FRANK KUHLMANN

Grapevine, TX · 214-***-****

ad20ps@r.postjobfree.com

Looking for an opportunity as a Product Specialist where I can utilize my problem-solving abilities when dealing with complex issues related to products or services. EXPERIENCE

AUGUST 2022 - NOVEMBER 2023

PRODUCT SUPPORT SPECIALIST, SCHLUTER SYSTEMS, LP

Extremely knowledgeable in Schluter Systems' integrated family of products, including bathroom and wet room systems, Profiles, and Heating systems as well as external applications and installation accessories and applications.

Educate and assist current and prospective customers about Schluter's products and services. Explain features, clarify operating instructions and installation instructions, and answer any questions. Also, diagnose any technical issues and assist with repair requests. Compiled information in a database to help with FAQ’s and troubleshooting guides.

• Escalate requests and issues to the appropriate internal team.

• Schedule the ordered medical service accurately and link the order to the appointment.

• Act as direct contact with internal and external customers.

• Track and report on support metrics and support team performance.

• Multi-task, problem-solve and prioritize in a fast-paced working environment.

• Manage overall strategy to ensure proper levels of product support coverage.

• Record detailed information into a work order/service ticketing system for all calls/emails.

• Analyze and validate system requirements, and existing business processes. JUNE 2021 – AUGUST 2022

INSIDE SALES, PROFESSIONAL FLOORING SUPPLY

• Help walk-in customers get knowledgeable information to place orders from stock or to be delivered.

• Read catalogs and computer displays to determine part stock numbers and prices.

• Receive and fill telephone orders for products.

• Determine replacement flooring products required, according to customers' descriptions and needs.

• Take inventory of stock and mark and store products in the showroom/warehouse according to prearranged systems.

• Examine returned parts for defects and exchange defective parts or refund money.

• Place new merchandise on display.

• Solely responsible for selling, ordering, and sharing knowledge of all Schluter Systems at this location.

• Increased sales of Schluter Systems by 25% over 6 months.

• Hot-shot driver for an 80-mile radius of DFW, when needed. JULY 2008 TO MAY 2021

FRONT DESK SALES, DALTILE CORP.

• Processed and completed a high volume of orders timely, accurate, and thoroughly while enhancing sales opportunities with customers.

• Advanced troubleshooting skills and ability to handle, and address escalations resulting in a business outcome of resolved customer complaints.

• Exhibited comfort in upselling and providing options in products to increase sales.

• Maintained ability to multi-task and maintain a positive attitude.

• Performed various office administration duties such as keying in orders, processing faxes, preparation of reports, and following up to ensure customer satisfaction with orders.

• Collaboration with sales team, Sales Service Centers, vendors, Customer Support teams, and buyers to increase the Customer Experience.

• Served as the backup to specialized functions including, internet web programs, murals, non-standard programs, etc. as needed.

• Acquired knowledge of customer base and unique customer requirements to best

• support Daltile customers.

• Maintained accurate customer records in all software systems, CRM, Oasis, SAP, ERP, and other programs as trained.

• Prepared, follow-up, and maintained correspondence with customers.

• Proven skills to act as a strong team member, leveraging best practices, communication, verbal, written, problem-solving, and coaching skills to help support/train new CSRs and

• guide them in everyday tactical and strategic solutions as needed.

• Performed other related duties and special projects required to help move the paradigm of “The Customer Experience” as required. EDUCATION

DIPLOMA, WURZBURG GERMAN AMERICAN HIGH SCHOOL

Studied basics as well as speak and write fluent German.