Susan Boekhoff
eCommerce Operations & Customer Care Manager at CardieX Limited- Claim this Profile
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Bio
Adam Roozen
Susie is a fantastic teammate and leader. Her passion, attention to detail, and her ever-present charisma provide significant value to her personal contributions, and lift the morale and workmanship of those around her. She's an incredible person, and an invaluable asset, to any team.
Adam Roozen
Susie is a fantastic teammate and leader. Her passion, attention to detail, and her ever-present charisma provide significant value to her personal contributions, and lift the morale and workmanship of those around her. She's an incredible person, and an invaluable asset, to any team.
Adam Roozen
Susie is a fantastic teammate and leader. Her passion, attention to detail, and her ever-present charisma provide significant value to her personal contributions, and lift the morale and workmanship of those around her. She's an incredible person, and an invaluable asset, to any team.
Adam Roozen
Susie is a fantastic teammate and leader. Her passion, attention to detail, and her ever-present charisma provide significant value to her personal contributions, and lift the morale and workmanship of those around her. She's an incredible person, and an invaluable asset, to any team.
Credentials
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GDPR Compliance: Essential Training
LinkedInFeb, 2023- Nov, 2024 -
Customer Service Strategy
LinkedInAug, 2022- Nov, 2024 -
Reduce Stress and Anxiety by Managing Your Nervous System
LinkedInJul, 2022- Nov, 2024 -
Lean/Six Sigma Black Belt
Walmart Stores
Experience
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CardieX
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Australia
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Medical Equipment Manufacturing
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1 - 100 Employee
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eCommerce Operations & Customer Care Manager
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Dec 2021 - Present
• Responsible for developing customer service protocols to manage the overall online customer service experience through the company’s e-commerce channel(s). • Build call center, online, and other customer communication channels. • Manage communications with 3PL and Asia-based contract manufacturers to ensure seamless digital fulfillment process. • Negotiate with contract manufacturers on build scheduling based on demand forecast. • Source & work with 3PL to address any product delivery and product return issues. • Audit 3PL and contract manufacturers on an as-needed basis. Show less
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Cooks Venture
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United States
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Food and Beverage Services
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1 - 100 Employee
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eCommerce Operations and Customer Experience Manager
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Jul 2020 - Dec 2021
• Directly managed all activities pertaining to shipping, receiving, storage, and transportation of Cooks Venture eCommerce products. • Built processes to pick, pack, and ship boxes directly to customers across the USA. • Worked with the CFO to set budgets and performance targets and ensured that targets are achieved by building accountability and measurement systems. • Reported on KPIs to CEO and other leaders during weekly meetings. • Drove cost savings via effective people management, process standardization and rate negotiations with selected logistics partners. • Regularly reviewed and modied eCommerce operations based on sales projections, production status, and staffing levels. • Managed all pertinent federal, state, and local regulations and permits as they relate to eCommerce activities. • Ensure compliance with all DOT safety and storage regulations, OSHA requirements, and USDA food safety guidelines. • Built the eCommerce Operations team and ensured that the team was properly organized, staffed, skilled, and directed. Show less
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Walmart
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United States
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Retail
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700 & Above Employee
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Operations Manager
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Sep 2012 - Jun 2020
• P&L ownership and financial accountability for Customer Service. • Identified and led initiatives for Walmart.com Operations to completion. • Drove compliance of internal / external business partners (including, Customer Service Team, Vendors, Transportation, Facility, and Merchants) to address the root cause of customer order adjustments. • Found and implemented solutions to issues that cause returns, replacements and customer service adjustments. • Built business partnerships with cross-functional teams for support and goal alignment. Show less
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SamsClub.com
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Bentonville, AR
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Manager, Call Center Operations
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Jun 2007 - Nov 2012
• Established historical reporting procedures for tracking key performance indicators for outsourced call center partners. • Managed relationship with outsourced Call Center partners to meet financial plan. • Targeted call center agent quality improvement as part of Six Sigma training with results of a 33% improvement in quality. • Named SamsClub.com Manager of the Year 2010. • Established historical reporting procedures for tracking key performance indicators for outsourced call center partners. • Managed relationship with outsourced Call Center partners to meet financial plan. • Targeted call center agent quality improvement as part of Six Sigma training with results of a 33% improvement in quality. • Named SamsClub.com Manager of the Year 2010.
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T-Mobile
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United States
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Telecommunications
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700 & Above Employee
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Resource Planning Manager
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2000 - 2007
• Performed contact center volume forecasting and staffing initiatives to achieve service level objectives and employee satisfaction rates in a 1000 seat call center through capacity planning, forecasting and scheduling • Hired, trained and supported Workforce Management team in all functions of workforce management including forecasting, staffing and real time call center management • Collaborated with the Call Center leadership team to communicate scheduling challenges and mitigate situations that adversely affect the ability meet expected targets. Show less
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Education
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1995 - 1999
Wichita State University
Bachelor's degree, Business Administration -
2007 - 2007
NWACC
Marketing Analyst Program
Community
