Suzanne Chapman
Kent,USA
Summary
Customer-focused leader with over 15 years of experience in strategic pricing, market development, and customer service in the manufacturing industry. Proven record of driving sales growth and customer delight through relationship building and expert quotation management. Passionate about solving problems quickly and delivering 5-star service in fast-paced environments.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
HEXPOL Silicone Compounding
Akron, Ohio
03.2018 - 09.2024
- Generated and delivered over 800 accurate price quotations in FY21, achieving a 42% success rate, directly contributing to sales objectives.
- Cultivated and maintained strong, long-term relationships with over 147 key accounts, consistently delivering customer service excellence and fostering client loyalty.
- Proactively engaged with customers post-sale to ensure satisfaction and efficiently resolve technical or service concerns, enhancing overall customer support.
- Contributed to a significant 285% divisional sales growth over five years by developing and strengthening strategic customer relationships.
Market Development Manager
Parker Hannifin Corp.
Ravenna, Ohio
07.2011 - 06.2015
- Coordinated presentation of five-year growth strategy to corporate leadership, highlighting project management expertise.
- Leveraged analytical skills to drive 3.3% year-over-year organic growth through market research and sales opportunity identification.
- Increased revenue from $5.4M to $7.4M within one fiscal year by managing National Account & Pioneer sales channels effectively.
- Achieved steady 3% organic growth annually through implementation of targeted market penetration strategies.
- Provided vital trade show intelligence for five target markets, supporting informed strategic decisions.
Strategic Pricing Manager
Parker Hannifin Corp.
Ravenna, Ohio
07.2009 - 06.2011
- Directed and mentored a team of four pricing specialists, overseeing the daily and complex requirements of the quotation department, ensuring accuracy and efficiency.
- Executed five strategic pricing initiatives, including rebate and direct quotation adjustments, which generated $3.3 million in pricing gains in FY11.
- Spearheaded three quotation turnaround improvement initiatives, optimizing departmental processes, and enhancing responsiveness to client needs.
- Developed and implemented strategic pricing frameworks that improved gross margin from 31.1% to 33.3%, demonstrating strong analytical skills.
- Established clear team priorities, managed schedules, and monitored performance to ensure consistent delivery of high-quality work.
- Identified and resolved performance gaps through targeted coaching and continuous improvement activities, fostering team development.
Price Control Manager
Parker Hannifin Corp.
Ravenna, Ohio
12.2007 - 06.2009
- Ensured strict compliance with industry standards and company policies by meticulously inspecting inbound and outbound products, demonstrating exceptional attention to detail.
- Developed and implemented robust production control plans and comprehensive work instructions, enhancing operational efficiency and quality assurance.
- Mentored and motivated team members, fostering professional growth, and a culture of excellence within the department.
Education
Associate of Applied Science - Business Management
University of Akron
Akron, OHTimeline
Customer Service Representative
HEXPOL Silicone Compounding
03.2018 - 09.2024
Market Development Manager
Parker Hannifin Corp.
07.2011 - 06.2015
Strategic Pricing Manager
Parker Hannifin Corp.
07.2009 - 06.2011
Price Control Manager
Parker Hannifin Corp.
12.2007 - 06.2009
Associate of Applied Science - Business Management
University of Akron