Customer Service Manager

Douglas Bass

**** ***** *** ***** ***: 828-***-****

Newton, North Carolina 28658 Email: ********@*******.***

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OBJECTIVE:

Seeking an organization where a diversified sales, customer service management and accounting background can be utilized for

improved growth and profitability. One which will be challenging and stimulating, allowing advancement opportunities based on

personal performance and merit.

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SPECIAL SKILLS/TRAINING

• Project Management and Supervisor Skills

• Trained on JD Edwards software operating on AS400

• Phillip Crosby’s Continuous Improvement Program

• Software/Other: Access, MS Powerpoint, Excel, Word

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EXPERIENCE

Heritage Home Group July.2012-Present

Customer Service Manager

Resonsible for managing the day to day operations of a team of 6 customer service representatives to ensure a multi dealer network

obtains the best customer service experience. Minimize losses by negotiating all warranty issues to ensure there are minium losses to

the company.

• Resolve all warranty claims to the satisfaction of the customer while minimizing loss to the company.

• Approve all freight invoices for payment.

• Work with manufacturing to expedite shipments with quick turn a round delivery dates.

• Cross train all employees to be able to handle multi job functions so they can offer more value to the company.

• Issue and manage over all return authorizations to ensure the timely return of product and issue credit as necessary,

• Address and resolve any and all employees issues while upholding company policies.

• Assist and answer all incoming dealer/customer questions regarding product or shipments.

• Manage order entry to ensure orders are entered timely and accurately.

GE Capital, Inc Feb.2009-July 2012

Field Service Representative (Auditor), Western, NC

Responsible for scheduling and conducting financial inventory audits for a dealer network throughout Western, NC. Perform audits for

collateral consisting of $50 million while noting all conditions to keep the companys collateral and investment safe.

• Perform highly detailed financial and inventory audits ensuring financials and inventories are fully reconciled with zero

discrepancies; objective is to mitigate risk

• Analyze audit data to make recommendations to portfolio and underwriting management regarding client performance and

business risk impact. Ensure adherence to commercial agreements and report to portfolio management; determines GE’s direct

collateralized risk

• Address and immediately resolve floor plan problems with clients while providing a high level of customer service; strong

relationship building skills required

• Finalize audits with business owners, collect funds owed to GE and address client performance issues

• Proven ability to help customers achieve business goals by communicating customer growth opportunities to portfolio and

underwriting management; strengthens customer relationship

• Immediate escalation of red flags and fraudulent behaviors to portfolio management while clearly and accurately detailing risk

exposure; strong analytical skills required

• Proven ability to think outside of the box by submitting numerous process improvement ideas that have been implemented to

increase audit efficiency and risk mitigation

• Continuous success at managing $20MM territory by maximizing risk containment resulting in zero losses in region due to

audit inaccuracies; strong detail orientation required

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Douglas Bass

3187 Ninth Tee Drive Tel: 828-***-****

Newton, North Carolina 28658 Email: ********@*******.***

Joseph Cory Holdings LLC Oct. 2007-Nov. 2008

Account Manager, Lincolnton, NC USA

Responsible to build and lead teams of several delivery contractors to successfully deliver furniture on a timely and quality basis. Scope

of this was to educate independent contractors on DOT compliance and ensure they follow safety regulation

• Successfully resolved all furniture claims with our client while maintaining profit.

• Recruited and trained several contractors to successfully deliver furniture on a timely and quality basis.

• Conducted daily safety training for the independent contractors.

• Inspected truck fleet on a daily basis to ensure fleet is DOT compliant and safe for Operation.

• Calculated and input commissions on a daily basis for the contractors, while maximizing company profits.

• Responsible for routing and scheduling several trucks on a daily basis while meeting customer timeframes.

Ethan Allen, Inc. Nov. 2001-Oct. 2007

Customer Service Manager, Maiden, NC

Responsible to lead a multi-disciplined customer service team of 9 representatives to evaluate, resolve, and expedite orders on a daily

basis for a retail network consisting of 300+ dealers. Achieved success by working and communicating with manufacturing associates so

there was a clear understanding of production commitments.

• Successfully resolved all customer complaints while maximizing company profits, and achieving 100% customer satisfaction.

• Implemented a vendor chargeback program which charged the vendor back for defective products.

• Supervised a team of 9 customer service representatives that were ranked last overall in customer satisfaction by customer

surveys, to a ranking of number 1 company wide for all manufacturing plants, in less than a 1 yr period of time.

• Worked with suppliers and purchasing to expedite products to meet production deadlines and goals.

• Clarified any discrepancies manufacturing had with orders to ensure product was custom produced to customer’s specification

• Worked with production supervisors to resolve any issues with production that would not make it out of production on schedule.

• Key member in the initiation of Lean Manufacturing, assisted in the implementation and training of the Lean process.

• Responsible for procuring the funds that subsidized the Lean Program. Procured the funds by applying for State Grants.

Thonet Industries Nov. 2000-Nov. 2001

Customer Service Manager, Statesville, NC

Responsible for the efficient operation of 2 order entry personnel, and 4 customer service representatives. Worked in conjunction with

the outside sales force, customers, and engineering to resolve any product breakdowns or defects with product that was supplied to

hospitals, retirement homes, schools, restaurants, etc.

• Supervised order entry personnel to ensure all orders were entered the same day they were received.

• Successfully worked with a team of 30 outside sales representatives expediting orders, answering product questions, and

resolving quality problems with product under warranty.

• Scheduled and resolved warranty issues by working with engineering to resolve product issue(s).

• Negotiated with freight companies to ensure costs were recovered for product damaged in transit

Suhner Industrial Power Tools Jun. 1998-Nov.2000

District Sales Manager, Rome, GA

Responsible for the increased sales in the Southeast territory by promoting product line to end users as well as increasing the size of the

distributor network. Consistently exceeded sales quota by more than 150%.

Klingspor Abrasives, Inc. May 1995-Jun. 1998

Inside Sales Manager, Hickory NC

Responsible for the implementation of a telemarketing program which developed and increased sales in virgin sales territories. Managed

and trained a group of 10 inside sales specialists.

Supreme Corp Oct. 1991-May 1995

Accountant, Hickory, NC

Responsible for managing and collecting Accounts Receivable in excess of $20 million per year. Assisted in month end procedures.

Successfully completed all projects delegated by senior management.

.

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Douglas Bass

3187 Ninth Tee Drive Tel: 828-***-****

Newton, North Carolina 28658 Email: ********@*******.***

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EDUCATION

BA Accounting, Lenoir Rhyne University, Hickory, NC

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