Katie lunder

Plan and manage sales territories; Manage a portfolio of 75 Level 1 dealers independently. Partners with a peer to manage 325 Level 2-4 dealers. Maintains established dealer relationships, effectively communicates, providing exceptional customer service and satisfaction. Respond to inbound dealer inquiries; research and vet potential dealers for the best possible partnership. Successfully onboard new dealers/retailers from dealer agreement to uploading into Netsuite and Magento systems. Develop, prepare and present sales proposals and strategies which include quarterly sales, customer satisfaction surveys and giveaways. Performs market analysis to identify the target market, market conditions, customer behavior, industry trends, and competition. Responsible for generating accurate reports in the Netsuite program and Excel Spreadsheets. Effectively handle 75+ quotes/week for all current and prospective dealers. Consistently surpassed sales goal by 5% or more each month. Compose, prepare and send out mass email flyer blasts to dealers for updates and promotions via Netsuite Workflows. Redeveloped the dealer program agreement to improve the clarity of policies/procedures; ensured dealers upheld policies and best practices and improved payment processes for dealers. Monitor dealers' expenditures and collaborate with dealers in danger of failing to hit their annual buy-in. Developed and implemented a new dealer level to improve sales by 40% in the first 3 months. Became well-versed in product knowledge for many different manufacturers the company offers. Support, attend/participate in business/trade/community events that impact business units. Assist dealers in tech support issues, submitting their warranties to tech support, and escalating urgent matters. Selected by the Sales manager to provide management support during busy times. Ensured sales orders were invoiced, and payments were collected correctly and on time. Researches and resolves accounts payable discrepancies within the Dealer Program Assist with gathering tax information for external audits for Dealer Program Quickly respond to dealer questions regarding payment, billing, and refund requests. Collaborated with purchasing manager to place large stocking or special order items. Became well-versed in Netsuite Processes and implementation to make the company more efficient. Improved several company forms within Netsuite to provide pertinent information for the sales/warehouse team, increasing efficiency in order fulfillment by 35% and decreasing order duplication by 30%. Organized and reduced unfulfilled orders by more than 60% to less than 200 orders in the first month. Coordinated with the operations manager in setting up communication and ordering for the company apparel. Assisted the HR manager in processing all employee and company files. Update back orders and inform customers as needed for updates. Improved the processes in building hardware kits in the warehouse, reducing waste by 20%. Input vendor invoices into netsuite. Balance customer payments between netsuite and the payment portals paypal and braintree.

Spearheaded spare part project; collaborated with product procurement team to obtain and list spare parts on the website, reducing volume by approximately one-third of calls/cases. Collaborated with other project team members to design, develop, and launch the company's redesigned website. Provided technical assistance in fitments for vehicles and their accessories, which included troubleshooting fitment issues rapidly. First point of contact for customer service, technical support, and order processes for several wholesale distributors/retailers. Managed a high volume of calls/cases of 100+ calls/day and independently resolved technical and other support services efficiently in a high-paced, complex environment. Managed sensitive matters on behalf of the C-Suite with a high level of confidentiality and discretion, especially decisions impacting executive accounts to imperative cases regarding engineering. Collaborated with the Australian Customer Service team to oversee all social media platforms via Hubspot and moderated user content to ensure all engagement with the brand was appropriate and reduced customer support requests by 20% by engaging with customers when issues arose. Create and streamline customer service-related policies for the team to streamline operations and improve customer experience. Recruited, onboarded, and trained new customer service representatives on product knowledge and processes for 5,000+ SKU numbers to increase team productivity. Participated in integrating the new Oracle Netsuite system and new phone system 3CX to handle hundreds of daily calls, including Wholesale distributors, Retailers, and Consumers. Developed training documents, policies, and procedures for ERP Netsuite rollout pertaining to customer service, return authorizations, and warranties.

• Administered exercise & fitness testing for all West Metro personnel, applicants, and surrounding fire departments. • Conducted over 600 fitness assessments for fire personnel including, body composition, vitals, muscular strength/flexibility. • Prescribed individual exercise programs for academy trainees, current personnel, and in-building individuals. • Created post rehabilitation programing for firefighters with work related injuries. • Created a 20-week workout schedule for West Metro’s largest (as of May 2016) 50 cadets and supervised daily workouts. • Created and presented PowerPoint presentations to educate academy on general nutrition knowledge. • Provided administrative support to the wellness/worker’s compensation manager.