Lisa Friemoth
Hamilton,OH
Summary
Experienced and results-driven Customer Service Manager with a proven track record of delivering exceptional customer experiences. Skilled in leading and motivating diverse teams to achieve departmental goals. Excellent problem-solving abilities combined with a customer-centric approach to drive improvement and efficiency.
Overview
17
17
years of professional experience
Work History
Consultant
Cornerstone Specialty Wood Products
03.2023 - 06.2023
- Analyzed problematic areas to provide recommendations and solutions.
- Created SOP for the customer service and logistics departments for each process managed in Cincinnati
- Provided in-depth training to the customer service and logistics managers on key ERP practices and tools, products, end of month reports, inventory management, and prioritization of resources, projects, and products.
- Collaborated with accounting team to create and implement a collection SOP, resulting in a reduction in DSO from 50+ Days to 28 Days
Director of Customer Service and Order Fulfillment
Cornerstone Specialty Wood Products
02.2022 - 03.2023
- Coordinate with sales associates and production management to improve customer service and business productivity
- Oversee the recruitment, onboarding, development, and evaluation efforts for the customer service and logistics departments
- Resolve escalated customer service disputes and complaints, leading to increased customer satisfaction.
- Maintain in-depth working knowledge of the company's products, brands, supplies, systems, and processes
- Optimize the arrangement and importance of new projects by assessing inventory and production planning
- Interact effectively with customers, suppliers, and internal teams resolve issues and prioritize projects
- Produce weekly/monthly data reports to ensure sales and production targets are on schedule
- Create, record, track, and maintain end of month inventory reports for stocked parts located at supplier facilities
- Manage 3rd party vendor relationships and projects
Customer Service and Office Manager
Cornerstone Specialty Wood Products
02.2010 - 02.2022
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Develop order entry processes various project applications
- Assign lead time for orders based on production capacity, customer need, and monthly targets
- Work with leadership team to establish monthly budget targets
- Establish and monitor the AR invoice process, collections, AP entry,
- Event coordinator, including holiday parties and employee appreciation events
- Community Outreach Coordinator,including Adopt-A-Class, Adopt-A-Family, and Ronald McDonald House volunteer events
- Oversight of logistics department: collaborate with logistics coordinators and production teams to set priority schedules and establish production planning that align with monthly targets and customer expectations. Responsible for establishing shipping targets and working with cross-functional teams to overcome obstacles
- Oversee facility management: POC for the security, safety, and IT teams, and office equipment & supplies
- HR / OD representative: hire and fire responsibilities, upkeep and present effective practices, work with corporate HR team to update company handbook, POC for employee needs, assist team members with learning and wellness presentations, new hire orientation, pilot group for Team Managed Teams
Customer Service Representative
Cornerstone Specialty Wood Products
02.2006 - 02.2010
- Processed customer orders
- Process supplier purchase orders
- A/R Invoicing, Collections, and AP Entry
- Created and maintained internal quality control reports
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Created quotations for engineering projects with complex Bill of Materials
Education
Business
University of Cincinnati
Cincinnati, OH05.2024
Skills
- Analysis
- Conflict Resolution
- Technical Aptitude
- Staff training and coaching
- Team building and collaboration
- Customer focus
- Creative Problem-Solving
- Time management and prioritization
- Microsoft Office, including Outlook, Word, and Excel
Hobbies
Faith Based Activities
Love to read
Health & wellness
Food Pantry volunteer
Music
Home Improvement Projects
Timeline
Consultant
Cornerstone Specialty Wood Products
03.2023 - 06.2023
Director of Customer Service and Order Fulfillment
Cornerstone Specialty Wood Products
02.2022 - 03.2023
Customer Service and Office Manager
Cornerstone Specialty Wood Products
02.2010 - 02.2022
Customer Service Representative
Cornerstone Specialty Wood Products
02.2006 - 02.2010
Business
University of Cincinnati
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