Jean Moore
Customer Service Manager
McDonough,GA
Summary
Motivational leader and persistent problem-solver with advanced supervisory, team building and customer service skills. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance. Adept in working in diverse, mission-driven fast-paced environments demanding strong organizational, technical and interpersonal skills. Accomplished in providing solutions and options to meet customer and company goals. Superior client relationship skills. Proven change management facilitator. Strong distribution, manufacturing and logistics background with experience stepping into roles and quickly making positive changes to drive strategic company success.
Overview
35
35
years of professional experience
Work History
Customer Service Manager
Confidential
Jackson , GA
2020.07 - Current
- Successfully manage a 5 person North America customer service team for global pest control equipment manufacturer, managing daily operations, and identifying opportunities to improve customer satisfaction.
- Manages, trains, develops and evaluates customer service team to ensure timely and accurate order management from point of sale through delivery operating in MS Dynamics 365 Supply Chain Management MRP system.
- Responsible for ensuring that all communication to customers follow set service level professional standards when providing information to inquiries regarding order status, pricing, product information, technical troubleshooting, location of authorized dealers, and warranty procedures.
- Selected as 1 of 20 Change Management Facilitators globally, training over 200+ employees in North America at all levels in two full-day sessions on Lean Management, empowerment, engagement, collaborative teamwork, root cause analysis, and continuous improvement.
- Coordinate with outside sales team to resolve escalated customer issues, ensuring satisfaction while building long-term relationships contributing to a 25% increase in customer retention.
- Developed all SOP's, written instructions and processes for customer service department functions, prior to this implementation no standardized system existed.
- Established KPI's and metrics for customer service department to maintain 97% customer service rating for order entry, and claim resolution published on CS department SQDCP Visual Management Board.
- Implementation manager for Customer Service & Sales functions for system migration from SYSPRO ERP to MS Dynamics 365 Supply Chain Management MRP system, working daily with IBM for 9+months ensuring master data, system needs and successful testing prior to go-live date.
- Awarded Pelsis 2023 North America Change Agent of the Year.
- Work closely with Production and Supply Chain to ensure orders are managed to OTIF standards, maintaining FIFO and advising customers of manufacturing delays proactively.
- Manage and maintain pricing/trade agreements for 3 brands across 3 customer tiers.
- Responsible for daily workforce management including hiring, training, disciplinary actions, terminations,hybrid work scheduling, time and attendance, career succession planning while maintaining departmental budget.
- Oversaw, provided direction and approval for OS&D's, defective replacement, RMA's, warranty claims, credits, debits and sample orders.
- Drove customer escalations to resolution by engaging directly with customers with plan that worked best for customer.
- Administrator for Amazon Seller Central product lines.
- Coordinated all transportation arrangements for our international customer segment, working with carriers directly, providing commerical invoices, customs documentation, BOL's and shipping labels to our shipping department as shipments are finalized as they manage domestic shipments only.
- Administrator for Ring Cental VOIP system for plant, setting up all RC phones, department call queues, phone answering system verbiage and data analytics.
- Track customer concerns in CRM in order to document interactions to streamline customer service process steps and identify trends for improvement.
- Work closely with Quality Management to stay on top of possible production deficiencies based on customer feedback, defect and warranty claims to generate CAR's.
Sales Administrative Coordinator
RT Realty
Atlanta , GA
2013.01 - 2020.06
- Devise, track and implement sales incentives and coordinate day to day operations of sales staff in order to maximize sales goals
- Maintained CRM database with client sales interactions, activities and requests
- Provide superior customer service to clients with timely response to all inquiries
- Responsible for performance reporting, sales trends and weekly sales meetings
- Prepared month-end sales and commission closeout payment authorizations
- Responsible for client follow-up satisfaction reporting and client referrals
- Supports recruiting function in hiring process from initial job requisition through on-boarding, performed reference and background checks on incoming personnel
- Provide day to day HR support including data entry, meeting and event management and general administrative support
Account Manager
Satair USA
2006.03 - 2012.12
- Provided all aspects of aerospace sales and customer service of OEM and aftermarket aircraft spare parts including quotation creation, order processing of EDI/SPEC/SAP purchase orders, tracing to delivery through invoice payment
- Responsible for backorder reporting, sourcing escalation, fleet inventory management and logistics reporting including root causes analyses disrupting performance level requirements
- Ability to build customer rapport quickly by being an empathetic listener and recommending solutions and options to meet customer demands
- Provided effective and timely resolution of customer inquiries while striving for one-call resolution of customer service issues producing 96% customer ratings
- Maintained yearly pricing and stock contracts working with supply chain to ensure parts availability assignments based on contractual obligations
- Adept at identifying customer needs and presenting appropriate service offering while maintaining lowest team average of 3% return/rejected goods
- Attended quarterly/yearly business reviews to review time period customer satisfaction performance and review upcoming fleet changes/parts needs
- Administered vendor RMA warranty returns, repair and replacements
- Selected as global team member on quote to sales conversion pilot program
- Handled a high influx of inbound calls 75-100 daily within a dynamic call center environment while monitoring customer service team call escalation needs
- Track record of assisting in design and implementation of reporting procedures which increased sales and reduced labor costs and project management to improve customer satisfaction and repeat business
- Worked extensively to maintain 30-day currency on receivable accounts including collections, account holds and bankruptcy sales and procedure to avoid bad debt/write off/outside collections.
Customer Service/Logistics Coordinator
Access Worldwide
2001.04 - 2006.03
- Responsible for all aspects of customer management, inbound logistics and global export for 3PL (3rd Party Logistics) international mail/freight company including dispatch management, invoicing, pricing, conflict resolution, customer retention, relationship building, resolving customer inquiries, product and service concerns, and sales support
- Responsible for collections/bad debt recovery of accounts, maintained 30-45-day ratio consecutively for 5 years on all accounts with no write-offs recorded
- Provide leadership and direction in operational functions and responsible for daily production meetings between customer service, operations and production
- Procurement management, inventory cycle counts and quality control
- Responsible for logistics management, print production, fulfillment coordination, courier dispatch, database/project management and order track to trace invoicing
- Successfully imported over 950,000 lbs of mail and freight without loss or incident consecutively for five years
- Responsible for global imports and exports including providing SED’s, BOL’s, pre-alerts and commercial invoices for local, LTL and long-haul transportation
- Worked extensively with vendors building relationships, ensuring reduction in costs, and quality objectives are met.
Human Resource Specialist
United States Army
1989.12 - 1998.12
Education
B.S. Human Services - Management, Sociology & Psychology
Gordon State College
Diploma -
Smithfield High School
Skills
- Service Delivery Optimization
- Technical Support
- Training and mentoring
- Workflow Management
- Quality Assurance
- Complaint resolution
- Account Management
- Sales Promotion
- Work Prioritization
- Cross-Functional Collaboration
- Relationship Building
- Excellent time management skills
- Problem-Solving
- Workforce Management
- Training programs
- Customer Relationship Management (CRM)
Office Technology Skills
- MS D365 (SCM & CRM)
- SAP
- SYSPRO
- MS Office Suite
- MS Word
- MS Excel
- MS Access
- MS Power Point
- MS Outlook
- MS Forms
- Salesforce
- Nutshell
- Lotus Notes
- Adobe Acrobat
Accomplishments
Awarded North American Change Agent of the Yeat 2023.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Manager
Confidential
2020.07 - Current
Sales Administrative Coordinator
RT Realty
2013.01 - 2020.06
Account Manager
Satair USA
2006.03 - 2012.12
Customer Service/Logistics Coordinator
Access Worldwide
2001.04 - 2006.03
Human Resource Specialist
United States Army
1989.12 - 1998.12
B.S. Human Services - Management, Sociology & Psychology
Gordon State College
Diploma -
Smithfield High School
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