Derek Stewart

This is a new position in the company and I have been tasked with creating it's role, job description and creating and writing the training manual for all new drivers.

Training new employees and continual training for existing employees.

Report on quality and repairs/improvements needed for all equipment and 3 shop locations.

• Optimized returns and investments by effectively managing and directing distribution operations.
• Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
• Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
• Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
• Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
• Cooperated closely with other departments to support achievement of customer experience outcomes.
• Monitored customer feedback to identify areas of improvement in customer experience.
• Investigated customer complaints and escalated issues to address critical requests.
• Documented customer interactions in internal database to maintain customer service history details.
• Trained new customer service agents on policies and procedures to support favorable customer experiences.
• Maintained extensive knowledge of company products to recommend items aligned with customer needs.
• Adhered to established customer satisfaction strategies to support swift issue resolution.
• Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
• Managed logistics budgets and forecasting to achieve cost-effective operations.
• Monitored logistics performance and identified improvement opportunities.
• Coordinated dispatching of 9 drivers to accomplish daily delivery requirements.
• Planned and supervised shipments from production to end-user and scheduled daily and weekly routes.