Katie Lee
Sheffield,South Yorkshire
Summary
Results-driven Customer Service Manager with expertise in leading high-performing teams across EMEAI. Specialises in managing complex order processing, stakeholder engagement, and supply chain coordination to enhance service delivery and customer satisfaction. Proven skills in driving process improvements and utilising CRM software, SAP, Oracle, and EDI systems to boost organisational efficiency and strengthen customer relationships.
Overview
22
22
years of professional experience
Work History
Customer Service Manager-EMEAI
Sherwin Williams
08.2024 - Current
- Led a team of 15 customer service specialists and 2 supervisors.
- Managed Automotive Customer Service team across multiple European sites to ensure cohesive operations.
- Engaged key stakeholders, including sales, production, demand & supply, and finance, to align customer service initiatives.
- Liaised with 3PLs to ensure on-time, in-full order dispatch and coordinated month-end orders to maximise sales.
- Ensuring orders are processed timely & accurately across multiple ERP systems
- Managed team through regular one-to-one meetings, team discussions, and performance appraisals
- Leading key meetings such as CIP calls (Continues Improvement) and take follow up action
Head of Client Services
Paragon Customer Communications
01.2024 - 05.2024
- Highlighted key achievements in client service management role.
- Contributed to restructuring Client Services team to enhance operational efficiency.
- Onboarded some major clients as part of a recent business acquisition such as: Nandos, EE, Wolseley Group
- Recruited and onboarded 8 new team members due to the new acquisition
- Oversaw team operations during consolidation of three warehouses into one larger facility.
- Exited Paragon after recognising limited long-term opportunities.
Customer Service Manager EMEA
Helen of Troy (KAZ Europe)
03.2019 - 02.2023
- Led the Customer Service Department and managed a large team of Order Processors and Customer Care Specialists.
- Joining HoT as CS Manager for the UK and Irish markets, I transitioned to Lausanne, Switzerland in 2020 and received a promotion to CS Manager EMEA.
- Facilitated the transition of the UK/Ireland market to Switzerland following the closure of the UK office.
- Restructured customer service department, enhancing operational efficiency and team performance.
- Updated all department processes and authored standard operating procedures (SOPs).
- Implemented and monitored department KPIs.
- Developed email ticketing and reporting system, streamlining communication and issue resolution.
- Ensured timely entry and release of orders to 3PL, maximising revenue through effective follow-up on deliveries.
- Established strong working relationship with two third-party logistics warehouses through regular visits.
- Set objectives and followed up with team members to ensure alignment and accountability.
- Perform in depth investigation and follow up in the case of customer complaints that cannot be resolved solely by the CC Specialist
Customer Services Team Leader
Evolution Power Tools
Sheffield
08.2013 - 03.2019
- As customer services Team Leader / Key Accounts co-ordinator managing a team of 6 people. I started on a temporary basis and quickly got offered a permanent position as Senior Customer Services Administrator and then promoted again to Team Leader. I also manage the company's large key account customers.
- Resolved customer queries and complaints, enhancing customer satisfaction.
- Managed key account administration and served as primary contact.
- Monitor of team performance including department KPI's and reporting results back to board of Directors
- Employee appraisals/ 1-2-1's
- Facilitated regular team meetings to discuss objectives and progress.
- Organising training for the team to ensure we are up to date on all things Customer Service and product training on current and new products prior to launch
- Interviewing new employees
- Answering customer queries via telephone, email and social media including technical queries for our products
- Conducted regular customer visits to strengthen relationships and gather feedback.
- Managed social media presence, engaging with customers and promoting brand awareness.
- Attending meetings with suppliers and colleagues at all levels including senior management / the board of directors and colleagues at our oversees sites/ op-co.'s
- Coordinated logistics for trade shows and in-house events.
- Arranging booking slots for direct deliveries, direct to DC's and container deliveries coming from overseas to the port in the UK, then to the customer
Office & Sales Manager
2010Lighting Centre
Chesterfield
03.2010 - 08.2013
- As an Office/ Sales Manager for an online lighting company.
- Managed office operations, including finances and staff, conducted purchase ordering, organised face-to-face meetings with customers and suppliers, coordinated schedules for company directors, resolved customer queries and complaints, maintained stock levels, controlled product returns, and updated in-house system accurately.
- Managing company finances including payment to suppliers and staff wages
- Negotiated pricing with customers and suppliers to optimise profit margins and strengthen business relationships.
- Processed customer refunds and issued credit notes to ensure satisfaction.
- Resolved customer queries via phone and email, including escalated complaints and technical issues, ensuring customer satisfaction.
- Facilitated product returns by coordinating with customers and updating inventory records.
- Goods inward & stock control
- Invoicing
- Maintaining company website with stock levels and product information
- Processing orders and achieving sales
- Interviewing new members of staff
- Team appraisals/ 1-2-1's
- Contacting customers to chase up quotes
Regional Sales Administrator
Bradley Lomas Electrolok Ltd
Sheffield
03.2005 - 11.2009
- Achieved and surpassed monthly sales targets through strategic planning and customer engagement.
- My main duties were to sell lighting/ fire products to new & existing customers within the Midlands region of the country. I always achieved my targets by gaining and maintaining an excellent rapport with my customers, ensuring that their needs were met and exceeded at all times.
- Prepared and delivered tailored quotations to meet specific customer requirements.
- Followed up on outstanding quotations to ensure timely responses from customers.
- Managed order processing to ensure timely fulfilment and delivery to customers.
- Conducted outreach calls to potential customers to introduce and promote product offerings.
- Conducted regular on-site meetings with customers and occasional visits to their premises.
- Identified potential growth opportunities to enhance business development strategies.
- Updated and maintained customer database to ensure accurate records and accessibility.
- Responded to customer queries via phone and email, including technical product support.
Ward Clerk
Hallamshire Hospital
Sheffield
12.2004 - 03.2005
- My position here was a high volume of ward administration. My main duties were booking patients in and out on the in house computer system, organising patient records and test results, ensuring that the Doctors and nurses had access to any necessary documentation/ equipment at all times.
- Entered data into the computer database accurately to maintain up-to-date patient records.
- Systematised patient files and scans for quick access and efficient retrieval by medical staff.
- Managed incoming ward phone calls, offering timely support and information to patients and staff.
- Procured necessary equipment and stationery, delivering items to the appropriate departments promptly.
- Arranged patient beds to maximise ward space and enhance patient comfort.
- Maintained patient confidentiality diligently to uphold trust and comply with regulations.
- Coordinated the transfer of bereaved patients' belongings to the designated department with sensitivity.
Education
Home learning course - Event and wedding planning
10-2026
Child Psychology & Introductory Psychology -
BSY Group
09-2003
GCSE -
Hinde House Secondary School
Sheffield09-2000
Specialist Diploma -
Sheffield School of Beauty
Sheffield05-2002
Skills
- Computer systems proficiency Microsoft Office applications Email and internet navigation SAP and Oracle expertise EDI systems knowledge Adaptability to new systems
- Order processing
- Complaint handling
- Process improvement
- Quality Control
- Staff training and development
- Training development
- Performance monitoring
- Customer service excellence
- Service orientation
- Stakeholder engagement
- Cross-functional collaboration
- Team leadership
- Leadership skills
- Customer relationship building
- Decision making
- Adaptability to new systems
- Customer service
- Customer relationship building
- Cross-functional collaboration
REFERENCES
Available on request.
Timeline
Customer Service Manager-EMEAI
Sherwin Williams
08.2024 - Current
Head of Client Services
Paragon Customer Communications
01.2024 - 05.2024
Customer Service Manager EMEA
Helen of Troy (KAZ Europe)
03.2019 - 02.2023
Customer Services Team Leader
Evolution Power Tools
08.2013 - 03.2019
Office & Sales Manager
2010Lighting Centre
03.2010 - 08.2013
Regional Sales Administrator
Bradley Lomas Electrolok Ltd
03.2005 - 11.2009
Ward Clerk
Hallamshire Hospital
12.2004 - 03.2005
Home learning course - Event and wedding planning
Child Psychology & Introductory Psychology -
BSY Group
GCSE -
Hinde House Secondary School
Specialist Diploma -
Sheffield School of Beauty