Experience

Pelco Products, Inc.

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

• Director of Product and Customer Success

  • Sep 2023 - Present

  Edmond, Oklahoma, United States

• Customer Service Manager

  • Jun 2013 - Present

  Edmond, OK -Manager of customer service department that supports the business through order entry, quotations, material cert requests, Return Merchandise Authorization (RMA) process and pricing implementation -Currently serve as a member of the company's Leadership team where we create and implement strategies to help reach company goals -Sales Management - responsible for technical sales, sales coordinators, and customer service representatives who also support regional sales managers in the… Show more -Manager of customer service department that supports the business through order entry, quotations, material cert requests, Return Merchandise Authorization (RMA) process and pricing implementation -Currently serve as a member of the company's Leadership team where we create and implement strategies to help reach company goals -Sales Management - responsible for technical sales, sales coordinators, and customer service representatives who also support regional sales managers in the field -Manage the department's standard operating procedures to comply with ISO 9001/2015 guidelines -Analyze staffing needs based on overall company goals and objectives -Conduct quarterly department meetings/luncheons for the purpose of communication -Ensure swift resolutions of elevated customer issues -Represent sales and service in daily production meetings -Present the company's role in both Traffic and Utility industries incorporating Power Point to all new hires during employee orientation -Helped implement the process to track root cause and resolution of customer issues and complaints -Develop and implement annual business plan to achieve goals and company areas of focus -Strategically analyze pricing and margins for maximum profitability -Oversite of company, products and sales data for over 400+ customer accounts -Travel for numerous roles including trade shows, customer visits, training, relationship development -Advise on Material Review Board as needed to review returned or rejected materials to determine; use, sell or scrap

• Customer Service Manager / Special Projects

  • Jun 2013 - Jul 2019

  Edmond, OK -Developed the company's first customer service training manual -Identified the need for product/catalog education as well as facilitate continuous training classes with the department enhancing employee performance to better serve the customers experience -Created and implemented a CSI Program (Customer Service Initiatives); a program where individuals in the department each play a role in identifying, problem solving, and completing internal projects in an effort to bring efficiencies… Show more -Developed the company's first customer service training manual -Identified the need for product/catalog education as well as facilitate continuous training classes with the department enhancing employee performance to better serve the customers experience -Created and implemented a CSI Program (Customer Service Initiatives); a program where individuals in the department each play a role in identifying, problem solving, and completing internal projects in an effort to bring efficiencies and organization to the department -Attend and advise New Product development, product alterations and obsoletion discussions -Assisted on an acquisition team for a company (competitor) acquisition by learning, organizing and integrating the new product line, new pricing, new customers as well as training staff and customers accordingly -Advised on a "pole packaging" committee to help determine the best way to ship poles and prevent damage or missing poles which were a continuous problem utilizing a Fishbone diagram format, decreasing complaints by over 40% from previous years -Served on quarterly Excess/Obsolete Inventory committee to determine outcome of specific products; use, sell or scrap. If the plan was to sell, I organized information so that regional sales managers could sell considering costs, history and reason

• Customer Service / Sales Coordinator

  • Jul 1994 - 2013

  Edmond, OK -Promoted to a newly created position within the company of Sales Coordinator (2007) -Supervised order entry process; pricing and preparing customer orders and the order entry process -Determined customer pricing based on costs and market intel -Issue return merchandise authorizations as needed and Credit Memos bi-weekly -Processed formal quotes / bids -Answered general inquiries such as order status, lead times, general order and product information -Support customer service… Show more -Promoted to a newly created position within the company of Sales Coordinator (2007) -Supervised order entry process; pricing and preparing customer orders and the order entry process -Determined customer pricing based on costs and market intel -Issue return merchandise authorizations as needed and Credit Memos bi-weekly -Processed formal quotes / bids -Answered general inquiries such as order status, lead times, general order and product information -Support customer service manager and sales team -Maintained customer contact management system -Travel to trade shows and customer visits as needed -Prepared and provide ad-hoc reports as requested -Organized end of year files -Answered phones, invoiced customers, other administrstive duties (from 1994-2001)

• Training:

  • 1999 - Jul 1999

  Edmond, OK The Managerial Moment of Truth - Crucial Conversations (2017) PPS Practical Problem Solving (2016) Pelco Lean Enterprise (2016) Women's Leadership Summit: Management & Leadership Skills for Women (2015) ISO 9001 - Understanding the Process (2015) Give 'em a Pickle : Customer service training course (2014) Leadership Development Academy (2013) Member of IMSA (International Municipal Signal Association) since 2006