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Customer Service Manager

Location:
Bloomingdale, Illinois, United States
Posted:
October 16, 2016

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Elgin, IL *****

847/***-****

acw2xv@r.postjobfree.com

JENNIFER KARRICK

MANAGEMENT SUMMARY

Director of Customer Service who participated in a disciplined data-driven quality culture and achieved improvements through active problem identification and resolution. Responsible for the configuring and training (of the Customer Service team) of three ERP capital implementations. Established organizational and creative thinking skills that increased proficiency among employee’s and reduced errors. Sharp communication skills that can be executed in a fast paced environment. Known for impeccable relationship building skills (with both internal and external customers). Created and maintained an environment conducive to high employee morale. Partnered with cross-functional teams to champion innovation and identify new opportunities to drive profitability.

PROFESSIONAL EXPERIENCE

DIRECTOR, CUSTOMER SERVICE – PCTEL, INC.

2004 to Nov 2015

Provided leadership to Customer Service by developing and implementing short range plans and identifying goals and objectives to meet the company’s vision and long range strategic plans. Helped team members grow through hiring, training and development opportunities.

Worked with all departments to meet revenue targets and get whatever needed to get done for the month/quarter finished (huge team player)

Responsible for the configuring and training of the Customer Service team of three ERP capital implementations (latest being Oracle/EBS). Trained the Tianjin China plant on Oracle/EBS with continued support as needed

Traveled to Florida, North Carolina, Ohio and Texas to help bring product online in Illinois (due to four acquisitions)

Reviewed reports and took appropriate actions (Monthly revenue target, Tracking, On time delivery, etc.). Managed metrics in order to meet customer needs and expectations. Helped raise on time shipping to 96% and maintained it through regular team meetings

Attended sales meetings and provided team with feedback to motivate and share successful techniques and skills. Attended Operational Managerial reviews quarterly to stay abreast of opportunities and changes coming from all functional areas

Maintained great office etiquette, proficient with Microsoft Outlook, Excel, Word, Business Intelligence (BI), Agile, EDI, ADP

Participated in surveillance ISO9001:2008 recertification and audits

Participated in Sarbanes Oxley audits

OFFICE MANAGER – MAXRAD, INC.

1989 – 2004

Supervised (in a very hands on manner) all Customer Service functions (respond to inquiries regarding order status to include expected ship dates, pricing, deals/allowances, order entry, technical questions, invoicing, etc.). Determined staffing requirements and interviewed, hired and trained new employees.

Managed all accounts receivable, accounts payable and human resource issues

Monitored, tracked and enforced department policies, procedures and goals

Multitask at a high level of competence with technology

EDUCATION

RAINIER HIGH SCHOOL, RAINIER OREGON

Attended Sandler Sales training seminars

Skillpath seminars attended: Managing multiple projects, objectives and deadlines; Conflict management skills for women; Communication with tact, diplomacy and professionalism

Internal training: Quality Management System; ITAR; Sexual harassment and diversity; Safety training; IT security preventative measures

Motorola/Cisco hub training



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