Heather Elliott

Customer Service Manager at Rock West Composites
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Contact Information
us****@****om
(386) 825-5501
Location
West Jordan, Utah, United States, US

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Credentials

  • Customer Service: Serving Customers Through Chat and Text
    LinkedIn
    Nov, 2022
    - Nov, 2024
  • Managing a Customer Service Team
    LinkedIn
    Nov, 2022
    - Nov, 2024
  • The 10 Pillars of Customer Experience
    LinkedIn
    Nov, 2022
    - Nov, 2024
  • Jodi Glickman on Pitching Yourself
    LinkedIn
    Oct, 2022
    - Nov, 2024

Experience

  • Rock West Composites
    • United States
    • Aviation and Aerospace Component Manufacturing
    • 1 - 100 Employee
    • Customer Service Manager
      • Aug 2018 - Present

      • Managing a customer service department of 2-3 professionals. My position required bothhands on order entry responsibilities, as well as the management of the customer servicedepartment.• Implementing reports, measurements and efficiencies in the enter order cycle.• Interfaced with Quality, Operations, Sales and Management.• Past track record of maintaining positive customer relationships, developing departmentefficiencies, and developing ongoing product to continuously improve systems.• Coordinate resolution of quality, pricing and invoicing issues and associated internalcorrective actions.• Review purchase orders and process subsequent sales order to ensure sales orders arecomplete and accurate.• Communicate regularly with sales and manufacturing on quotes, orders, deliver andcustomer issues.• Interface with production and shipping schedules to meet customer’s needs.• Understand and proactively provide accurate and timely information to customersregarding their orders, schedule changes, purchase order changes, shipping information,backlog and any additional needs. Administer complex purchase orders/ contractsaccording to terms and conditions, including change management and inventorymanagement strategies.• Comply with polices, procedures, and performance standards.• Create and process Return Authorizations (RA’s).• Website updates

  • Reynolds Cycling
    • Warranty/ Worldwide Technical Support Manager/ Customer Service Manager
      • Sep 2010 - Jul 2018

      • Develop customer, dealer, and distributor education resources to better serve our customers and reduce incoming service traffic to our service staff. • Manage and resolve all inbound service inquiries. This ranges from simple questions to technical wheel issues that require service on the product. • I manage the repair process of wheels being sent back to our facility. We have anywhere from 50 to 100 wheels in the repair process at any time. I account for about 100% of those repairs coming in from users, distributors, and manufacturers world-wide • Act as voice of customer internally, improving process across all functions of the company based on customer feedback, including engineering, sales, product development, and upper management. • Provide the forecasts and monitor all service inventory ensuring that we have repair parts for all supported wheels that might need service.

    • Wheel builder
      • Sep 2009 - Sep 2010

      • Production hand building of carbon wheels• Hand finishing of wheels to our specifications• Keeping the workplace, clean, tidy and safe• Work efficiently within a set time frame• Communicating with team members to ensure smooth running of production line• Install decals on wheels • Box and label wheels

  • Performance Bike Parts
    • Business Owner
      • Jan 2003 - Jan 2014

      I ran a mobile on site sales and service repair shop for onsite BMX races. The goal was to make sure every rider that needed an onsite fix on their bike for racing could be taken care of. I ran a mobile on site sales and service repair shop for onsite BMX races. The goal was to make sure every rider that needed an onsite fix on their bike for racing could be taken care of.

  • Staats Bicycles
    • Office Manager
      • Mar 2003 - Jul 2008

      • Responsible for managing office services by ensuring office operations and procedures are organized, correspondences are controlled, filling systems are designed, supply requisitions and approved and that clerical functions are properly assigned and monitored. • Performed bike assembly • Organized and schedule meetings and appointments • Purchasing• Monitored inventory and forecasting of product • Billing- AP/ AR• Invoicing • Shipping, receiving, packaging • Phone operations

Education

  • Taylorsville High School
    -

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