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Customer Service/Admin

Experienced Customer  Service Manager,  focused  on staff development to  provide customers a  praiseworthy experience  and increase sales.

Provide general small-office support for Fortress Group, LLC--maker of Crush & Kreed sunglasses.

 * Provide customer service to retail accounts and end consumers 
 * Receive, acknowledge, process and invoice key account EDI POs using SPS
 * Process online orders received through WordPress website using WooCommerce dashboard
 * Process orders for Sales team, ensuring timely delivery of product and providing order status/tracking updates to sales reps and their accounts
 * Create sales reports for National Sales Manager
 * Support Accounts Receivable by entering invoices in QuickBooks and SPS
 * Assist Marketing in distribution of sales materials to sales reps
 * Answer phones and greet clients in lobby for office managers
 * Miscellaneous tasks such as filing and ordering office supplies
 * Walk President's dog when duty calls
 * Maintain a willingness to do whatever needs to be done, and wear many hats simultaneously, as is often required in a small office

* Managed staff of up to fifteen customer support/inside sales/travel representatives for a high growth public company with focus on staff development, providing outstanding
customer experience
* Oversaw all call center workforce needs including: recruiting and hiring, new hire
orientation and training, scheduling, monitoring timecards and overtime, and performance reviews
* Successful CSR recruiting resulted in 40% retention of 4+ years, with over 25% of CSRs advancing in the company
* Provided frequent product/service training and testing to ensure all CSRs were
knowledgeable with both sports collectibles and PSA’s service offerings, equipping them to provide accurate information to every customer and promote relevant add-on services to increase sales
* Conducted call and email quality monitoring to identify coaching opportunities and achieve a positive contact experience for every customer
* Implemented and utilized Mitel Automatic Call Distribution with prairieFyre reporting
system to create measurable metrics, efficiently staff and schedule call center workforce, and set customer service goals for the company
* Maintained an 80/30/<3 Call Center Service Level
* Coordinated with I.T. through major upgrade of DynamicsNAV (ERP/CRM), providing
feedback, suggesting customization changes, and managing CSR training to ensure
seamless transition 
* Supervised travel and exhibition set up for up to 40 trade shows per year in the sports
collectibles industry throughout the US
* Resolved escalated client concerns or problems to ensure total customer satisfaction

Customer Service Manager

Find out detailed information about Laura Rosenberg, Customer Service/Admin in RANCHO SANTA MARGARITA, CA, CA

Laura Rosenberg: Customer Service/Admin in RANCHO SANTA MARGARITA, CA, CA

Laura Rosenberg

Crush & Kreed Eyewear

PSA (Professional Sports Authenticator)

Cal State Univ