Customer Service Manager

Mark Marino

*** ********* ***., ****** *****, NJ 07663 Home – 201-***-****

Cell – 201-***-****

Email – *******@***.***

EXPERIENCE:

Superior Printing Ink Co., Inc. (Teterboro, New Jersey) – Company downsized

Manager, Northeast Customer Service Center (September, 2016 to May 2017)

Hired to create Customer Service department in NJ

Hire and train new CSRs

Oversee new phone system installation for tracking phone metrics

Handle all aspects of order entry process

Establish policies and procedures

Coordinate with manufacturing on production/shipment schedules

Brimar Industries (Garfield, New Jersey)

Customer Service Manager (May, 2016 to September 2016)

Established training program including full understanding of manufacturing process

Weekly management reports with KPI details including email, phone and chat room data

Review of recorded calls for CSR quality

Established performance metrics for qualification of weekly CSR bonus

Work with manufacturing to establish production schedule

Check manual orders for accuracy

Work with marketing, graphics, shipping, production and accounting on issue resolution

Lead meetings with staff to review any errors and establish corrective actions

Established process to more evenly distribute workload among team members

Philips Lighting North America (Somerset, New Jersey) – Position eliminated

Customer Care Lead (August, 2014 to March 2016)

Supervise team of 8 Complaint Managers covering 4 brands

Handle escalated cases for customer resolution

Responsible for cost of non-quality up to $50,000 per case

Manage, motivate and encourage team to meet KPI metrics

Work with QC, production, order management and shipping to improve warranty lead time

Communicate with customers on escalated cases

Review matrix for production, response time and conclusion of complaints

Responsible for performance reviews including goal setting

Monthly review of staff NPS scores – develop strategies for improvement

Create SOPs

Negotiate labor charges with outside vendors

Fastenation Inc. (Clifton, New Jersey) [position eliminated April, 2014]

Customer Service/Office Manager (July, 2013 to April, 2014)

Supervise staff of 2 employees

Handle day-to-day operations including order entry, returns and pricing

Responsible for manual timecard calculations for production personnel

Established employee review criteria and evaluation format

Liaison for sales, production and shipping departments

Back up for invoicing process

Reviewed and established all SOP

Mark Marino Page 2

Superior Printing Ink Co., Inc. (Teterboro, New Jersey) – position eliminated February, 2013

Assistant Pricing Manager (August, 2006 to February, 2013)

(Customer Service moved to Hamden, CT location in August 2006)

Price all materials and process for billing

Calculate prices based on raw material costs

Maintain all pricing letters for customers

Daily processing of company-wide invoices

Responsible for profit margin on all items

Prepare monthly and year-end sales reports

Customer Service Manager (May, 2002 to August, 2006)

Report directly to Branch Manager/VP of Sales

Supervise staff of 4 employees

Work daily with shipping and production to process orders in a timely manner

Work with credit department to collect overdue accounts

Address/solve all customer problems and concerns

Handle all returns and credit processing for our customers

COMPUTER

SKILLS:

Microsoft Office Suite, AS400

EDUCATION:

Jersey City State College, Jersey City NJ

BS Degree - Business Administration 1989

Major: Marketing

REFERENCES:

Will be furnished upon request.

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