Customer Service Manager

Michele marotz

***** * ***** ***** **., Traverse City, MI 49684 231-***-**** ********@*****.***

EDUCATION

Keller Graduate School of Management

Masters Business Administration 2010

Honors: Graduated with Distinction

Lake Superior State University

B.A. Business Administration 2004

Licensed Life & Health Insurance Sales – State of Michigan – expired 2006

RELATED EXPERIENCE

ITW Workholding, Traverse City, MI

Inside Sales Manager October 2006 – Current

Work directly with end users, distribution, manufacturer’s representatives and OEMs to provide workholding solutions. This is accomplished on the

phone, via email, and in direct customer visits to review application or troubleshoot issues. Maintain customer relationships by providing the level of

customer service the Buck Chuck brand has always been known for. Travel to distributor and manufacturer representative locations to provide product

training. Work with catalog houses to maintain current product offerings in regards to pricing and accuracy of information and to continuously encourage

product manager to add new product. Develop and maintain marketing materials, catalogs, website and E-Store.

ITW Workholding, Traverse City, MI

Segment Supervisor October 2006 – Current

In concurrence with inside sales responsibilities, conduct all aspects of product management. This includes sourcing, supply chain management, pricing,

inventory management, maintaining current knowledge of import and export compliance regulations. Manage team of two individuals and solicit

assistance from other departments as needed to get product out the door and solve customer issues.

ADDITIONAL WORK EXPERIENCE 1995-2006

Over 12 years of hospitality experience from Corporate Sales Management to General Manager. Helped open brand new Holiday Inn Express

and brought an independent hotel that was more than 30 years old and had been closed for several years through complete remodel and opening.

Managed customer relations to maximize service satisfaction, contributing to sales growth. Exceeded guest service score goals for territory.

Developed revenue management plan including SWOT analysis, which helped to increase sales in declining market. Developed professional

relationships with corporate guests in order to gain their loyal business and referrals.

MAJOR ACCOMPLISHMENTS

Entered into Buck Chuck as Customer Service Manager. Brought division from a condition of high overhead and 6 non-productive employees to

one of low overhead, high margin and 3 employees. Starting revenue was $1.2 million and current revenue is over $2 million.

Develop E-Store for both Buck Chuck and Forkardt divisions. This involved working with IT department and site developers to mesh the CMS

with the ERP. Produced all product specification and images to best display product.

Develop consolidated product catalog for Forkardt division. This involved working with German and Swiss divisions to combine products so that

one cohesive catalog was in existence.

Worked with catalog houses and suppliers to bring the margin for the catalog house segment of business up from a 35% margin and return rate

of more than 10% to a margin of 47% with a return rate of less than 5%. This was accomplished by working closely with product managers to

get the correct information and right product into the catalog and to get them to accept higher pricing. It also involved working with current

suppliers to get better pricing on product so that higher margin could be achieved without increasing customer pricing by too high of a

percentage.

Successfully took over the Tork Lok product line which was badly in need of better management. Took production from in house to an outside

vendor and increased margin by more than 15%. Customer satisfaction was extremely low and inventory was almost non-existent. Worked with

new vendor to maintain proper levels of the right inventory in order to supply customers as needed. Worked with engineering to develop Metric

version of product to answer needs in Asian and European markets.

Worked to add product back into the Buck Chuck offering. At beginning of employment, there were three separate catalogs of about 6 pages

each. Product had been pruned down to the basics. Analyzed customer orders and quotes as well as previous catalogs and Buck history to

determine which products to bring back in. Slowly introduced these products in at rates that allowed inventory to maintain at strict ITW

standards. Since taking over the Buck line, have added 6 products which has allowed revenue to increase from $1.2 million to over $2 million.

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