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Heather Brunell Pancoast profile image

Heather Brunell Pancoast

Director, LCM at Pacific Packaging Machinery
Intro Book
Operations and customer service professional with 11+ years of experience in managing teams and driving customer satisfaction.
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Location
Buena Park, California, United States, US
Languages
  • English -
Skills
  • Customer Satisfaction
  • Leadership
  • Operations Management
  • Team Leadership
  • Inventory Management
  • Show all
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Bio

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Heather Brunell Pancoast is a seasoned operations and customer service professional with 11+ years of experience in managing teams, leading operations, and driving customer satisfaction. She has expertise in supply chain management, inventory management, and manufacturing. With a strong educational background in General Studies, Heather has developed a broad skill set in leadership, team building, and customer relations. She has held various roles in customer service, sales, and operations management, including Director, Aftermarket Sales Manager, Customer Service Manager, and Operations Manager.

Experience

  • Pacific Packaging Machinery
    • Corona, California, United States
    • Director, LCM
      • May 2022 - Mar 2023
      • Corona, California, United States

  • FILTEC
    • Aftermarket Sales Manager
      • Feb 2020 - May 2022

  • Advanced Charging Technologies
    • La Mirada, CA
    • Customer Service Manager
      • Jul 2018 - Feb 2020
      • La Mirada, CA

  • filtec / Industrial Dynamics Company
    • WWBP Customer Service/Field Service Manager
      • Nov 2011 - Jul 2018

      • Responsible for daily operations of domestic and international machine and spare parts orders, warranty claims, repairs and US Field Service. • Manage four Customer Service/Sales Support Representatives, six Field Service Representatives and one Travel Coordinator. Hire, conduct performance reviews, discipline, coach, mentor, and assist employees in their assigned job duties.• Run daily production meeting with key department supervisors and managers to ensure on-time delivery of machine orders.• Monitor daily backlog report and follow up with Production on past due spare part and repair orders.• Write, implement, train and enforce processes across multiple company departments, including subsidiary offices in Hong Kong, Philippines, Mexico, South Africa, Brazil, Germany and Australia.• Ensure customer satisfaction through KPIs, including; ability to meet customer’s requested ship date, timely order acknowledgment and on time delivery. Create various reports, charts and graphs to present results.• Provide support to distributors in Saudi Arabia, Thailand, Canada, Columbia, South America and India.• Observe monthly sales, warranty requests and repair orders and report possible quality issues to Failure Trend Team.• Administer company Travel Policy and handle travel bookings and accommodations for all sales and service personnel or any others requiring travel services.

  • Transpacific Manufacturing
    • Operations Manager
      • Dec 2009 - Mar 2011

      Oversee dailly operations of Customer Service, Purchasing, Manufacturing, Warehouse, Shipping and Receiving.

  • MAG Engineering and Manufacturing
    • Customer Service Manager
      • Aug 2006 - Dec 2009

      Implemented and maintained procedures within the Customer Service department resulting in higher customer satisfaction.

  • AMAG Technology
    • Customer Service Supervisor
      • Jan 2005 - Aug 2006

      Supervised and assisted Customer Service Representitives, Purchasing Clerk and Receptionist. Supported sales staff.Account Manager for key accounts.

  • GE Security / Infographic Systems
    • Customer Service Supervisor
      • Sep 2000 - Jan 2005

      Supervised and assisted Customer Service Representitives and Receptionist. Supported sales staff.Account Manager for key accounts.

Education

  • Hamilton High School
    High School Diploma, General Studies
  • University High School

Suggested Services

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Industry Focus. “Operations Management”

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