As a Customer Service Manager I'm responsible for the AmesburyTruth Customer Service Teams within their designated Amesbury Truth location and reports to the Strategic Account Director. Key elements
include ensuring that team acts within the roles and responsibilities in execution of the order entry process and customer satisfaction. This includes but is not limited to facilitating customer issues and
aiding in continuous improvement activities. Required to report on individual plant performance related to customer satisfaction (shipping performance, open order and shipping status, complaints, credits and returns), conducts performance reviews, manages the customer service reps and supports strategic projects as assigned. Responsible for team development, retention, hiring and firing.
As a Customer Service Strategic Account Lead (CSSAL) I was responsible for monitoring and supporting strategic accounts, facilitates the role of Transition Specialist on key projects and supports the Customer Service Teams in escalation and resolution of customer issues. Providing excellence in customer service while supporting and aiding in continuous improvement activities for the customer service teams. In addition, collaborating with the Strategic Account Directors, Territory Sales Managers and Regional Sales Directors on strategic accounts.
As a Team Lead I assist in effectively driving the Customer Service function to achieve specified levels of service including call/email coverage, accurate order entry and effective intradepartmental communication. In addition, I also work to develop processes in Customer Service to drive cost-effective improvements focused
on enhancing the customer experience. Responsibilities include developing and maintaining positive relationships with customers by processing claims, entering purchase orders, and managing orders through production and shipment.
As a Customer Service Representative I was responsible for representing AmesburyTruth when working with customers and the sales team. The primary objective is to provide quality service and communication in a manner that will promote optimum satisfaction and service through professional and accurate handling of customer needs.
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