Doug Spencer: in Seattle, WA

• 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.

• 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.

• 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.