Pia Hardy
Lexington,North Carolina
Summary
Adept in customer service, account management, and onboarding, with a proven track record of driving customer satisfaction and delivering exceptional results. Possesses exceptional organizational and communication skills, complemented by a strong ability to foster productive relationships and facilitate cross-functional collaboration.
Overview
27
27
years of professional experience
Work History
Sr Food Service Coordinator
PepsiCo
Winston-Salem, NC
12.2023 - Current
- Establish immediate and effective communication with customers as they are onboarded with PepsiCo.
- Submit resale, W9, and payment terms on accounts for processing.
- Effectively drive customer satisfaction through superior service and execution.
- Develop and maintain business partnerships with an extensive range of key, internal, and external partners (Frontline and Director).
- Proficiently engage in direct communication with customers, sales, GTM, PES, and location partners to improve customer relations.
- Provide feedback, recommendations, and analysis to leadership to ensure best-in-class customer service.
Delivery Execution Analyst
PepsiCo
Winston-Salem, NC
01.2022 - Current
- Provide crucial support to key initiatives for PepsiCo Distributor Partnership (PDP), Foodservice Routing, Org Hierarchy, MCR, and Account Maintenance, resulting in a 97% on-time delivery rate
- Effectively manage and maintain customer information, ensuring precise communication with Channel Managers for various setups, including DSD, PDP, and Dual accounts
- Enforce strict compliance with wiring principles, resulting in 0.5% error rate by collaborating seamlessly with cross-functional teams, including FSRs, KAMs, BDMs, and PDP Managers
- Proficiently oversee account maintenance, including account movement, holiday and activity imports, and rerouting, consistently adhering to established guidelines and achieving 95% customer retention rate
MEM Supply Chain Move Scheduler
PepsiCo
Winston-Salem, NC
01.2018 - 01.2022
- Proactively communicate with 50 to 70 customers daily to optimize equipment logistics, confirming installations, pickups, and onsite moves
- Coordinated installation routes with Marketing Equipment Managers and Food Service Reps, enhancing operational efficiency and addressed field partners' emails and critical issues
- Monitored equipment orders and provided daily reports on aging orders to reduce account receivables
Pricing Coordinator
PepsiCo
Winston-Salem, NC
01.2011 - 01.2018
- Accurately maintained and communicated pricing information for key customers across various timeframes (daily, weekly, quarterly, and annually) within financial systems
- Collaborated with National Account Sales Managers, Channel Manager, and Key Account Managers to support nationwide programs
- Efficiently handled business transactions, inquiries, and pricing input within defined SLA standards, ensuring prompt issue tracking and resolution
Support / Onboarding Agent
PepsiCo
Winston-Salem, NC
01.1998 - 01.2011
- Successfully onboarded new customers to the Pepsi Direct selling method, ensuring a smooth transition and understanding of account details
- Managed both inbound and outbound Pepsi orders during high call volume days, demonstrating effective multitasking and customer service skills
Education
AAS - Business Administration
Forsyth Technical Community College
Winston-Salem, NCSkills
- Delivery Execution
- Account Management
- Onboarding
- Customer Retention
- Problem Resolution
- Customer Success
- Team Collaboration
- Microsoft Office Suite
- SAP
- SaaS Support
- Relationship Building
- Process Improvement
Timeline
Sr Food Service Coordinator
PepsiCo
12.2023 - Current
Delivery Execution Analyst
PepsiCo
01.2022 - Current
MEM Supply Chain Move Scheduler
PepsiCo
01.2018 - 01.2022
Pricing Coordinator
PepsiCo
01.2011 - 01.2018
Support / Onboarding Agent
PepsiCo
01.1998 - 01.2011
AAS - Business Administration
Forsyth Technical Community College