Jodie Hoffman

Freelance Customer Response Freelancer & Collections Freelancer

Location:United States
2 Skills
National Business Furniture
National Customer Service manager2005 - 2011 Edit Responsible for team of 25 members in 5 locations Member of Board of Directors Setting goals and creating action plans for team Monitoring team performance and making adjustments accordingly Hiring and training new team members Handling escalated customer complaints Closely monitoring vendor performance Monitoring and responding to customer satisfaction metrics Responsible for achieving desired performance in regards to: accounts receivable ratios, sales credit rates, cancellation levels, customer satisfaction, employee retention Cooperating with other departments of the company: Sales: Extensive experience with GSA purchasing policies, final approval for Credit over-rides, back-up for sales specialists Logistics: Responding to carrier problems, damage rates, setting freight policies, making packaging recommendations, negotiating claims terms Marketing: Representing the desires of the customers as it pertains to website and catalog changes Merchandising: Recommending product changes based on customer feedback and vendor performance Accounting: Managing collections process, clearing up accounts payable discrepancies Information Technology: Represent the needs of the team members in regards to order system upgrades Senior Management Group: Representing the customer service department on the Board of Directors while working with the group to develop and maintain the strategic path of the Company
Skills (2) Rating
Customer Response