Justin Florman
Customer Service/Order Processing Manager at Rhino-Rack- Claim this Profile
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Topline Score
Bio
Credentials
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ISO 14001
SAI Global AssuranceOct, 2021- Nov, 2024 -
ISO 9001
SAI Global AssuranceOct, 2021- Nov, 2024 -
HIPAA Certification
HIPAA Certification -
Insurance Agent, Property & Casualty
Camping World
Experience
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Rhino-Rack
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Australia
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Motor Vehicle Manufacturing
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1 - 100 Employee
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Customer Service/Order Processing Manager
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Nov 2020 - Present
RHINO RACK USA, Aurora, CO Customer Service & Order Processing Manager 2020 - Present • Oversee the day-to-day operations, including managing Customer Service and Order Processing agents and all functions required for the Customer Service/Order Processing Department to facilitate processing distributor orders, answering cases, technical application questions, complaints, escalations, and customer resolution. • Coach, mentor, and schedule the team, ensuring daily productivity compliance for the team’s day to day volume for cases, orders, and customer complaints. • Implementation of SOPs, training documents, and productivity reporting. Continually improve processes in place to increase team efficiency. • Owned the task of cleaning up our backorders successfully. • Set and maintain a high standard of proficiency in Customer Service tasks and duties. • Monitor and drive KPIs that ensure the quality of service and overall customer engagement. • Observe, analyze, report, and communicate to the National Sales Manager on issues and trends with supporting data, suggestions for improvement. • Management of our integrated management system (IMS) to ensure documents and policies are consistent and up to date. • Lead on reporting NCRs to our quality control team in Australia, track issues, trends, and report solutions, root cause of NCRs back to our USA team. • Oversee our EDI transition with our Sales team, Order Processing team, and IT department to ensure a smooth transition for our top distributors. • Set up B2B accounts for our sales team. • ISO 9001 & ISO 14001 Management NetSuite, 3CX, HubSpot, Netstock, Salesforce Show less
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Camping World
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United States
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Retail
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700 & Above Employee
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Operations Manager
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2017 - Nov 2020
• GOOD SAM ROADSIDE ASSISTANCE, Englewood, CO 2017 - 2020 Operations Manager • Oversee the day-to-day operations, including managing coordinators and all functions required for the RA Member Relations Department to facilitate processing, claims, complaints, escalations, and customer resolution. • Coach, mentor, and schedule the team, ensuring daily productivity compliance for the RA team for claims, action Items, and customer complaints. • Maintain open lines of communication with RA Department team members, other departments, Customer Service, the Dispatch, Tire Warranty, and Tire Program providers to resolve dispatch-related RA member issues and escalations. • Support the resolution of escalated complaints, dispatch issues, and claims, including BBB complaints, on a real-time basis to ensure resolution. • Work in collaboration with the RA Team, customer service representatives, and management to resolve issues related to member claims, Dispatch issues, and concerns via the Help Desk phone, email, and in-person. • Observe, analyze, report, and communicate Operations claims issues and trends to the RA Director to obtain suggestions for improvement. • Proactively monitor Call Center and Dispatch Provider representative to ensure both quality and customer satisfaction. • Managed the RA Cancellation program list processing, including data compilation, form letter generation, mail merge, copying, and archiving, and customer lookups. • Coordinate the ordering of supplies and project managed internal system bugs, updates, and new applications in a manner that ensures timely completion. • Serve as a liaison between all business unit leaders to address issues on the projects and provide information to the technical department. Show less
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Claims & Customer Service Specialist
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2010 - 2017
• Assumed responsibility for the Review Board, a goodwill program offered to members for unsatisfactory/denied claims and customer service issues. • Worked in collaboration with the claims office to gather information on the claim in question to present to the Review Board Committee each week.• Reviewed between 700 – 850 claims through the Review Board Program on an annual basis. • Created detailed processes to track claims filed, money spent out of the goodwill fund, trends to updated terms and conditions, and adds new coverage options for members.• Handled BBB complaints, Insurance Commissioner complaints, lawyer letters, Highways Magazine correspondence, and all social media complaints. • Served as an ambassador for Good Sam, working to improve the relationship between the claims office and the customer service/sales team and as the point-of-contact for all internal issues.• Placed calls when issues were reported to meet with agents and managers on coaching. • Maintained open lines of communication with all teams regarding changes to the program and provided refreshers to ensure the teams were all on the same page. • Sent out goodwill and denial letters to members that submitted an appeal of their claim and handled escalation phone calls pertaining to the Review Board decision or any claim issues to support managers and agents. • Supported QA and UAT testing, reporting bugs, tracking issues, and assisting with the layout and functionality of the new system. Notable achievements while in the position included:- Promote to head-up the Review Board Program as a Claims & Customer Service Specialist. - Implemented change to the review board that transitioned it to a fully functioning program recognized as a beneficial resource for members. - Offered the opportunity to become a licensed insurance agent, currently licensed for property/casualty and surplus lines. Show less
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Operations/Admin Team Member
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2009 - 2010
• Responsible for daily reporting and reconciliation, entering daily check deposits, and processing refunds and chargebacks. • Provided wide-ranging assistance with both customer service and sales team requests, entered policy adjustments, and accepted policy amendments.• Completed both monthly reconciliations and customer service requests and managed sales force complaints/requests and chat issues or requests. • Delivered support with call volumes as needed and provided training to members and agents as needed to drive increases in performance.Notable achievements while in the position included:- Promoted to the Extended Service Plan Admin/Operations department based on performance in the most recent position. Show less
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Customer Service Agent/Acting CSR 2
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2009 - 2009
• Delivered exceptional levels of service by ensuring member satisfaction and loyalty and through building relationships and support. • Utilized strong outbound telecommunication skills to collect past due amounts on overdue policies.• Worked to resolve membership, supervisor escalation, and product-related complaints in a timely, professional manner to maintain the customer's level of satisfaction.• Performed follow-up with the Claims and Review Board decision and handled policy corrections, transfer requests, and dealer quotes. Show less
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Time Warner Cable
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Telecommunications
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700 & Above Employee
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Customer Service Q/A Specialist
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2008 - 2009
• Added valued input while participating in the design of highly effective call monitoring formats and quality standards.• Performed call monitoring and scoring of agent calls, providing trend data to the management team to drive improvement.• Coordinated and facilitated call calibration sessions for call center staff and provided regular face-to-face feedback to agents and the supervisory team. • Worked to identify employee strengths and development needs and customer needs and expectations. Show less
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Customer Care/Sales Representative/Active Lead
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2006 - 2008
• Trained new employees to drive increases in both individual and team performance and correctly evaluated employees to identify areas of improvement. • Coordinated the resolution of trouble tickets with the local market and dispatch, designed method and procedure documents, and input services orders into the CSG billing system.• Delivered an exceptional level of service while handling a high volume of calls with a focus on one-call resolution from various markets and taking and resolving supervisor escalated calls.• Maintained high levels of productivity while adhering to service level and telephone availability standards. • Implemented a focus on identifying customer needs to provide the appropriate service based on those needs. Show less
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