Experience

HSI Hanes Supply Inc.

• United States
• Business Supplies & Equipment
• 1 - 100 Employee

• Customer Service Web Sales Coordinator

  • Mar 2021 - Present

  Provide front-line customer service, mainly through www.hanessupply.com website. Drive more business to Hanes Supply by communicating with customers on advantages of using website for reference information on various products manufactured and/or sold by HSI. Builds customer loyalty by responding to all forms of requests whether by email, webchat or phone. Reviews and approves orders received via website, monitor orders so that customers can be notified of any changes in order status. Work with Sales Management & CRM software to track leads that come from online interaction. Show less



Columbus McKinnon

• United States
• Machinery Manufacturing
• 700 & Above Employee

• Supervisor, Special Applications

  • May 2012 - Apr 2020

  Special Applications Supervisor - Industrial Products Group (2012 - 2020)Led 8-member team of Application Specialists, driving quote responsiveness targets (a Corporate Key Growth KPI) while managing through multiple product line rationalizations and new product launches. Created culture of responsive, consultative, customer advocacy and technical application support that enabled our channel partners, Sales and Customer Service Teams to promote and sell chain hoist and rigging products. Managed quotations issued to US government and maintained Systems for Award Management (SAM’s) registration for all plants in US, maintained registration of products listed on government Qualified Products List (QPL). Competed to win every sales opportunity by analyzing manufacturing cost and margins to determine competitive pricing. Developed knowledge of competitor product offerings and how CMCO products compare in features and pricing. Resolved customer complaints; hired, trained and evaluated team members.• Increased quote hit rate from 9% to 15%.• Decreased quote turnaround time from 1.7 days to .51 days.• Worked with Sales team to win $7 million order for Prudhoe Bay oil platform project.• Worked with Sales team to win $1.5 million order from Vermeer Corporation. Show less

• Customer Service Representative

  • Apr 2010 - May 2012

  Processed orders, returns and pricing requests received via phone, email, and fax. Provided information to customers and CMCO Sales Reps on order status, credit status, inventory levels and product information. Assisted customers and end users with troubleshooting defective equipment. Assigned email requests received from customers to other customer service representatives.• Received and/or made an average of 50 calls per day to customers or sales reps.• Effectively responded to 25-30 email per day received from customers or sales reps.• Trained and mentored 8-10 new customer service representatives on CMCO systems and policies. Show less



Midmark Corporation

• United States
• Medical Equipment Manufacturing
• 700 & Above Employee

• Technical Service Team Leader

  • Jul 2002 - Aug 2009

  Technical Service Team Leader (2002 - 2009) Led 3-member Technical Service Team driving process improvements for new call and complaint tracking procedures. Provided continuous training for Technical Service Team, Customer Service and Sales Teams for installation, maintenance, troubleshooting products and changes to warranty policies. • Developed call, email and customer complaint metrics and reported trends to Management. • Directed team through call volume increase from 800 calls a month to 3000 calls a month. • Led team through increase in email requests from 300 email to 700 per month. • Led product line and operating system change in the department. Show less