Experience

ITW Hartness

• United States
• Machinery Manufacturing
• 100 - 200 Employee

• Service Support Manager

  • 2017 - - aujourd’hui

  - Spearheaded customer service initiative, HartnessCARE, which promoted proactive maintenance offerings with 15 plans totaling $450K- Engage customers in 100+ VOC (Voice of Customer) programs to understand market opportunity analysis, strategic design, and marketing strategies associated with each customer. Report information to respected departments and provided solutions with <95% customer satisfaction- Lead team of 10 individuals in auditing current procedures and acted as main liaison between organization and contractor resulting in ERP processes in 12 competency areas such as accounting, procurement, project management and compliance- Acted as project manager for two product lines including our international affiliate to ensure end to end customer satisfaction from installs to on-site commissioning of over 20 machines in first year- Responsible for forecasting goals and either met or exceeded goals over the last 3 years resulting in $20+m: $6.8m (2019) $6.9m (2020) $7m (2021)- Coordinated with 30+ technicians that executed 3000+ service trips to meet annual revenue goals

• Customer Service Specialist for High Profile Accounts

  • mai 2013 - mars 2017

  - Investigated orders and conducted data analysis that resulted in over $63K in savings of customer returns and chargebacks- Managed classification codes for parts, credit rebuilds, HTSF (Harmonized Tariff Schedule), order processing, quotes, return authorizations, shipping (domestic and international) for top customers grossing $25m - Oversaw team of 8 providing personal and professional development, strategic direction, support