Customer Service Manager

Howard Krawitz MBA

Global Customer Service Manager

Harleysville, PA 19438 267-***-****

**********@*****.*** https://www.linkedin.com/in/howard-krawitz-mba Experienced and customer-focused professional with over two decades of dedicated service in dynamic office and contact center settings. Proficient in managing diverse customer interactions within fast-paced environments. Possess a deep understanding of call center metrics, encompassing comprehensive expertise from workforce management to programming and scripting for both inbound and outbound capacities.

Work Experience

Global Customer Service Manager Jun 2022 - May 2024 BROOKS INSTRUMENT LLC Hatfield PA

● Responsible for oversight of the Customer Service department for the Hatfield PA facility and Customer Service departments in Hungary and Germany

● Worked on project team to establish new manufacturing facility in Malaysia

● Set standards of performance for responsiveness to customer orders and maintained a weekly average above 95% of orders entered within one day

● Interacted with Planning and Material Management departments to ensure customer orders were processed within customer expectations

● Developed, reviewed or updated all team SOP's to ensure they were up to date and consistent across all locations

● Prepared weekly and monthly reports to reflect performance of the Customer Service team

● Interacted with Global Sales team to ensure a timely response to customer needs Customer Service Manager Nov 2016 - Jun 2022

CAPS PHARMACY INC Allentown PA

Responsible for daily operation of Customer Service department for three 503B compounding pharmacies in Lehigh PA, San Diego CA and Phoenix AZ

● Implemented ACD system and built phone trees to establish new Customer Service department

● Set standards of performance for responsiveness to customer inquiries

● Interacted with the Quality team to ensure product was released on time and available for customer orders

● Processed incoming product and service inquiries and escalated to the relevant department managers

● Reviewed/updated company SOP's to ensure Customer Service was integrated into the relevant processes

Howard Krawitz 267-***-**** krawitzh28 @ gmail.com Page 2 Customer Service/Applications Engineering Manager Jul 2015 - Apr 2016 MILTON ROY Ivyland PA

● Monitor the order fulfilment process and respond to customer special requests

● Set standard of performance for turnaround time on order entry

● Interact with internal departments to ensure customer orders were moving the process efficiently and timely

● Actively supported the Quality department in the investigation of customer issues

● Engaged with the regional sales team to support the distribution network

● Worked closely with the Application Engineers to ensure timely completion of customer projects Sr Manager Technical Assistance Center Mar 2005 - Apr 2015 OLYMPUS AMERICA INC [Center Valley Pa

● Developed the Technical Response Center for the new corporate headquarters in PA

● Developed Technical Assistance Center for new corporate headquarters in Pennsylvania

● Recruited and hired 16 of the original 19 support staff for the Contact Center

● Responsible for developing and executing strategic plans to ensure the most efficient operation of the Contact Center

● Designed and implemented quality control program in order to increase productivity, ensure accuracy and exceed customer satisfaction

● Efficiently managed increase in call volume of 80% as manager of department

● Developed weekly and monthly reports for Director of Field Support and TAC Core Skills

Customer support, Customer satisfaction, Call center operations, Performance management, Coaching, Communications skills, Problem solving skills, Goal setting, Metrics, Performance analysis, Standard operating procedures, Quality management, Customer Experience, Excel, Interact With Customers, Provide Training, Action Plans, Answering Calls, Continuous Improvement, Customer Interactions, Financial Goals, Prepare Reports, Quality Processes, Adaptability, Leadership, Ability to Multitask, Empathetic, Leadership Skills, Time Management Skills, Analytical Skills, Develop Relationships, Discipline, Personal Effectiveness, Troubleshooting, Computer Software, Customer Success, Project Requirements, Upper Management Customer support, Order Management, Business Initiatives, Develop Technology, Exceptional Customer Service, Identify Opportunities, Growth Oriented, Lead A Team, Sensitive

Education

DeSales University Dec 2004

Master of Business Administration Management

Penn State University Jun 2000

Bachelor of Arts Liberal Arts

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