National Customer Service Manager Resume Example

Business process analyst and change management decision-maker responsible for assisting Supply Chain VP in combining two Supply Chain departments and cultures during joint venture of Hanson Brick and Boral Bricks to include Materials Management, Logistics, Customer Service, and Invoicing.

• Merged, expanded, and improved upon processes and procedures for the daily operations of the combined customer service teams to ensure the performance, productivity, efficiency, and profitability of the department
• Department leader for 22 personnel which included to two customer service manager, four team leaders throughout the Carolinas and Texas
• Teamed with Transportation, Production Scheduling, and Inventory managers in mapping supply chain workflow for business wide systems integration and transitioning more than 100 system users from highly customized Oracle 11i platform to Oracle 12
• Teamed closely with IT department and field support teams to ensure efforts resulted in successful roll out of new platform with seamless transition for our customers
• Developed and implemented standard operating procedure by which manufactured products from each company could be sold by both sales teams following the merger but prior to the integration of the businesses into one ERP system
• Ensured and improved the performance, productivity, efficiency, and profitability of departmental and organizational operations through the provision of effective methods and strategies
• Identified and mastered industry and market trends, seasonality, and their impacts on customer needs, department preparedness and company profitability

Recruited by CEO of the largest North American brick & roof tile manufacturer and distributor of masonry products to champion his vision for a centralized customer service department that would deliver industry leading service experiences to our customers with focus on internal quality measurements and results as well as external perception tracking to influence business' culture and set strategic service goals.

• Performed a lead role in the relocation, centralization, and standardization of the customer service function throughout the US business
• Created standard operating procedures and best practices which resulted in significant increase in service reliability and improved customer experience using less people with more efficient processes
• Coached, trained, and developed a team of 16 customer service representatives in the daily operations of the department
  Developed and maintained a Service Index to track overall business service to our customers and established a best in class service culture throughout our business
• Provided timely communication of any potential problems along with actionable solutions to all internal and external stake holders
• Utilized creativity, industry knowledge, and both customer service and relationship building skills to successfully navigate through all customer service issues
• Planned and executed long term solutions for customer issues through root cause analysis and creative problem solving
• Established and monitored high profile account specific SOP's and KPI's to ensure accuracy throughout the purchase order to invoicing process

Provided face to face customer service in business office for SCE&G; a regulated public utility, providing natural gas and electricity service to approximately 332,000 customers in 36 counties in South Carolina.

• Opened and closed accounts
• Transferred services
• Collected payments
• Answered billing inquiries
• Investagated invoicing issues
• Established payment arrangements
• Credit analyst / risk management