Esther J Rose
Gastonia,NC
Summary
Customer Service Leader experienced in enhancing customer experience across diverse industries. Achieved improvements in service quality through empathy-driven problem-solving and successful implementation of customer-focused strategies. Focused on fostering collaboration and adapting to evolving business needs.
Overview
16
16
years of professional experience
Work History
Customer Experience Supervisor
Bosch Rexroth
Pineville, NC
08.2024 - Current
- Handled customer escalations to resolve issues and ensure satisfaction
- Managed disciplinary actions for 6 team members to maintain team standards
- Coordinated proxy activities to enhance communication between team members
- Acquired knowledge of new technology for project applications
- Learned the Web apps programming
Customer Experience Lead
Bosch Rexroth
Charlotte, NC
03.2024 - 08.2024
- Managed a Team of 12
- Coordinated vacation schedules, arranged proxies, conducted one-on-one meetings to support team needs
- Contributed to continuous improvement projects aimed at streamlining operations
- Delivered employee training sessions to enhance performance and knowledge retention
- Helped plan company reorganization
Customer Logistics Planner
Bosch Rexroth
Charlotte, NC
08.2021 - 08.2023
- Material Planning: Ordered all material for the Tightening line to ensure prompt delivery to meet customers’ needs
- Production Planning: Verified materials and released needed production and follow-up through completion.
- Managed large conveyor orders from initiation to completion, collaborating with sales team to maintain transparency and effectively address customer needs.
- Facilitated customer satisfaction and success throughout order fulfillment and delivery process.
- Resolved disputes within 5-day timeframe to enhance customer responsiveness and satisfaction.
- Conducted onboarding and training sessions for new team members.
SENIOR ACCOUNT REPRESENTATIVE
SOUTHEAST BOTTLING & BEVERAGE
Dade City, FL
01.2015 - 01.2021
- Oversaw all aspects of preparing the customer for production from concept to finished package
- Managed client tenure and retention throughout client relationship with company
- Facilitated pricing reviews post-production and finalized sales orders, capturing 10-15% additional revenue
- Negotiated with suppliers and customers to enhance supply chain efficiency and sustainability by over 20%
- Resolved problems concerning inventory and loss, saving company over 300k plus year over year
- Recommended optimal transportation modes, routing, equipment, or frequency.
- Cultivated strong client relationships, enhancing customer satisfaction and retention rates.
- Developed strategic sales plans to achieve revenue targets and market growth objectives.
- Collaborated with cross-functional teams to streamline account management processes and improve service delivery.
PROCUREMENT AND LOGISTICS MANAGER
SOUTHEAST BOTTLING & BEVERAGE
Dade City, Florida
01.2011 - 01.2015
- Company-wide creation of whole inventory management system in QuickBooks
- Negotiate with suppliers or customers to improve supply chain efficiency or sustainability
- Analyze the monetary impact of proposed shipping modes and implemented solutions to save 100k year over year
- Collaborated with departments to integrate logistics with business systems, enhancing coordination across customer sales, order management, accounting, and shipping.
- Direct distribution center operation to ensure achievement of cost, productivity, accuracy, or timeliness objectives.
- Compare prices, specifications, and delivery dates to determine the best bid among potential suppliers.
- Review requisition orders to verify accuracy, terminology, and specifications.
- Check shipments when they arrive to ensure that orders have been filled correctly and goods meet specifications.
- Oversaw inventory management processes to optimize stock levels and reduce excess.
- Developed and implemented logistics strategies to enhance distribution efficiency.
- Coordinated transportation schedules, ensuring timely delivery of products to customers.
- Managed vendor relationships to negotiate favorable terms and improve service quality.
Education
High School Diploma -
Shawnee Baptist College
Louisville, KYSkills
- Client Management
- Issue resolution
- Office software expertise
- Flexibility
- ERP systems knowledge
- Customer empathy
- Teamwork and collaboration
- Problem-solving
- Time management
- Workflow optimization
- Strong communication
- Customer satisfaction
- Critical thinking
- Process coordination
- Team collaboration
- Team leadership
- Effective communication
- Adaptability skills
- Customer service management
- Superior work ethic
- Complaint resolution
- Customer engagement
- Issue resolution
- Team encouragement
Timeline
Customer Experience Supervisor
Bosch Rexroth
08.2024 - Current
Customer Experience Lead
Bosch Rexroth
03.2024 - 08.2024
Customer Logistics Planner
Bosch Rexroth
08.2021 - 08.2023
SENIOR ACCOUNT REPRESENTATIVE
SOUTHEAST BOTTLING & BEVERAGE
01.2015 - 01.2021
PROCUREMENT AND LOGISTICS MANAGER
SOUTHEAST BOTTLING & BEVERAGE
01.2011 - 01.2015
High School Diploma -
Shawnee Baptist College