Carol Spencer

• Responsible for primary oversight of customer care for E-Commerce accounts, to include Amazon, Shopify, Walmart, ebay and Target.
• Run daily reports to assure orders are shipping on-time. Troubleshoot, report and resolve any impediments.
• Respond to a high volume of online messages to provide competent customer service and prompt problem-solving, always with a positive attitude.
• Assist call-in customers with questions and orders.
• Identify and report trends or issues that would impact customer satisfaction.

• Provided leadership support to a team of customer service representatives extending exceptional service to internal and external customers.
• Monitored and provided coaching to assure metrics for incoming calls were met or exceeded.
• Monitored Salesforce to assure emails were processed within 24 hours. Provided support for any issues delaying resolution. Assigned Salesforce cases to the team.
• Handled and resolved escalated emails and phone calls.
• Collaborated with other departments such as Accounting, Credit and Shipping as needed.
• Provided team members with coaching and feedback on all areas of performance, including time and attendance.
• Participated in the hiring process of new CSRs.
• Trained Atlanta new hires and participated in development of training materials.

• Processed customer orders, inquiries, return requests, etc., utilizing SAP.
• Provided timely response and resolution to large volume of assigned emails.
• Supported sales reps by providing essential information such as inventory levels, account status, etc.
• Provide Safety Data Sheets upon request. Recognize requests requiring greater technical expertise and forward as appropriate.
• Promptly report any issues with potential to affect quality of products and/or services

• Answered incoming customer phone calls from customers ordering medical, therapy and fitness brands.
• Handled customer orders, inquiries, return requests, etc., utilizing NetSuite.
• Maintained knowledge of extensive product line to assure customers received an exceptional sales and service experience.
• Provided timely resolution of ebay and Amazon claims, including charge backs
• Assisted with development of departmental training materials.
• Created phone reports for management and review during daily departmental meetings.
• Monitored department and assisted in assuring schedule adherence.

• Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.

• Maintained open lines of communication with Sales and Service personnel to assure field service needs were met.
• Utilized SAP and AS 400 in creation of quotes, orders, returns, etc. Created reports and analyzed data to determine improvement opportunities.
• Monitored call activity using Avaya call management system.
• Set pricing of parts based upon specified pricing guidelines.
• Participated in employment process including interviewing, hiring, and performance evaluations.

• Managed 150 seat call center.
• Planned and implemented call center strategies and operations to assure optimal customer service.
• Utilized AS400 and Avaya systems in performance of daily activities and reporting.
• Managed departmental budget and staffing requirements.
• Managed services for clients who outsourced their call center operations to Bradley Direct.
• Handled escalated customer issues to provide for satisfactory resolution.
• Participated in employment process including interviewing, hiring, and performance evaluations.