Netsuite
Kristen Steinhart
Customer Service Manager
Annandale,NJ
Summary
Goal-oriented Customer Service Manager with 10 years of experience in leadership roles. Detail-focused and driven to help employees succeed in meeting and exceeding sales goals. Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement. Smoothly uncovers and solves challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success.
Overview
11
11
years of professional experience
3
3
years of post-secondary education
Work History
Customer Service Manager
GeChaplin Inc.
Flemington, United States
11.2021 - Current
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Completed special projects by using effective decision making, critical thinking and time management skills.
- Developed service procedures, policies and standards.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Took ownership of customer issues and followed problems through to resolution.
- Followed through with client requests to resolve problems.
- Created and reviewed invoices to confirm accuracy.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Kept accurate records to document customer service actions and discussions.
- Proficient in Netsuite
Customer Service Manager
Aeon Furniture
Flemington , NJ
10.2015 - 11.2021
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Completed special projects by using effective decision making, critical thinking and time management skills.
- Developed service procedures, policies and standards.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Took ownership of customer issues and followed problems through to resolution.
- Followed through with client requests to resolve problems.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Created and reviewed invoices to confirm accuracy.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Resolved concerns with products or services to help with retention and drive sales.
- Collaborated with marketing department to launch and manage promotional activities and campaigns.
- Researched and corrected customer concerns to promote company loyalty.
- Proficient in Netsuite
Customer Service Associate
Babaco Alarm Systems
Moonachie, NJ
01.2012 - 10.2015
- Developed and actualized customer service initiatives to decrease wait times.
- Resolved concerns with products or services to help with retention and drive sales.
- Offered basic technical support for clients on wide range of company products.
- Improved operational efficiencies while managing customers requests, store inventory, transactions, new purchase orders and pricing needs.
- Improved customer satisfaction ratings by addressing issues and fostering timely resolution.
- Boosted sales revenue by skillfully promoting diverse service options.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Responded to customer calls and emails to answer questions about products and services.
- Maintained up-to-date knowledge of product and service changes.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Cross-trained and backed up other customer service managers.
- Managed timely and effective replacement of damaged or missing products.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Effective liaison between customers and internal departments.
- Trained staff on operating procedures and company services.
- Sought ways to improve processes and services provided.
Education
No Degree - English Education
Raritan Valley Community College
Somerville, NJ 05.2001 -
High School Diploma -
Voorhees High School
Glen Gardner, NJ 02.1998 - 06.2001
Skills
Inter-department collaboration
Personnel training and development
Customer-focused
Training and mentoring
Exceptional interpersonal communication
Staff Management
Logistics policies and procedures
MS Office expert
Customer Relations
Complaint resolution
Excellent time management skills
Microsoft Outlook, Word and Excel
Administrative support
Purchasing and procurement
Account updates
Effective problem solver
Research and due diligence
Shipping, receiving and warehousing
Software
Excel
Microsoft Office
Timeline
Customer Service Manager
GeChaplin Inc.
11.2021 - Current
Customer Service Manager
Aeon Furniture
10.2015 - 11.2021
Customer Service Associate
Babaco Alarm Systems
01.2012 - 10.2015
No Degree - English Education
Raritan Valley Community College
05.2001 -
High School Diploma -
Voorhees High School
02.1998 - 06.2001