Mel Hoernemann

Responsibilities

Customer Service Strategy

• Contribute to the overall development and execution of the customer service strategy, aligning it with the company’s goals for customer service of building competitive advantage and simplifying customer service interactions.

Leadership

• Recruit, train, and develop a high-performing customer service team.
• Lead, manage and measure team workflow and resources to achieve high team performance and exceptional service standards.
• Provide strategic direction on all customer service initiatives, as well as focus on the continuous improvement of back/middle office, support processes, develop reporting practices, onboarding programs and employee development.
• Provide leadership to all customer service functions, including activity that touches customers, suppliers and other key stakeholders in search of specific customer needs.
• Lead by influencing others not directly in the customer service organization through Influential leadership, leveraging a matrix environment and working cross-functionally.

Customer Issue & Inquiry Resolution

• Ensure the team provides timely and effective resolution to customer issues concerning onboarding, quotes, contracts, orders, credit, fulfillment, delivery, billing, payment/collection, and disputes.
• Develop and document detailed customer inquiry escalation paths, processes and solutions with cross-functional stakeholders to mitigate customer issues.
• Enable the front-line employee to deliver customer resolution needs quickly and timely (leveraging KPIs, technology, etc.)
• Develop and implement a strategy focused on gathering regular customer feedback, reporting on the feedback to cross-functional stakeholders and incorporate it into process and tool improvements.

Process Standardization & Continuous Improvement

• Continuously assess and improve the customer service processes, tools, and technology to maintain high service delivery standards.
• Make recommendations, develop, and implement standardized processes for customer service operations to enhance efficiency and consistency, making it easy for customers to do business. Escalate and work with the appropriate departments to recommend and/or collaborate on solutions.
• Manage individual and department performance utilizing performance metrics/KPIs. Regularly monitor and review performance against these metrics with the team and individuals while delivering necessary training and improvements
• Ensure customer-focused initiatives/processes are beneficial for both the customer and Ceramic.

Employee Training & Development

• Partner with colleagues to create and deliver comprehensive training programs to ensure team members are well-equipped with the necessary skills and knowledge.
• Formalize continuous cross-functional training programs, document, and train other departments.

Directly supervise 18+ employees to provide security duties for game day operations during Minnesota Vikings home games.
Conduct employee training sessions on procedures and conflict resolution.
Responsible for placement of security personnel to maintain crowd control and prevent unauthorized entry into secured areas.
Coordinate or appoint appropriate personnel for escorts of high profile persons.
Provide directions to fans for seating and other locations to enhance their game day experience.
Coordinate and dispatch the appropriate personnel to areas after transmitting or receiving radio calls to or from command post.
Administer corrective action, citations or ejections of fans and employees that violate the NFL and Minnesota Vikings Code of Conduct.
Complete all paperwork including time logs and incident reports.