Virginia Iliadis

Virginia Iliadis

International Customer Service Supervisor
Currently: Customer Service Supervisor at Bel-Ray Company LLC
Location: BAYVILLE NJ
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Summary

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• Investigate customer problems and find solutions • Direct a team of 6 customer service representatives and a customer service lead • Communicate with customers via phone, email, or letter • Hire, train, and terminate customer service representatives • Developed Q & A training script • Lead major incidents that cannot be resolved by representatives • Resolve complaints, order issues, and issue quality non-conformance reports • Ask customers to provide feedback on agents and customer service experience • Keep abreast of new company products and services • Issue refunds, debit memos, and/or credits to distributors • Oversee product exchanges and returns • Analyze detailed data and statistics and address areas of concern with upper management • Compile and print specific sales reports for all sales agents • Isolate and identify areas of improvement • Trainrepresentatives on how to adequately address problems over the phone or how to write correspondence • Coordinate with management on customer service initiatives • Delegate tasks, customer service duties/responsibilities • Foster teamwork • Utilize social media to respond to customer complaints and praise • Supervise customer service representatives • Travel to trade shows worldwide to meet with distributors to discuss how customer service can provide better support, solve problems, and become more efficient to meet the needs of our customers, etc. • Oversee all Bel-Ray domestic and international order, as well as, all Royal Purple, LLC international orders • Provide support to over 1260 distributors and over 30 outside sales personnel • Presentingself-madePowerPoint presentations on behalf of customer service during distributor trainings • Intercompany transfers and distributor direct PO’s • Provide specific sales reports to sales personnel • Provide marketing support when needed

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