Customer Service Manager

Cherie Fischer Linn

**********@*****.***

Profile

Strong manager with experience in sales, service, and operations who can multitask and fully understand and appreciate all aspects of business. Fully competent in office management.

Work Experience

Customer Service Supervisor Synnex Corporation 2011-Present

Responsible for a team of 9 customer service team leads. Oversee CS operations in Philippines and China. Focus on improving customer satisfaction by monitoring key metrics in phone, we chat, email and fax communications. Implement organizational changes, develop Excel pivot tables, create PPT presentations, and deliver metrics in monthly meetings. Interview new hire candidates, write performance reviews, and develop employees.

Customer Service Manager Varicon Solution 2010-2011

Responsible for all service interactions for a 2 plant operation. Answer phones, generate orders, handle inquiries for sales, receive visitors, order supplies, coordinate customer visits, create invoices, enter credit memos, and handle all customer complaints. Central point of contact between sales, dispatch, customers, and operations. Attend weekly senior staff meetings and report out KPI’s. Coordinate orders with production and logistics. Manage reverse logistic coordinator, schedule both inbound and outbound loads with outside carriers. Match carrier invoices with assigned loads. Compile inbound inventory on returns.

Customer Service/ Site Relationship Manager Grainger 2007-2010

Work with national accounts to build relationships and grow sales. Strong emphasis on providing solutions for the customer. Provided customer service and leadership to a team of 10-12 employees in order to reach branch operational goals. Drive activities to provide superior service and sales growth and report on a weekly basis. Schedule staff meetings and events, coordinate travel.

Customer Service/Export Manger Grainger 2006-2007

Responsible for maintaining internal and external customer satisfaction. Manage the special handling lane for high needs customers to meet their exact specifications. Supervised the export department to include all picking/packing and export documentation. Managed a group of 30 employees.

Outbound Operations Manager Grainger 2004-2006

Managed a group of process managers to meet outbound lines per hour, productivity, quality, safety, and inventory accuracy goals. Grew LPH 15% from 16 to 18.5 in first year. Reduced outbound cycle time by 2 hours daily. Overall responsibility for 150 employees on the outbound team. Managed 3 process managers, member of senior staff. Worked with safety, maintenance, logistics, and quality managers to accomplish distribution center goals.

Branch Manager Grainger 2001-2004

Key decision maker that directed every aspect of the operations to include sales growth, merchandising, inventory, budgeting, and productivity. Responsible for all interviewing, hiring, training, and development of employees. Managed 10 employees.

Sales Team Leader Grainger 1997-2001

Increasing roles of responsibility from answering phones, to working front sales counter, to shipping product, and then leading the team in goal achievement. Cash drawer reconciliation, bank deposits, order entry. Assist branch manager with interview, hiring, training, and reporting of employee progress.

Front End Supervisor Kroger 1996-1997

Worked in customer service resolving customer complaints and requests. Supervised a staff of 30 cashiers and baggers. Worked in accounting on weekends to balance accounts and make deposits.

Volunteer Experience

Edge Youth Ministry Leader Greenville,SC 2006-2011

Living Hope Youth Leader Horn Lake, MS

Education

Strayer University Memphis, TN Began MBA in Business

Brewton Parker College – Savannah, GA Completed B.S. Business Admin/ Minor Finance

References

Brian Herhold Branch Manager, Grainger 757-***-****

Robert McLaughlin VP Operations, Varicon 864-***-****

David Vincent Director , Warrior Center 901-***-****

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