JOHN HODGE
Cedarburg
Summary
Dedicated Senior Customer Service/Inside Sales Representative offering over 20 years of continued customer focused experience. Seeking a high level Customer Service/Inside Sales role requiring strong skills, multi-tasking, attention to detail and organization, with an emphasis on exceeding customer expectations, team development and personal growth.
Overview
24
24
years of professional experience
Work History
Customer Experience Specialist II
Charter Steel
05.2022 - Current
- Responded to high volume of incoming calls and emails utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Documented customer interactions in internal database to maintain customer service history details.
- Maintained up-to-date knowledge of product and service changes.
Account Specialist II
Ellsworth Adhesives
01.2017 - 05.2022
- Support customer needs by fielding diverse questions about issues such as available stock, current prices and upcoming company changes.
- Restructured customer service team to develop a specialized quoting department, trained team members and created processes.
- Collaborate closely with customer service manager on updating of processes as well as day to day management of team.
- Process customer requests for quotes via email, phone and chat, averaging 20-25 quotes per day.
- Enter 10-15 customer purchase orders per day using P21 CRM software.
- Liaise with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Communicate with vendors regarding back order availability, future inventory and special orders.
- Review account and service histories to identify trends and issues.
Customer Service/Inside Sales
Allegis Corporation
01.2012 - 01.2017
- Customer order entry application research for customer product needs.
- Warm calling to past customers/customer follow up.
- Attend trade shows for continual training on new products.
- Managed approximately 30-50 incoming calls, emails, and faxes per day from customers.
- Entered 15-30 quotes and orders per day.
Store Manager/Customer Sales Representative
Radio Shack
03.2001 - 12.2011
- Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements.
- Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands.
- Scheduled and led weekly store meetings for all employees to discuss sales promotions and new inventory while providing platform for all to voice concerns.
- Oversaw receiving and display of incoming products, meeting planned promotions and seasonal rotation for sales events.
- Rotated merchandise and displays to feature new products and promotions.
- Completed all point of sale opening and closing procedures, including counting contents of cash register.
- Engaged and interacted with customers to create positive shopping experiences and drive revenue growth.
Education
Business Management Program -
MATC
Oak Creek, WI01.2005
Skills
- Computer efficient
- Account management
- Good listening skills
- Training development aptitude
- Staff education and training
- Sales expertise
- Quick Learner
- Complaint resolution
- Professional telephone demeanor
- MS Office proficient
- Strategic sales knowledge
- Data entry
- Service standard compliance
- Policy improvement
- CRM software
- Client advocacy
Timeline
Customer Experience Specialist II
Charter Steel
05.2022 - Current
Account Specialist II
Ellsworth Adhesives
01.2017 - 05.2022
Customer Service/Inside Sales
Allegis Corporation
01.2012 - 01.2017
Store Manager/Customer Sales Representative
Radio Shack
03.2001 - 12.2011
Business Management Program -
MATC
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