Experience

Weiler Abrasives Group

• United States
• Manufacturing
• 100 - 200 Employee

• Senior Customer Solutions Specialist

  • May 2018 - Present



Follett Products, LLC

• United States
• Machinery Manufacturing
• 100 - 200 Employee

• Customer Care Process Specialist

  • 2010 - May 2018

  CUSTOMER CARE PROCESS SPECIALISTPromoted within organization for process and procedural knowledge Provide key business reports that are accurate, reliable and timely Manage coverage of contractors within customer care team Identify process enhancement initiatives. Develop and implement processes that ensure team members acquire full understanding of existing policies and policy changes through coaching and trainingSENIOR CUSTOMER SERVICE REPRESENTATIVE/TRAINING SPECIALIST/HEALTHCARE TEAM LEADPromoted within organization to training specialist and again to HC Team Lead for outstanding Follett product knowledge and systems expertise Developed and implemented new employee training program for both Healthcare and Food Service Worked with product marketing managers to develop staged training for new employees Trained 18 new customer service temps/reps Effectively communicate with and support sales, marketing and administrative teams Investigate and resolve customer inquiries and complaints Traveled with healthcare sales reps to better understand customer issues and perspective Work closely with accounting department on shipping or invoicing problems Develop and process daily team schedule Issue all Follett Return Material AuthorizationsPARTS SPECIALIST (Temp) Processed parts orders via appropriate communication channels Provided support to service agents and dealers to retrieve specific parts and accessories Encouraged customers to utilize services such as ordering parts online, querying services agents and literature