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Experienced Service leader. Analytical problem-solver with talents for team building, leading and motivating. Excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to establishing KPI's, implementing effective training, and building morale to enhance employee engagement and boost performance. Three plus decades, manufacturing, warranty, product support, and customer management.

• Manage Customer Service team of twelve, supporting US market across 11 brands and 26 categories, servicing multiple sales channels.
• Support ecommerce initiatives, analyze customer user data and collaborate with marketing team to identify website workflow challenges and improve customer user experience.
• Created new Warranty Replacement programs, increasing customer satisfaction.
• Member of ERP implementation team, creating workflows, facilitate testing and create training plan, moving from Avante to SAP.
• Collaborate with Sales Team to identify key issues and improve operations between Sales and Operations.
• Implemented FRONT App across Customer and Tech Service organization to streamline flow of communication and garner key analytics.
• Manage and mentor team of Order Entry, Customer Service, Strategic Account Reps, E-Commerce and Warranty specialists both remotely and in-house staff.
• Coordinated with IT team to build tools for dealer services team, eliminating multiple steps and improving efficiencies in standard daily processes; open order dashboard, acknowledgment sending tool, confirmation sending tool.
• Member of B2B implementation team ensuring order management functions were in place and executed throughout Customer Service, Sales and Customers.
• Develop and Manage tools to support product allocation of 12,000 SKUs across over 5000 Customers.

Customer Service Manager

• Managed Warranty Team of three Warranty Technicians
• Established department SOPs creating 48-hour turnaround of customer product defect issues leading to greater customer satisfaction.
• Developed Warranty field destroy program to create cost efficiencies and timely handling of warranty issues for Retailers.
• Interceded between Customer Service Reps and Warranty Technicians during arguments and diffused tense situations.
• Established and updated work schedules to account for changing staff levels and expected workloads.
• Improved customer satisfaction through application of superior conflict resolution and problem-solving skills.
• Analyzed and solved multi-faceted problems that effected executive leaders and business initiatives.
• Completed bi-weekly payroll for three employees.
• Forecast and order replacement parts seasonally based on development team recommendations and budget.

Warranty Manager

• Supervised team of three Product Technicians.
• Managed product website FAQ pages for fifteen brands.
• Dissemination of product information to Dealer Services team, Retailers and Consumers
• Managed consumer email and phone interactions.
• Developed analytics for monthly and annual email volume.
• Create parts orders, warranty returns, and warranty replacement orders.
• Dissatisfied customer resolution management.
• Interim Dealer Service Supervisor overseeing daily business with twenty-one employees for one year.

Product Tech Services Manager

Doug Spencer is a Customer Service Manager at K2 Sports, LLC in Seattle, WA. View their experience, skills and work history on Malakye — the professional…

Doug Spencer — Customer Service Manager at K2 Sports, LLC

Doug Spencer

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