Customer Service Sales Manager

DANIELLE BAKER

**** *** ***.

Kenosha, WI. *****

Cell 262-***-****

ad65r8@r.postjobfree.com

EXECUTIVE SUMMARY

Customer Service Professional with over 22 years of inclusive Customer Service Relations, Account Management, and Training. I have proven ability to increase, build, and promote a company’s image to keep both the big picture and all its facets in mind. I am confident, energetic, hardworking, and can bring a positive and productive approach to any project at hand. I have proven experience collaborating with senior management to conduct strategic planning to support company goals. I have experience initiating cost containment strategies resulting in savings. I value my workmanship and the quality of my employer. I successfully relate to and work with diverse people, adapt to cultures, and have the tenacity to uphold a positive image. I espouse advanced communication skills as a trainer, educator, and motivator. I am a proficient individual who embraces change and thrives on challenge. PROFESSIONAL EXPERIENCE

Waldron Construction, LLC. Antioch, IL. 3/20/2023 – 2/20/2024 Waldron designs and remodels residential and commercial properties, including foreclosures/bank owned properties, as well as new construction.

Showroom Sales Manager –

• Managed a team of designers.

• Track and report to business owners overall designer monthly sales goals with revenue reporting.

• Drive total sales to initiate sales growth, understood how the team contributed to and impacted the total showroom profitability.

• Track and report to business owners’ monthly sales targets and actual performance of the design team.

• Identified opportunities to consistently achieve and exceed goals such as using social platforms to produce qualified leads, set up sales training events, work with the SEO team, etc.

• Assess and benchmark competition to leverage customer insights and feedback to drive business to be the destination of choice for customers.

• Focused on the customer experience to initiate kitchen and bath contracts.

• Interviewed and hired prospects to build a dynamic team of independent contractors that are knowledgeable and passionate about sales and design with LinkedIn and Indeed.

• Managed and developed a sales force using selling training techniques such as Challenger Sale, Command of the Sale, Gap Selling, and Solution Selling.

• Worked 1 on 1 with each designer independently to understand their weekly and monthly sales goals, reviewed their assigned prospects and leads, ensured their Buildertrend documentation and messaging took place, entered current change orders, collected and communicated customer payments, reconcile open and closed jobs, chart any profit/loss issues, guide designers to improve behaviors before and after selling a contract, understanding the financial impact and functional duties with every job which contributed to coaching the design team to elevate their skills and techniques.

• Anticipate staffing needs, talent plan and recruit both long term and short term.

• Lead team onboarding, learning and help close product knowledge and skill gaps through development, coaching, and team interactions.

• Established a culture of accountability through clear expectations and performance management.

• Demonstrated a culture of inclusivity, ethical conduct to help lead and hold the design team accountable to work and treat each other in the same way.

• Created schedules and made any adjustments as needed to align customer traffic and business needs.

• Ensured there was proper coverage onsite and available to greet customers and answer incoming calls during business hours.

• Know the towns happenings through the Antioch chamber and the village. Have the showroom participate in community events that will benefit with gaining leads and prospecting.

• Set-up a weekly schedule for each designer to use social media as a way of free advertising to prospecting leads and to self-govern their contractor efficiencies to promote their work and the company’s image.

• Ensured an easy to follow supply chain program where product was accounted for, delivery was on- time and accurate, created an inventory material list for each job where the designer and supplier/vendor are responsible to sign product in and out which were reviewed daily, evaluated overall strategies to continuously seek product flow fluidity, keep suppliers/vendors accountable to time lines, implementing Lean principles such as Just-In-time (JIT) to help eliminate waste and inventory mistakes, supply chain mapping to help identify any bottlenecks in the process, review and adjust demand forecasting to match customer requirements and to help keep overhead managed, and understand the weekly inventory carry costs while ensuring stock levels are met to meet customer demand.

Tecomet, Inc. Kenosha, WI. 9/6/2020 – 3/17/2023

Tecomet is the leading provider of manufacturing solutions for complex, high-precision products and services for the medical device markets. Tecomet operates sixteen global manufacturing facilities in five countries around the world and employs over 2,500 people. Global Service Account Manager –

• Maintain customer relations via telecommunications and in person visits with a goal of building the customer rapport and acumen necessary to grow a partnered business model.

• Exhibit proactive approaches attaining client satisfaction by sharing information timely, collecting feedback, creating action plans, offer multi-channel support, and onboarding of a customer satisfaction platform containing metrics.

• Utilizes sales history to predict future growth or loss by assessing the product runners, repeaters, or strangers by using statistical models such as 9-Blocker Segmentation, growth forecasting software, etc.

• Executed product demand forecasts through the utilization of customer driven data, market inflation, deflation trends, and the collaboration with schedulers to secure material in advance.

• Communicate demand trends to align with customer expectations with a material sourcing schedule and manufacturing throughput which has yielded a 34% increase towards on-time delivery.

• Negotiate contracts to maximize profits, increase output, and remain competitive in the market by increasing blanket purchases, VMI programs, etc. which resulted in consistent product flow to support stocking bin programs that incentivized on-time delivery by an additional 18%.

• Project managed Price Increase program that resulted in additional $11m in revenue for ‘21 and ‘22.

• Deliver client-focused solutions based on customer needs relating to NPI, EUMDR requirements

• Provide new program information (NPI) to the engineering team from trade shows, conferences, etc.

• Create and provide information necessary for various departments relative to developing weekly, monthly, and yearly reports to include in the budget process.

• Analyze and create reports utilizing information and data provided by Sales and Operations.

• Update and maintain customer information in ERP and CRM systems to facilitate forecasting and planning.

• Coordinate Supplier Change Requests internally and with vendors.

• Support inventory management and PLC (product life cycle) with a focus on profit and loss.

• Track order intake by securing and providing required manufacturing build plans to the production control group.

• Initiate\communicate with both HQ and plant management as required to achieve financial targets as outlined within the build/sales plan and cascaded 12-month company driven goals.

• Strive towards 100% On-time Delivery by tracking delivery performance and developing a strategic plan to initiate and support changes to accelerate growth and exceed OTD target.

• Managed quality staff, inspectors, contractors, operations, engineers, etc. to deliver 100% quality score with all customers through product configuration, production scheduling, collaboration management, and QMS development.

Tecomet, Inc. Kenosha, WI. 5/8/2017 – 9/5/2020

Tecomet is the leading provider of manufacturing solutions for complex, high-precision products and services for the medical device markets. Tecomet operates sixteen global manufacturing facilities in five countries around the world and employs over 2,500 people. CS Account Representative –

• Maintain customer relations via telecommunications, Skype, and in person visits with a goal of building the customer rapport, which is essential in growing the business.

• Exhibited proactive approaches to customer service by following up on customer requests in a timely manner without delaying responses.

• Supported planning, finance, quality and sales by providing information that is necessary to meet objectives.

• Reviewed and coordinated customer demand, forecasts, and instrument projections.

• Support engineering group by providing information that is necessary to meet launch requirements and managed product life cycle maintenance to help grow the business.

• Worked with costing, sales, engineering & finance to support activities related to quote maintenance of new medical instruments, modifications to existing products and quoting.

• Engage and collaborate with customers, engineering, quality, accounting, and sales to support activities related to the Contract Review process to begin instrument review and bill of material.

• Responsible for all activities related to Sales Order Entry in accordance with the Contract Review Procedure and other organizational requirements, which include but are not limited to: o Entry and maintenance of customer part number and its alignment with the Tecomet part number, quantity, pricing, revision, lot coding and serialization information, sales order dates, date codes, and order codes, to execute accurate reporting o Customer commitments, which include but are not limited to; order confirmations, change notifications, open order reporting, customer conference calls and in person meetings.

o Execute production schedule and other planning and scheduling activities to support product demand.

o Delivery Performance tracking and reporting.

o Lot coding and serialization information that is transferred to work orders (by planning) o Pending and in process contract review activities. o VMI program management.

o Resource planning and execution.

o Delivery performance reviews with high profile clients.

• RMA Processing and Resolution, which includes but are not limited to: o Data research (on discrepant product), on part detail, price detail, invoice detail, lot information, and complaint information. This data is needed by quality, planning and accounting and helps facilitate the corrective actions and resolution. o RMA Entry and maintenance in the ERP System and related documentation. o Replacement Sales Order Entry.

Buehler, a division of Illinois Tool Works, Inc. Lake Bluff, IL. 3/29/2012 – 5/4/2017 Buehler is one of the leading providers of materials preparation, testing and analysis solutions worldwide. Buehler products and analysis methods are applied in Quality, Research & Development, and University laboratories and across numerous industries, including Aerospace & Defense, Automotive, Electronics, Energy, Medical and Primary Metals.

Customer Service Rep –

• Managed high priority key accounts for North America and Canada.

• Supported Sales Engineers by collaborating with their customers to ensure that all facets of the order fulfillment process and inventory fulfilling are communicated in a timely manner.

• Communicated with internal business units such as purchasing, assembly, and marketing to ensure on-time shipping and product availability.

• Maintained order activities such as input of orders, generating order confirmations, providing order statuses and tracking, delegated service related inquires, supplied shipping/delivery documents, input of sales quotes, create invoice proformas, and entry of returns and credits.

• Supported and supplied government order contract guidelines to the sales force and direct customers for proper order placements.

• Completed supplier forms to gain new B2B customers or retain customer contracts, participated in annual vendor account audits, and collaborated with internal sources to remain compliant by following Trade Compliance rules and regulations.

• Accredited Internal Auditor to ensure processes are following ISO procedures and assess any major or minor infractions.

• Participated in USa projects such as simplifying customer account formatting and order entry which resulted in decreased data entry steps and increased of data accuracy and developed internal process manuals for web ecommerce hosting.

• Followed and championed departmental accuracy guidelines when troubleshooting and investigating customer matters.

• Cross-trained peers in departmental functions.

• Managed and supported EDI (Electronic Data Interchange) customer accounts, passwords, and annual reports.

ACCO Brands, Inc. Lincolnshire, IL. 1/2007 – 3/2012 ACCO Brands is one of the world's largest suppliers of office products. ACCO Brands markets product in over 100 countries through its own sales force and distribution networks. Sales Support Coordinator –

• Entered BIS Custom Orders in a timely manner from inside and outside Sales Representatives.

• Processed RMA’s, Returns, Credits and Re-Bills.

• Managed PDF Art Proofs, Color Proofs, Target Proofs and Material Samples.

• Created Purchase Orders and Specifications for the appropriate vendor.

• Maintained phone availability at 99% of the team average considering ACD, Direct Dialed and Call Handling.

• Prepped orders for billing accompanied by calculated freight charges through Czarlite.

• Sustained a 99.25% order volume of the team average. Actively sought out additional orders making my availability known to assist others.

• Adjusted shipping dates as needed and communicated changes promptly to the Sales Rep.

• Tracked shipments and provided Proof of Delivery upon request.

• Assisted in noting and distributing invoices when needed.

• Volunteered time to aid in the 2011 Pleasant Prairie’s Physical Inventory.

• Acted with considerable discretion in resolving challenging situations using MAGIC.

• Built appropriate rapport preserving constructive and effective relationships.

• Acted as a role model for peers and colleagues for product knowledge, procedures and processes. EDUCATION & PROFESSIONAL AFFILIATIONS

College of Lake Cty: Grayslake, IL – Business. Fall 1997 to Spring 2011. Transferred credits to Herzing. Herzing University: Kenosha, WI. – BS Health Information Management, December 2020. Herzing University President’s list – 2017, 2018, 2019 Alpha Beta Kappa Honor Society—Eta Zeta Gamma Chapter: Herzing University 2020 Penn Foster: Scranton, PA – Private Investigator Certificate, 2004 Marriott of Lincolnshire, IL – Seminar, Certificate of Customer Relations, 2006 Marriott of Lincolnshire, IL – Seminar, Certificate of Leadership & Supervision, 2006 MAGIC – Certificate of Completion, 2007

Certificate of Internal Auditing Basics – Lake Bluff, IL. 2015 Certificate for Eight Disciplines for Problems Solving (8D) – Lake Bluff, IL. 2015 AMA Educational Credit: Essentials of PM for the Non-PM – Chicago, IL. 2020 SKILLS

55+ WPM 360+ KSPM CATS (Reflection)-DOS

Alfa and Numeric Data Entry MS Outlook 2016, 365 Customer Order Management (COM) MS Office 365 Lotus Notes/Domino Microsoft Dynamics Navision (NAV) Adobe Go Live 5 S&OP ORACLE

Buildertrend Software

(Construction) Windows XP, 10 EPICORE ERP System

PeopleSoft HRIS/Notes R-5 QuickBooks Navigator

SharePoint MAPIX (Rumba) Exact MAX ERP System

Epicor JWALK ETQ Reliance

Contact this candidate