customer to maintain a world class SRM scorecard.

Alsip, Illinois, United States

• Frontline lead for critical customer interactions, addressing inquiries, resolving issues, and ensuring overall satisfaction for internal and external customers. Assist account managers by gathering relevant.
• Performed regular assessments regarding customer complaints and provided suggestions to improvecustomer satisfaction and retention.
• Collaborated with cross-functional teams, including sales and logistics, to address customer concerns,provide timely updates, and facilitate solutions.
• Managed customer complaints with a focus on resolution and customer retention, turning negativeexperiences into positive ones. Reduced customer complaints by >10%.
• Identified opportunities for upselling and cross-selling, contributing to revenue growth. Increases sales through bi-weekly customer reviews.
• Monitored and managed order processing, tracking, and status updates to ensure customer requirements and organizational goals were met.