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Senior Customer Service Manager @ Bollé Brands | Customer Service Expert

Customer Service & Support

As the Senior Customer Service Manager at Bollé Brands, I lead the customer service team of supervisors and associates across four divisions: Wholesale, Consumer, RX, and Safety. With over six years of experience in the sporting goods industry, I have developed a deep understanding of the needs and expectations of our customers, sales representatives, and business owners.

I create and implement customer service policy recommendations that align with the strategic direction of the brand, and oversee the day-to-day activities of the department, including budgeting and planning. I also leverage my skills in SAP, Netsuite, and Salesforce to optimize the efficiency and effectiveness of our processes and systems. My mission is to create a unified and motivated customer service team that delivers high-quality service and satisfaction to our clients.

Lead the customer service team of supervisors and associates of our Wholesale, Consumer, RX and Safety Divisions. The team addresses the problems or concerns of our customers, sales representatives and business owners. Create and Implement Customer Service policy recommendations that align with the strategic direction of the brand. Oversee day to day activities of department function, including providing input for budgeting and strategic
planning.

Create a unified Customer Service team through effective communication, team building, motivation and recognition.
Develop and document procedures to improve response times and customer satisfaction, and review/refine them on a regular basis.
Identify and implement process improvements in Customer Service.
Work with other departments on improvement projects in their areas that encourage cross-functional efficiencies.
Provide back-up assistance to sales support and warranty processing.
Work with shipping department to resolve shipment issues and ensure orders are shipped correctly and on time.
Assess and fulfill the training needs of the Customer Service team.
Handle the more complex customer issues as well as escalated customer calls as needed.

Senior Customer Service Manager

Social Media Director

Oversee day to day activities of department function, including providing input for budgeting and strategic
planning.
• Provide leadership and guidance for the team
o Build a diverse, well-balanced team with the right talent/skills to increase overall effectiveness.
o Foster open communication, respect & recognition.
• Effectively supervise employees (including but not limited to hiring, coaching, disciplining, and evaluating).
o Clarify expectations and hold employees accountable for achieving results.
o Provide on-going and timely feedback and coaching to lead employees on a path toward success
o Complete goal setting and performance evaluations for employees on time.
• Establish or refine internal processes and procedures with the goal to increase efficiencies within the
department, and to increase customer satisfaction levels.
• Provide and Maintain high client service levels, by ensuring Client Services department are addressing all requests in a timely matter by efficiently submitting/processing sales order entry. Effectively handle and resolve complex customer complaints. Collect and analyze all relevant information to improve how inquiries and complaints are addressed.
• Maintain various excel reports for client order and compliance management, support to all affiliate accounts,and return order management.
• Communicate EDI requirements and needs to IT or through 3rd party vendor.
• Responsible for continually expanding Client Services knowledge on product training (across all business lines),product specific uses, and supplier circumstances.
• Manage any backorders, credit holds, communicating inventory discrepancies, chargebacks, and open order management reports.
• Implement policy changes that could lower company warranty expenses, increase efficiencies and/or overall customer satisfaction, in line with individual business line objectives.
• Generate Key Performance indicators (KPIs) reports, to ensure overall company’s operational achievements.

Client Services Manager

As the Senior Client Service Administrator, I provide relationship management as well as compliance and client services to my team. I work closely with the Chief Compliance Officer to ensure that the firm and its employees stay compliant with the SEC and FINRA's rules and regulations. Additionally, I work with Charles Schwab to set up client accounts, Orion to process billing and audit client accounts, and National Compliance Services for compliance needs. I am also responsible for creating the firm's policies & procedures and ensure they're implemented and followed.
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Senior Client Service Administrator -(TEMP)

Data Synchronization- Establishing data consistency between two or more databases 

Consultant

Global Sales Analysis-Rolling Forecasts, Funnel reviews,etc
Meet with department supervisors to determine progress and keep apprised of all changes in departmental schedules.
Ensures that materials are available in the supply chain and that inventory is maintained at acceptable levels
Monitor and adjust master schedule based on production and sales performance
Analyze customer orders, market forecasts, and trend analysis to determine shipping and inventory needs
Resolve problems plus enhance improvements associated with inventory flow plus production control
Identify and escalate potential shortage issues
Identify materials with no further use, recommend disposition.
Interface with the Logistics team to help ensure on-time delivery 
Monitor the Sales and Operations Planning process
Publish and perform root cause analyses on key metrics including Customer Service Level, Actual vs. Scheduled Productions and Master Schedule Stability
Manage frame contract demand for US entity; work in collaboration with Global Supply Chain Support New Product Introduction and coordinate new product sample allocation
Strive for overall order-book integrity.
Provide support for 7+ key account managers 
Developed several inside sales processes. (Demo Inventory, Credit Card Process, Dist Reg Process)
System implementation, process, impacts & roll outs within sales and distribution.
Training new Account Managers on the ERP/CRM systems
Maintain & combine multiple spreadsheets used for Sales Forecast
CRM Management
Weekly Sales & Operations meetings with Directors
Creation of presentations for misc. departments
Investigate and resolve any sales order or invoice discrepancies.
Monitoring and training ISA team members on new & existing processes.
Daily/weekly reports to inform key account managers on status of orders
Coordinating with subsidiaries on issues regarding customer shipments
Customer loaner database management
RMA management
QA-revenue impacts, customer supplier surveys.

Customer Service Manager

Enter customers’ orders into SAP
Running daily reports to support sales
Communicate with sales managers regarding sales orders changes and delivery status.
Customer Master Data
Maintained & combined multiple spreadsheets used for Sales Forecast
Assisted the GM & FM with required office & management tasks.
AR/AP 
Collections/Dunning
HR duties- Assisted with the on-boarding process for new hires
Reconciliation of Credit Cards & Bank Statements
Maintained Credit Database
ERP Sales Tax management
Multi-Line phones
Assisted in the transition from Quickbooks to SAP
Create & update company templates.
Office supply purchasing

Inside Sales Coordinator

Developed & maintained multiple spreadsheets for management
Data entry of air samples
Maintained online database for Customer Access
Accounts Receivable/Accounts Payable
Credit Card & Bank Reconciliation
Created Invoices
Created & maintained proposals for Clients
Ensured accuracy of Quickbooks information
Permit applications with the SCAQMD
Preserved Technicians Training Documents
Processed SBA Certifications
Created & Maintained Delta/Shell Training Logs
Network folder trees (Paperless Filing)
"End of Month” billing & billing summaries. 


Office Coordinator

Receiving & inspection all glass deliveries to ensure quality standards
Prepare estimates & invoices
Maintained QuickBooks Accounts and ensure accuracy of Quickbooks information
Accounts Payable & Receivables
Scheduling of all Installations & Estimates
Purchasing of all inventory for the Shop & Office- including custom orders/designs
Maintained relationships with vendors to keep our costs down


Office Manager

Kimberly Mazza is a Senior Customer Service Manager Bollé Brands at Bollé Brands in San Marcos, California.

Kimberly Mazza

Kimberly Mazza

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