Scott Kapralick
Landisville,USA
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
17
17
years of professional experience
Work History
Customer Service Manager
Harrington Hoists, Inc
07.2024 - Current
- Oversee all functions of all departments within Customer Service
- Complete processes of interviewing, hiring, training, and coaching etc
- Perform routine annual performance reviews
- Hold review sessions as needed throughout the year to communicate strengths and/or weaknesses that need to be recognized or documented
- Plan and execute changes in responsibilities for department personnel to best service our customers
- Develop and update job descriptions as required
- Develop on-going training programs for department personnel
- This includes working with all internal departments of the company along with participating in Harrington schools, sales meetings, and demo van trips, customer visits etc
- Prepare and submit all quote requests to our major suppliers
- Apply markup formulas as defined to develop prices for quotes to our customers
- Working closely with purchasing to facilitate best lead times and competitive pricing
- Assisting Customer Service team to define complete specifications and requirements
- Complete all requests for NAFTA certificates of compliance
- Provide cost analysis for our products for Sales, Purchasing, and Marketing management
- Work with Marketing/Purchasing to develop and maintain pricing accurate pricing from vendors and update operating system applications
- Approve all credit adjustments/returns by the end of each day
- Backup a portion of the functions of the Customer Service Supervisor
- Backup the functions of all personnel in the department as required
- Participate in new product project teams as assigned
- Upgrade product and procedure knowledge on a continuous basis to properly perform job
Customer Service Supervisor
Harrington Hoists, Inc
06.2021 - 07.2024
- Continually working with Customer Service to set standards of positive attitude and performance for the department
- Serve as an example and motivate the department to follow standards set in place
- Consistently monitor workload and activities of the Customer Service Department
- Guide personnel as needed for the best use of their time and highest productivity levels
- Delegate tasks to Customer Service Leads
- Provide on-going training as required by Customer Service Representative(s)
- Handle order changes from the Factory and Customer Service Representative(s) or redirect to appropriate Customer Service Representatives(s)
- Involved with Customer Service Manager for hiring process of new employees for team
- Meet with team members to present yearly performance reviews
- Field Questions from other departments and provide answers or redirect inquiry or task to appropriate team member
- Other departments include Purchasing, Engineering, and Production
- Responsible for monitoring all time stamps during the day and PTO requests
- Handle complaints from both staff and customers as they arise
- Coordinate with Customer Service Manager as needed
- Complete special project assigned by Customer Service Manager
Technical Sales Representative
Harrington Hoists, Inc
12.2018 - 06.2021
- Providing technical assistance/customer service to all crane related inquiries
- This involves overhead bridge cranes, jib cranes, and below the hook product etc
- Reviewing bid specs and meeting customer deadlines, as necessary
- Discussing drawings with end users and distributors to determine application and verifying the request to quote accurately
- Upon request by the customer, provide CAD drawings and 3D drawings
- Processing orders, special quotes, working directly with engineering/purchasing, and attending daily production meetings
- Making sure all approval drawings are returned on time and providing engineering any updates needed/requested by customer to meet their specifications
- Updating sales force daily with current ship dates for all orders, assisting sales when an expedite is needed and working with materials/engineering to find a solution best for the customer, and providing sales any requested information helping us as a company have a better opportunity of capturing the business
- Offering guidance to the Customer Service department for all inquiries and taking responsibility for being the bridge to engineering upon request
- I have experience with our Banc program and now a backup contact as requested from Customer Service Manager; Also, providing backup assistance for one of our key accounts Kenrich
Senior Customer Service Agent, Team Lead
Lift-All Company
07.2007 - 12.2018
- Execute exceptional customer service by meeting customers’ requests for quotes, order processing, special shipping requirements, and offering solutions to specialized lifting applications while utilizing an in-depth knowledge of our product line
- Assist Customer Service Manager with the interviewing process and selection of new hirers
- Train new employees with respect to our product line, operating systems, overview of company business practices, distributors and vendors
- Communicating with export customers to process requests for quotes, order processing, handling specialized applications, and arrange shipping methods for overseas orders
- Maintaining customer stock requirements and delivery dates
- Assist outside sales force through daily communication to effectively enhance customer relations through repeat business, while simultaneously alerting the sales force to customer pricing and lead time concerns or specific customer requirements to proactively avoid lost business
- Work directly with Regional and District Managers to increase sales
- Respond to specialized customer requirements, working directly with the engineering department to offer solutions to customized lifting applications, including reviewing, maintaining and aiding in the modification of drawings when necessary
- Gathering information, communicating with members of management and creating solutions with respect to pricing adjustments, profiles and high-level customer concerns to ensure situations are resolved in a timely manner
- Supervising the Customer Service Team
- Field daily questions from members of the department while providing guidance, learning and /training opportunities to enhance and increase department product knowledge
Education
Macro Economics, Micro Economics, Intro to Software
HACC
Lancaster, PA08.2004
Skills
- Personnel Management
- Business Process Improvement
- Inter-department collaboration
- Purchasing and procurement
- Team leadership
- Problem-Solving
- Team Building and Leadership
Other
Was a member of the Lift-All Wellness Committee Member
References
Available Upon Request
Timeline
Customer Service Manager
Harrington Hoists, Inc
07.2024 - Current
Customer Service Supervisor
Harrington Hoists, Inc
06.2021 - 07.2024
Technical Sales Representative
Harrington Hoists, Inc
12.2018 - 06.2021
Senior Customer Service Agent, Team Lead
Lift-All Company
07.2007 - 12.2018
Macro Economics, Micro Economics, Intro to Software
HACC
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