Sabrina Hennes
Neosho,USA
Summary
Dynamic Customer Service Manager with a proven track record at Pivot Point Incorporated, achieving an impressive 9.0 average customer satisfaction rating. Skilled in ISO auditing and team management, I excel in complaint resolution and data analysis, driving exceptional service and fostering strong customer relationships.
Overview
19
19
years of professional experience
Work History
Customer Service Manager
Pivot Point Incorporated
Hustisford, Wisconsin
03.2016 - Current
- Provide exceptional customer service to ensure customer satisfaction. On an annual basis, I deploy a Customer Satisfaction Survey to over 4,000 customers who have either placed an order or have been provided a quote. Every year, on a scale of 0 to 10, we have averaged a 9.0 rating or better.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Work with customers to enter orders via email, phone, fax, e-commerce website, or customer portals.
- Manage up to four employees and perform each of their annual reviews.
- Work with the customer to complete their annual USMCA and compliance certificates. For example, RoHS, REACH, Prop 65, PFAS, Conflict Minerals, etc.
- In addition to taking orders, I help to quote parts for customers, troubleshoot concerns, and handle any customer complaints by issuing RGAs and writing customer complaints.
- Every six months, I perform our Customer Satisfaction and Complaint PPIs.
- I am an ISO auditor with the company and perform internal audits.
- I work closely with our Production, Purchasing, Quality, and Shipping teams.
- Manage and maintain the Customer Service Department's work instructions.
- I assist our HR Manager with company events and lead our Annual Chili Cook-off event.
Sales Analyst
HYDRO ELECTRONIC DEVICES, INC aka HED, Inc.
Hartford, WI
10.2015 - 01.2016
- Retrieve customer forecast data to aid in financial, logistics, and production planning.
- Prepare and distribute the weekly and monthly dashboard report to top management.
- Assist in creating the annual sales revenue plan.
- Establish service part pricing, and assist the sales team in preparing quotes.
- Maintain and manage customer scorecards, and present them in the monthly huddle meeting.
- Manage pricing in Syspro, and input selected data in CRM.
- Create customer service surveys, analyze data, propose corporate responses, and follow up with customers.
- Handle all administrative duties and tasks relating to the RMA process.
- Create or run queries.
- Customer service backup.
Customer Service Supervisor
HYDRO ELECTRONIC DEVICES, INC aka HED, Inc.
Hartford, WI
07.2014 - 10.2015
- Supervised Customer Service Team - Consisted of one full-time employee and one part-time employee.
- Prepare and distribute the weekly and monthly dashboard report to top management.
- I participated as an Account Management lead to launch a new customer and their specific customer products.
- Entered orders and acknowledged as needed.
Junior Account Manager
HYDRO ELECTRONIC DEVICES, INC aka HED, Inc.
Hartford, WI
03.2012 - 07.2014
- Managed 20 or more smaller accounts.
- Worked with these customers to maintain satisfaction, and initiated discussions regarding new and upcoming products.
- Assisted Account Managers with top primary accounts.
- Prepare and distribute the weekly and monthly dashboard report to top management.
- Customer service backup.
Customer Service Representative
HYDRO ELECTRONIC DEVICES, INC aka HED, Inc.
Hartford, WI
08.2007 - 03.2012
- Entered orders and work orders.
- Worked with internal and external customers.
- Lead engineering group meetings and assisted with production group meetings.
- Worked with the engineering group to coordinate engineering orders.
- Prepare and distribute the weekly and monthly dashboard report to top management.
- Worked with the Customer Service Manager and assisted when needing forecasts, reports, customer follow-ups, and RMAs (Return Material Authorizations).
- Lead the Customer Service Department when the manager is out of the office.
- Assisted in writing SOPs for the Customer Service role, answering phones, and other miscellaneous duties upon request.
Purchasing Agent
ELLSWORTH ADHESIVES
Germantown, WI
02.2006 - 08.2007
- Promoted from a Contract Specialist position to a Purchasing Agent within a month and a half of joining the company.
- Purchased from over 75 vendors, amounting to more than $1 million worth of inventory, while maintaining over 96% for service levels.
- Responsible for taking care of internal and external customers, helped to maintain monthly and quarterly vendor scorecards, assisted in training new employees on the previous Contract Specialist position, and became a part of the Audit team that was developed to help maintain ISO certification standards.
Education
Associates - BUSINESS MANAGEMENT
MORAINE PARK TECHNICAL COLLEGE
WEST BEND, WI, USA01.2017
Skills
- Microsoft Excel
- Customer service
- Complaint resolution
- Order processing
- Customer satisfaction
- ISO auditing
- Team management
- Data analysis
- Work instructions
- Effective communication
- Problem solving
- Customer focused
- Exceptional telephone etiquette
- Outlook
- PowerPoint
- Word
- Create and run queries
- Problem-solving
Accomplishments
- Account Management, Worked with a team as the lead Account Manager to bring on a new customer that would be generating $2M+ in Sales annually. Lead the Customer Service team to a 100% OTD with this new customer over a 12 month period which certified our company as a top supplier.
- Market Research, Created Customer Service surveys to determine customer satisfaction along with product surveys to help identify what products customers are looking for in particular markets.
- Process Improvements, Lead Customer Service team in going paperless for all customer purchase orders, sales orders, and acknowledgments.
Affiliations
- I am an active member of my children's school PTO and serve as the Secretary on the PTO board.
- I volunteer for our local baseball club and Play 4 Cade Fundraiser
Timeline
Customer Service Manager
Pivot Point Incorporated
03.2016 - Current
Sales Analyst
HYDRO ELECTRONIC DEVICES, INC aka HED, Inc.
10.2015 - 01.2016
Customer Service Supervisor
HYDRO ELECTRONIC DEVICES, INC aka HED, Inc.
07.2014 - 10.2015
Junior Account Manager
HYDRO ELECTRONIC DEVICES, INC aka HED, Inc.
03.2012 - 07.2014
Customer Service Representative
HYDRO ELECTRONIC DEVICES, INC aka HED, Inc.
08.2007 - 03.2012
Purchasing Agent
ELLSWORTH ADHESIVES
02.2006 - 08.2007
Associates - BUSINESS MANAGEMENT
MORAINE PARK TECHNICAL COLLEGE
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