Brett A. Lancaster
Delphos,OH
Summary
Accomplished and results-driven professional with over a decade of experience in customer service management, demand planning, and sales support across diverse industries. Expertise in leading high-performing teams, driving operational efficiency, and delivering exceptional customer experiences. Proven track record in managing large-scale customer service operations, resolving escalated issues, and ensuring timely, high-quality support. Skilled in demand forecasting, replenishment management, and cross-functional collaboration with vendors and clients. Adept at improving processes, optimizing team performance, and contributing to the strategic growth of organizations.
Customer service professional with sharp focus on enhancing customer experiences and streamlining processes. Valued for fostering teamwork and driving results through adaptive strategies and effective communication. Known for problem-solving abilities and customer-centered approach.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Customer Service Manager
Lakeview Farms
06.2024 - Current
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Developed and implemented department KPI's
Demand Planner
Lakeview Farms
02.2022 - 06.2024
- Responsible for demand forecasting and replenishment strategies to ensure optimal product availability.
- Analyzed historical data to identify patterns, trends, and seasonality for use in demand forecasts.
- Developed collaborative relationships with cross-functional teams to ensure alignment in demand planning processes.
- Improved demand forecast for multiple distribution channels based on previous sales and consumption.
- Improved forecast accuracy by implementing statistical modeling techniques and incorporating market trends.
- Presented monthly forecast updates to senior management, highlighting key changes and risks in the demand outlook.
Replenishment Manager & Sales Support
Lakeview Farms
09.2019 - 02.2022
- Supported company growth initiatives through proactive involvement in new product launches and expansion projects.
- Conducted root cause analysis on supply chain inefficiencies, recommending corrective actions for continuous improvement.
- Developed comprehensive reporting tools for tracking inventory movement, supporting informed decision making.
- Optimized warehouse operations by streamlining processes and implementing best practices in inventory control.
Customer Service Manager
Simply Fresh Foods, Inc.
09.2017 - 09.2019
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
Customer Support Lead
Horizon Sales
10.2015 - 05.2017
- Supervised a five-person customer support team that processed over $300 million in purchase orders.
- Conducted team meetings, training sessions, and one-on-ones to boost team performance and service delivery.
- Managed high-profile client accounts and provided personalized support for their needs.
Customer Service Representative
Horizon Sales
05.2012 - 10.2015
- Processed incoming purchase orders, ensuring on-time delivery and customer satisfaction.
- Maintained key accounts, including high-profile clients, ensuring consistent service quality.
- Worked closely with vendors to manage pricing, promotions, and special events.
Customer Service/Sales
Eagle One Golf Products
11.2008 - 10.2010
- Managed accounts for new and existing clients, providing top-tier customer service.
- Processed orders from start to finish, ensuring timely shipping and customer satisfaction.
- Represented the company at bi-annual PGA and Golf Superintendent trade shows.
Education
High School Diploma -
Bayfield High School
Bayfield, CO05.1998
Skills
- Leadership & Team Management
- Customer Service Excellence
- Demand Planning & Forecasting
- Inventory & Replenishment Management
- Process Improvement & Efficiency
- Vendor & Client Relationship Management
- Problem Resolution & Escalation Handling
- Training & Development
- Cross-Functional Collaboration
- Customer service
- Problem-solving
- Microsoft outlook, word, and Excel
- Customer focused
- Customer relations
- Excellent time management skills
Certification
Oliver Wight Integrated Business Planning Certification
Timeline
Customer Service Manager
Lakeview Farms
06.2024 - Current
Demand Planner
Lakeview Farms
02.2022 - 06.2024
Replenishment Manager & Sales Support
Lakeview Farms
09.2019 - 02.2022
Customer Service Manager
Simply Fresh Foods, Inc.
09.2017 - 09.2019
Customer Support Lead
Horizon Sales
10.2015 - 05.2017
Customer Service Representative
Horizon Sales
05.2012 - 10.2015
Customer Service/Sales
Eagle One Golf Products
11.2008 - 10.2010
High School Diploma -
Bayfield High School
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