Joanne Jones

Commercial Kitchen Manufacturer and Kitchen Equipment Distributor for National Restaurant Chains.

• Respond to restaurant inquiries via live chat, email, and telephone.
• Process quotes, orders, and warranty requests.
• Use suggestive selling of companion parts to increase sales
• Generate customer and internal reports.
• Coordinate with internal departments, suppliers, and service providers for customer parts and lead times.
• Maintain customer information and equipment records on various internal systems and customer web based platforms.
• Assist in training and mentoring new staff, offering ongoing support and motivation for the team.
• Contribute to new process ideas.
• Creation and maintenance of process documentation.
• Support rollout team in deploying promotional equipment to restaurants by set deadlines.
• Attend weekly team meetings to exchange information and address current issues.
• Cover team leader responsibilities as required.
• Work towards achieving personal and company KPIs, collaborating on strategies.

• Customer Services Process Lead for new ERP Implementation (AX Microsoft Dynamics)
• Analysed global customer service processes/workflows
• Prepared and presented progress updates throughout project to Management and other Process Leads
• Collaborated on bespoke requirements, documentation and troubleshooting
• Prepared and actioned test scripts for each process scenario
• Prepared data for migration to new ERP system
• Trained staff on new ERP processes
• Completed Go Live and ongoing support for all staff post Go Live

Same role as current Senior Customer Services with additional tasks listed below:

• Account Manager for largest Service Provider to include; weekly check-in via phone, resolve escalated enquiries/issues, warranty invoice reviews, processing of quarterly rebate, 6 monthly face-to-face meeting.
• Website maintenance and improvement to include; customer details, parts, exploded images & promotional banners.
• Preparation and distribution of daily backorder reports to top 4 Service Providers.

• Handled order taking, input, and modifications for all customers in Lincolnshire area.
• Monitored order progress and delivery status, proactively managing any potential delays or issues.
• Worked closely with internal teams, including Transport Planning, Sales Helpdesk, and Inside Sales, to coordinate orders & resolve issues.

Same role as current Senior Customer Services with additional tasks listed below:

• Scheduling team weekly plan.
• Allocation of workload within the team.
• Interviewing and reviews.

Same role as current Senior Customer Services except for team leader cover.