FRANK KUHLMANN

• Engaged clients through effective communication and interpersonal skills, which helped to develop lasting relationships.
• Followed up with customers by phone and email to resolve issues quickly and answer questions.
• Processed customer orders and resolved questions and concerns regarding products, pricing and availability.
• Coordinated with warehouse department to pull products for customers.
• Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
• Managed the processing of sales orders, ensuring accuracy and timeliness from placement to delivery.
• Prioritized daily workflows, inbound calls, quotes and sales-related inquiries.
• Collaborated with vendor representatives and company customers to set up optimal delivery schedules.

• Extremely knowledgeable in Schluter Systems' integrated family of products, including bathroom and wet room systems, Profiles, and Heating systems.
• Increased knowledge base usage by creating detailed articles on common product issues and solutions.
• Followed up with customers to verify resolution of reported issues and initiated product replacement for unresolved problems.
• Managed a high volume of support tickets, maintaining a consistent record of prompt resolution times.
• Developed strong relationships with clients, resulting in increased trust and loyalty to the company''s products.
• Performed troubleshooting and tested customer issues via phone, email, and remote assistance software.

Solely responsible for selling, ordering, and sharing knowledge of all Schluter Systems at this location

• Increased sales of Schluter Systems by 25% over 6 months
• Worked closely with inside sales team to coordinate efforts around lead generation, prospecting strategies, and follow-up protocols for maximum efficiency.
• Participated in ongoing training sessions to stay current on industry trends and best practices in marketing inside sales techniques.
• Increased sales revenue by consistently meeting and exceeding monthly quotas in a fast-paced inside sales environment.

• Advanced troubleshooting skills and ability to handle, and address escalations resulting in a business outcome of resolved customer complaints
• Established rapport with repeat customers through personalized service that fostered loyalty towards the brand.
• Exhibited comfort in upselling and providing options in products to increase sales
• Collaboration with sales team, Sales Service Centers, vendors, Customer Support teams, and buyers to increase the Customer Experience
• Acquired knowledge of customer base and unique customer requirements to best support Daltile customers
• Maintained accurate customer records in all software systems, CRM, Oasis, SAP, ERP, and other programs as trained
• Handled cash transactions accurately, maintaining accountability for all financial exchanges at the front desk.
• Streamlined check-in and check-out processes for increased efficiency and guest satisfaction.
• Assisted in training new team members on company policies and best practices for optimal performance.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.