Customer Support Manager

Posted on: 2010-06-23

Experience

2007-2009
   Aerzen USA
   Coatesville, PA

Customer Support Manager
* Developed financially viable programs to meet customer satisfaction targets and increase sales by 8% over 2008 and 2.5% thereafter, to reach strategic goal of $10m by 2015.
* Created quarterly promotional programs to increase sales; managed department budget to contain cost, and achieved a 34% warranty claim reduction of 2008 revenue and reduced warranty volume by 15%.
* Managed and monitored the performance of 9 distributors to ensure revenue growth and for the hiring, performance management, coaching/ training of 8 staff members.
* Reorganized after sales service organizations to retain only strategically aligned partners and created incentive programs to increase after sales activities at each partner location.

2006-2007 
3SI Security 
Exton, PA

Customer Service Manager
* Managed 9 CSR’s and customer related service personnel to assure business needs were met, provided statistical feedback and improved response time on robbery alerts and overall performance.
* Maintained institutional incentive programs for 5 key accounts and managed monthly and quarterly customer inventory reports for all customer accounts.
* Drove continuous process improvements that ensured event-free robbery alerts by having a 2 person approach during robbery alerts.

2005-2006 
Omega Flex, Inc 
Exton, PA

Customer Service Manager
* Restructured customer service department to effectively manage daily workflow of in-house sales orders volumes and sales orders for multiple locations; reviewed inventory levels at outside warehouses for proper distribution of orders.
* Implemented an innovative “inside” sales initiative to maximize sales via product positioning during customer calls.
* Developed and implemented customer service policies and procedures and established a structured training curriculum for the department.

2001-2005
  Cargill Meat Solutions
  Media, PA

Office Manager
* Managed daily functions of facility, purchased capital equipment and office supplies.
* Served as HR liaison for PA staff.
* Coordinated sales office move and assisted in the design and negotiations of 3,000 sq ft. facility.
* Coordinated recall efforts with USDA.