Doug Spencer: in Seattle, WA
Doug Spencer
![Profile avatar](https://content.malakye.com/media/uploads/images/personalprofiles/thumbs/765289_637599651375355793.jpeg)
Seattle | United States
Skills
No information
Industries
Music
Outdoor
Skate
Snow
Work experience
K2 Sports, LLC
Customer Service Manager | 10/2013 - 07/2021
• 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.
K2 Sports, LLC
Warranty Manager | 10/2011 - 10/2013
• 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.
K2 Sports, LLC
Product Tech Services Manager | 03/2009 - 10/2011
• 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.