Dawn Rivard

• Managed day-to-day business operations.
• Consulted with customers to assess needs and propose optimal solutions.
• Trained and motivated employees to perform daily business functions.
• Evaluated suppliers to maintain cost controls and improve operations.

• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Responded to customer calls and emails to answer questions about products and services.
• Responded to customer needs through competent customer service and prompt problem-solving.
• Maintained and managed customer files and databases.
• Coordinated logistics for customer orders.
• Resolved concerns with products or services to help with retention and drive sales.

• Partners with Sales Operations Manager to develop and execute on a plan to expand contract manufacturing sales with existing customers.

• Develops and executes on sales/business expansion plans for new/existing customers.

• Fosters the development and retention of customer loyalty including periodic reviews, phone calls, and site visits.

• Monitors the status of all scheduled shipments weekly and communicates any discrepancies and resolves issues.

• Ensures that all sales orders are updated in a timely manner with respect to any changes (i.e., cancellations, slips, advances, etc.)

• Obtains Customer Report Cards – Customer Satisfaction (Quality/On Time Delivery), analyzes report data for accuracy, and communicates any discrepancies to customer for resolution or clarification.

• Functions as the internal expert for all assigned customers.

• Maintains close customer contact on all open and unresolved issues pertaining to customer orders or returns.

• Analyzes quotes to identify and resolve potential issues with pricing, delivery and other strategic concerns.

• Maintains thorough knowledge of all RFQs/RFIs for applicable customer communications and strategies.

• Assists in the quotation process so that in-depth knowledge of customer requirements is carried successfully.

• Train additional teams on the provision of effective technical support.

• Assist top-tier management and Operations Department with the introduction of new products.

Establish a strong rapport with dealers; responsible for client relationship development and retention.

Account & Technical Support Manager Bedford, NH

• Communicate with customers online, over the phone, and in person.

• Provide expedient technical support for the full range of company products and services.

• Respond promptly to all inquiries; resolve customer complaints in a swift and satisfactory manner.

• Sales and purchase processing; provide support to more than 100 dealers and distributors worldwide with the fulfilment of their orders; coordinate with diverse, global organizations and retailers; manage international orders and deliver worldwide technical support.

• Train additional teams on the provision of effective technical support.

• Assist top-tier management and Operations Department with the introduction of new products.

Establish a strong rapport with dealers; responsible for client relationship development and retention.

• Managed a broad account base of large, corporate clients; processed their orders of customized Teradyne products quickly and efficiently to ensure prompt and accurate dispatch.
• Assisted leadership with handling operations, manufacturing, inventory, and distribution; coordinated the organization and output of each, which expedited the production process and streamlined order fulfilment; integral in a fast-moving environment.
• Analyzed and actioned MRP requirements, production flow, order amendments, prioritization status, shipping and returns; delivered exceptional customer service at all stages of enquiry.