Brandon Kroeger
Algonquin,IL
Summary
Dedicated professional with a strong record of enhancing operational efficiency and delivering exceptional customer service. Proven ability to develop training materials and implement process improvements, ensuring team readiness and compliance with service protocols.
Overview
9
9
years of professional experience
Work History
Product Servicing Specialist Sr
Medline Industries, Inc
Northfield, Illinois
10.2025 - Current
- Assisted clients in resolving product issues and service-related concerns.
- Developed training materials for new team members in service protocols.
- Implemented process improvements for efficient handling of service requests.
- Provided training to new staff members on the servicing process.
- Analyzed customer data to ensure accuracy in the system and compliance with regulations.
- Onboarded new servicing products with frequent collaboration with internal teams.
- Assisted management with other tasks as assigned.
Product Servicing Specialist
Medline Industries, Inc
Northfield, Illinois
10.2022 - 10.2025
- Managed customer inquiries and resolved service-related issues promptly.
- Collaborated with cross-functional teams to improve service processes.
- Assisted in developing training materials for enhanced employee performance.
- Analyzed customer feedback to identify service improvement opportunities.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Supplier Performance Analyst II
Essendant
Deerfield, Illinois
02.2022 - 10.2022
- Manages all administrative aspects for the Essendant’s Supplier Compliance Program including supplier scorecard activity.
- Analyzes/resolves disputed packaging, labeling, and shipping requirements charge backs by facility/supplier, assess non-related communications received and forward to appropriate FSC department for research/resolution.
- Participates in supplier calls to identify areas of improvement and work to resolution.
- Supports process and systems changes that streamline the Supplier Performance Management processes.
- Analyzing key performance metrics to determine root cause performance issues and drive change.
- Work in partnership with product category leads to integrate performance data into category strategies for relevant categories and suppliers.
- Work cross functionally with other departments within Essendant, e.g., Merchandising, IT, Inventory, and Operations.
- Maintain a suite of reports that cover all aspects of supplier performance - continue to improve and add content.
Vendor Operations Specialist
Medline Industries, Inc
05.2020 - 02.2022
- Served as a liaison between warehouses and vendors to allocate charges.
- Investigated held stock for product damages, expirations, licensing, and recall issues to ensure compliance and product integrity.
- Evaluate and make timely decisions regarding customer returns while being cognizant of thresholds and procedures to prevent surplus.
- Reviewed and processed daily reports on corporate surplus, customer returns, and DEDs to maintain accurate inventory records.
- Research customer requests for allocation and route product allocations for the specific vendors.
- Responded to service requests regarding stock levels from internal and external representatives, customers, and DSMs to support operational needs.
- Report to sales on stock levels for customer exits by compiling and customizing data as necessary.
- Coordinate vendor returns when necessary.
Associate QA Specialist
Medline Industries
04.2019 - 05.2020
- Troubleshoot durable medical equipment products such as hospital beds, homecare beds and patient lifts
- Assist customers and sales representatives with the assembly of products
- Manage million-dollar accounts and assist with any support that they may require
- Research the root cause of difficult problems and collaborate with business partners on more complex problems and crosses
- Collaborate with divisions and divisional QA on complaint trends
- Provide feedback on product updates, identify and report deficiencies
- Ensure that products are up to specification, and address necessary updates with product managers and engineers
Complaint Coordinator
Medline Industries
08.2017 - 04.2019
- Log complaints into SAP notification system.
- Accurately record details of complaints and actions taken.
- Sent acknowledgment communication upon logging complaints to ensure timely customer awareness.
- Respond promptly and professionally to customer inquiries.
- Issue credits and replacement orders as required for complaint resolution.
- Issue RGA’s and product return tags as required.
- Followed up with sales force on outstanding issues to maintain compliance with established time frames.
- Collaborated with divisions and divisional QA to enhance complaint resolution processes.
- Always maintain compliance with QSR and ISO regulations and Medline policies and procedures.
Education
Bachelor of Science - Biology
University of Dubuque
Dubuque, IA05-2017
Skills
- Client support
- Data analysis
- Process improvement
- Issue resolution
- Cross-functional coordination
- Microsoft Office Suite
- Problem solving
- Attention to detail
- Collaboration techniques
- Time management
Professional Development
- Dubuque Community Volunteer, 01/01/13, 01/01/15
- University of Dubuque Men’s Tennis
Timeline
Product Servicing Specialist Sr
Medline Industries, Inc
10.2025 - Current
Product Servicing Specialist
Medline Industries, Inc
10.2022 - 10.2025
Supplier Performance Analyst II
Essendant
02.2022 - 10.2022
Vendor Operations Specialist
Medline Industries, Inc
05.2020 - 02.2022
Associate QA Specialist
Medline Industries
04.2019 - 05.2020
Complaint Coordinator
Medline Industries
08.2017 - 04.2019
Bachelor of Science - Biology
University of Dubuque