Experience

• 

  Hedley Hydraulics Limited

  • United Kingdom
  • Industrial Machinery Manufacturing
  • 1 - 100 Employee

  • Sales Coordinator

    • Apr 2023 - Present

  • Sales Coordinator

    • Apr 2023 - Present

• 

  Sirdar Holdings Ltd

  • Wakefield, United Kingdom

  • Customer Service Representative

    • Mar 2018 - Present
    • Wakefield, United Kingdom

• 

  Mitre Sports International

  • United Kingdom
  • Spectator Sports
  • 1 - 100 Employee

  • Quality Technician

    • Jun 2015 - Present

    Purpose: Detailed delivery of robust QA process, leading the full returns process. Reducing faulty returns and products from both vendors and customers.• Setting clear QA standards for all vendors• Compile and update standard manuals for all vendors• Manage QC process in Distribution Centre, ensuring they have clear standards for reference, recommending improvements• Understanding of industry test methods and able to implement• Create and analyse detailed reports to identify trends and target route cause • Ensure brand stakeholders are aware of trending issues and any commercial impact• Implement route cause solutions with actions to vendors to resolve repeat issues• Deal with queries quickly and efficiently• Manage returns process, ensuring clear roles and responsibilities

  • Customer Operations Exec

    • Jun 2009 - Jun 2016

    Purpose: Provide best in class customer service to sports retailers and consumers• Deal with multichannel customer queries. Resolution of all issues arising; returns, credits, payment, product care and recommendations or technical information and general enquiries, providing clear communication between all parties to ensure issues are resolved in an accurate and timely manner• Understand and achieve Individual & Business Key Performance Indicators (KPIs) set out in company goals and personal PDRs. Have an understanding and support the focus of improving overall Customer Operations.• Monthly stock reports for availability and catalogue cleanse.• Own and manage all aspects of the account including order placing, stock reservations, reporting and query resolution• Weekly review of outstanding issues and ledger debit values • Tracking query resolutions to ensure an efficient process is maintained.• Working closely with demand planning to facilitate stock movements and adjusted forecasting• Engagement of cross function teams to collaborate, highlight potential problems and implement positive process change• Challenge and develop resolutions to reduce account charges - Managing Amazon°Orders°Disputes°Updating product lines°Charge backs°POD's°Implementation of EDI project & Testing.