Experience

BrassCraft Manufacturing Company

• United States
• Wholesale Building Materials
• 200 - 300 Employee

• Inside Sales Representative

  • Nov 2021 - Present

  Novi, Michigan, United States

• Customer and Sales Support Supervisor

  • Jul 2019 - Nov 2021

  Novi, Michigan, United States Lead a team of nine Sales Coordinators responsible for sales and service for all market channels by continually training, coaching, and holding accountable a diverse work team. Initially one of two Supervisors in the department, was given enhanced role and sole leadership of the team after one year. ● Act as point-person for all customer price increases to confirm data is accurate, input all changes, and execute testing to ensure the interchange of data with the customer’s system is… Show more Lead a team of nine Sales Coordinators responsible for sales and service for all market channels by continually training, coaching, and holding accountable a diverse work team. Initially one of two Supervisors in the department, was given enhanced role and sole leadership of the team after one year. ● Act as point-person for all customer price increases to confirm data is accurate, input all changes, and execute testing to ensure the interchange of data with the customer’s system is correct prior to live date. ● Extract data from accuracy reports to analyze potential issues regarding mis-shipments, RMAs, order errors, and damaged freight and develop effective corrective action plans. ● Create V-Lookups, Pivot Tables, and concatenate data using Excel. ● Create highly-detailed training programs using PowerPoint to personally and remotely present to team members of all levels. ● Maintain ASI-400 order-to-cash system, CommerceHub Vendor Portal for EBiz unit and .com ordering platforms. ● Create procedures and programs to positively enhance the customer sales experience. ● Monitor back-ordered products and proactively collaborate with Regional Sales Managers and National Account Managers to ensure customers are kept abreast of the status of orders. ● Solve challenges quickly and effectively related to order holds, pricing discrepancies, and shipping and inventory issues to mitigate potential losses.

• Customer Acccount Specialist

  • Oct 2015 - Jul 2019

  Novi, MI Provided point-of-contact service for incoming calls from big box retail customers, processed all incoming order-to-cash transactions, supported company sales managers, and trained company employees from multiple departments. ● Exceeded annual company service metrics each year by consistently providing exemplary customer experiences and follow-up. ● Executed in-depth technical product training within the sales staff for Faucet and Toilet Repair Provided support for managers of… Show more Provided point-of-contact service for incoming calls from big box retail customers, processed all incoming order-to-cash transactions, supported company sales managers, and trained company employees from multiple departments. ● Exceeded annual company service metrics each year by consistently providing exemplary customer experiences and follow-up. ● Executed in-depth technical product training within the sales staff for Faucet and Toilet Repair Provided support for managers of all cross-functional departments in Sales, Accounting, Materials, Plant Operations, Logistics, and Traffic. ● Maintained open PO and back-order reports for high-volume accounts. ● Served as liaison between merchant buyers and company sales managers. ● Acted as subject-matter-expert regarding operational knowledge of retail account information, documentation, and procedures. ● Prepared, processed, and followed up with customer RMA requests. ● Provided detailed responses for customer inquiries via the company’s web-based feedback site.

• Customer Service Representative

  • Nov 2012 - Oct 2015

  Novi, MI Customer Account Specialist Wholesale, Retail, OEM and International Sales; responsible for all incoming order to cash transactions. Provide support for all cross-functional departments in Sales, Accounting, Materials, Plant Operations, Logistics and Traffic. Maintain open purchase order and back-order reports for assigned accounts, high volume Big Box Retailers. Operational knowledge of all retail account information and documentation. Provide various detailed reports to sales managers.… Show more Customer Account Specialist Wholesale, Retail, OEM and International Sales; responsible for all incoming order to cash transactions. Provide support for all cross-functional departments in Sales, Accounting, Materials, Plant Operations, Logistics and Traffic. Maintain open purchase order and back-order reports for assigned accounts, high volume Big Box Retailers. Operational knowledge of all retail account information and documentation. Provide various detailed reports to sales managers. Prepare and process RMAs. Liaison between merchant buyers and BMC sales managers. Effectively maintain BMC’s high customer service standards with positive experiences for customer satisfaction. Nominee for Robert N. Zell, Quality Award, 2013 and 2016. Certificate of accuracy at 100% for 2017. High ratings on metric scorecard, including order accuracy of 99.99% along with a two-hour response time consistently. Provide in- depth technical product training within the sales support staff for Faucet and Toilet Repair. Provide detailed responses to Bazaarvoice retail web-based questions, reviews and ratings.



Precise Motion & Control Inc

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

• Customer Service Rep, Inside Sales

  • Oct 2011 - Oct 2012

  Tampa/St. Petersburg, Florida Area Customer Service Representative; responsible for all incoming customer orders, provided consistent key support for clients, engineers and manufactures. Ensured all manufactured items and pricing were accurate on sales orders and purchase orders. Compared engineering quotes to customer orders, cross-referenced manufacturer pricing and coordinated orders between logistics and customers to ensure order delivery deadlines were met. Maintained open sales and purchase order reports, converted… Show more Customer Service Representative; responsible for all incoming customer orders, provided consistent key support for clients, engineers and manufactures. Ensured all manufactured items and pricing were accurate on sales orders and purchase orders. Compared engineering quotes to customer orders, cross-referenced manufacturer pricing and coordinated orders between logistics and customers to ensure order delivery deadlines were met. Maintained open sales and purchase order reports, converted Quick Books sales reports to Excel spreadsheets. Updated POS report daily. Coordinated factory RMA process, monitor repairs, attached technical engineering notes and reports and tracked customer returns. Show less