Highlights of Qualifications

Highly motivated self-starter with extensive experience working in diverse customer service and sales related positions including; supervision and managing of employees, sales broker management, relationship building, sales planning and forecasting, team building, account management, lead generation and account opening, brand marketing and management, process improvement

Build and maintain strategic partnerships with customers and drive customer satisfaction through superior service and quality products

Team player with strong communication, interpersonal, and trouble shooting skills as well as a high attention to detail.

Extremely organized and enthusiastic; able to prioritize effectively to accomplish multiple tasks and complete projects in a timely manner.

Proficient in Microsoft Office, Excel, PowerPoint, OneNote, Outlook, Sales Force, SAP, SharePoint

Experience

2014-Current Dairy Farmers of America Kansas City, KS

Customer Service Manager additional responsibilities 11/2017: Regional/Inside Sales/Broker manager Ingredients Cheese/Foodservice Northeastern United States Sales Territory

Remotely managing the sales and support of 4 foodservice brokerage firms, as well as 50+ direct customers in the Northeastern US sales territory

Grown the sales of the Northeastern US sales territory by 2.8 million dollars in new customer and product sales in 6 months as well as 1.2 million add on business with existing customers.

Analyze business trends and utilize insight to identify, develop and expand business growth opportunities.

Prepare and conducted monthly broker meetings that focused on volume gaps, R&D opportunities, customer quality and service concerns, trade/food show attendance and market potential

Maximize volume and revenue in the Northeaster US sales territory by focusing on brand management and private label development with key distribution partners i.e. PFG, Sysco, US Foods, Reinhart, Sommermaid

Manage all broker or customer accrual requests, marketing allowances, trade/food show requests to ensure the best use of approved accrual funds

Cross functional collaboration with QA, R&D, Logistics, plant operations, Customer Service, Continuous Improvement, S&OP, Finance and Executive Leadership Team

2014-Current Dairy Farmers of America Kansas City, KS

Customer Service Manager Ingredients Cheese/Foodservice Net sales of approximately $2 Billion

Manage, train and coach a customer service team of 4 to ensure that productivity, customer service and performance standards are executed against and reflect DFA’s core values

Plan, assign and monitor work tasks for optimum team efficiency

Perform monthly one on one’s and yearly employee reviews addressing any achievements, areas of opportunities, personal development plans, and career path ambitions

Developed a staff training program and reference manuals to support continuous education and growth within my customer service team

Analyze KPI data to identify areas for improvement and empower each CSR to be a resource for internal business partners to drive process improvement with a focus on customer centricity.

Implement improvements including a new Salesforce CRM system and enhanced applications to SAP

Lead projects and provide written and oral communication to the Leadership team, inter-company departments, customers, and brokers identify any customer issues, process changes and trainings

11/28/2016 Promoted to Assistant Manager Ingredients Cheese/Foodservice

5/24/2015 Promoted to SR. Customer Service Specialist

3/3/2014- Customer Service Representative-

Global Dairy Products Group/Consumer Brands

Efficient processing of all incoming orders via EDI, fax, email in SAP for the Northeast Foodservice butter customers, as well as cheese accounts like SuperValu, Central Grocers, Aldi, and Nash Finch.

Handle all domestic Sport Shake customer orders, and back up all for export orders.

Communicate any pricing, shipping/delivery, and product related issues on orders to the appropriate broker or DFA RSM until issue is resolved.

Work with our various warehouses and transportation to ensure orders meet cube/weight requirements to deliver on time.

Continual updating of customer information in SAP through MasterData and to streamline the automation of confirmations and invoices to customers.

Process all deductions assigned by the deductions team.

Build a strong rapport/ relationship with customers through consistent communication and providing them the necessary tools and information to meet DFA order requirements.

Worked closely with Americold and DFA’s credit department to develop reports and established processes to ensure DFA customer service has a clear and up to date look and status of all orders received by Americold.

2010-2014 Midwest Industrial Rubber, Kansas City, MO

Customer Service Representative/National Accounts Representative/Inside sales

Responsible for responding to customers and sales staff calls, emails and faxes concerning orders, quotes, pricing, due dates, conformations and invoices.

Placing orders with vendors for materials and following up with them to ensure on time delivery.

Serving as our locations liaison for all national accounts within our region. (Hostess Brands, Sara Lee, Frito Lay, Tyson foods)

Provide monthly Excel reports to our National Accounts for product and cost savings.

Running daily and weekly sales reports for the sales staff.

Assigning billing codes to all orders processed the prior day.

Lead responsibility in training of new employees, also in ensuring all new hire paperwork is filled out correctly and sent to human resources.

Education: University of Phoenix 2005-2006, GED, WGU 2017-current

References available upon request

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