Nikole K. Owens
Mableton,GA
Summary
Customer Experience and Account Support professional skilled in coordinating national account activities, managing client communications, and ensuring seamless execution of programs and contracts. Strong background in order management, reporting, billing processes, and cross-functional collaboration to drive efficiency and customer satisfaction.
Overview
12
12
years of professional experience
Work History
Customer Service Specialist
IMERYS
Roswell, GA
05.2025 - Current
- Serve as the primary post-sale point of contact for accounts, managing inquiries, resolving issues, and providing timely updates to ensure strong customer relationships and satisfaction.
- Act as a liaison between customers and internal teams to coordinate requests, track progress, and ensure timely resolution of issues.
- Strengthen customer retention and operational efficiency by supporting account processes and ensuring seamless communication across teams.
- Coordinate order processing and shipments with logistics teams to ensure accuracy, on-time delivery, and proactive communication of changes.
- Support billing operations, ensuring accurate invoicing, rebates, and commission tracking using SAP and Salesforce.
- Manage consignment and customer inventory programs, performing reconciliations to maintain accuracy and support product availability.
Senior Territory Manager
Reynolds American Inc
Marietta, GA
03.2017 - 02.2025
- Executed national and local brand-building marketing initiatives for a tobacco company that included traditional tobacco, vapor products, smokeless options, and modern oral products, aimed at increasing revenue, enhancing brand recognition, and fostering consumer loyalty within a prominent market territory.
- Developed and implemented strategic plans for product placement and point-of-sale (POS) materials to optimize sales performance and market visibility across diverse product lines.
- Conducted one-on-one consumer engagements aligned with brand marketing strategies to cultivate brand loyalty and increase awareness among consumers for both traditional and alternative tobacco products.
- Analyzed market data to assess customer needs, evaluate sales potential, and devise targeted promotional events while adhering to budget constraints.
- Investigated sales trends to uncover new business opportunities and successfully secured contracts with new accounts within the expanding category of alternative tobacco products.
- Managed a portfolio of 80-100 contracted accounts, consistently achieving a daily call average of 8 to 10 outlets.
- Fostered and nurtured business relationships with independent convenience store owners, local chains, and major retail chains such as Circle K, Murphy Gas, QuikTrip, and Racetrac.
- Mentored and trained new employees through a peer-to-peer development approach, streamlining the onboarding process and enhancing overall team efficiency.
- Member of the British American Tobacco Group (BAT)
Territory Manager
Santa Fe Natural Tobacco Company
Austin, TX
09.2014 - 03.2017
- Managed a territory of over 750 independently owned and corporate chain accounts within a multimillion-dollar territory.
- Built retailer relationships by presenting products and placing point-of-sale materials in retailer locations, developed and implemented mutually beneficial business plans for the company and retailers.
- Improved retailer profitability by ensuring inventory levels were commensurate with sales.
- Planned, sold-in, and executed new product launches while ensuring accounts were equipped with information and product knowledge to support any ongoing marketing efforts.
- Participated in ongoing extensive training on product sales and distribution, consumer marketing brand strategies, effective consumer engagement, and tobacco product awareness.
- Member of the British American Tobacco Group (BAT)
Education
AAS - Paralegal Studies
Kennesaw State University
Skills
- Account & Customer Relationship Management
- Customer Experience & Post-Sale Support
- Order Management & Fulfillment Coordination
- Billing, Pricing & Invoice Accuracy (SAP, Salesforce)
- Inventory & Vendor-Managed Inventory (VMI) Oversight
- Cross-Functional Team Collaboration
- Contract & Account Coordination
- Data Accuracy & CRM Management
- Process Improvement & Operational Efficiency
- Market & Business Analysis
- Sales & Account Strategy Support
Timeline
Customer Service Specialist
IMERYS
05.2025 - Current
Senior Territory Manager
Reynolds American Inc
03.2017 - 02.2025
Territory Manager
Santa Fe Natural Tobacco Company
09.2014 - 03.2017
AAS - Paralegal Studies
Kennesaw State University