Louise Wright
Wakefield
Summary
Dynamic and results-driven professional with extensive expertise in supply chain management, capacity planning, and strategic forecasting. Demonstrates a strong analytical thought process and resilience under pressure, effectively utilising MRP software to enhance logistics understanding and implement cost-reduction strategies. Adept at coaching, mentoring, and team leadership, fostering a collaborative environment to achieve organisational goals. Committed to optimising client relationship management through critical thinking and a comprehensive understanding of storage and distribution principles.
Overview
34
34
years of professional experience
8
8
years of post-secondary education
Work history
Customer Service and Inventory Manager
SNF UK Ltd
06.2022 - Current
- Leading a team of 8 people who manage the day to day relationship with all UK Water companies & large industrial & aggregate customers. Processing orders valued at over 127m in 2025.
- Managing inventory stock levels in multiple warehouses with a value of over £10m with regular stock reviews to replenish stock to agreed levels. Overhaul of process and introduced new way of working with greater efficiency with no out of stocks since.
- Managed customer inquiries and resolved issues efficiently, ensuring high levels of satisfaction.
- Trained and mentored staff on best practices in customer service and inventory handling techniques.
- Optimised workflow procedures to enhance operational efficiency and improve overall team performance.
Customer Support Manager
Advanced Supply Chain
11.2021 - 06.2022
- Managed a team of Customer Support Administrators whilst working on the ASOS account.
- Aided set up of contract and embed working processes in new warehouse facility.
- Collaborated with warehouse teams to ensure quality and responsiveness to customer requirements.
- Implemented customer feedback mechanisms to identify areas for service improvement.
- Coordinated cross-departmental collaboration to resolve complex customer issues effectively.
- Produced a suite of reports on a daily basis to measure effectiveness of KPIs and provided feedback to customer on a regular basis.
Business Customer Office/Account Manager
SNF UK Ltd
06.2021 - 10.2021
- Responsible for several key accounts processing orders, ensuring account & price set up and excellent customer satisfaction maintained. Looking after customer account from start to finish. Key customers such as Welsh Water - a multi million pound account with 3 million customers serving 1.4 million homes.
- Resolved customer issues promptly, minimising disruption to client operations.
- Coordinated communication between internal teams and clients to streamline processes.
- Developed tailored account strategies to meet specific client needs and objectives.
- Collaborated with sales team for achieving shared objectives.
- Achieved client satisfaction by managing key accounts effectively.
Business Customer Manager
Royal Mail
04.1992 - 03.2021
- Responsible for leading the Business Customer Team for the Yorkshire, North East & Midlands area.
- Successfully managed 25 significant UK top retailer customer contracts from inception and throughout the contract as lead operational contact. Developed strong relationships to enhance service delivery. Some of these customers include: John Lewis, Boots, M & S & Dixons/Carphone Warehouse
- Introduced COVID-19 and peak plan for 2020 due to increase of volume by 300% and all targets achieved despite global pandemic.
- Oversaw daily operations and provided tailored solutions to issues, defining after sale specifications/KPIs.
- Contributed to senior management team, playing a pivotal role on resourcing board and attended quarterly meetings with Logistics Director.
- Collaborated with parcel specialists, IT solutions, Contract Managers & onboarding team to maintain extensive contracts.
- Produced forecasts and ensured key customers mailings were effectively planned, gathered data and presented annual forecasted plans at joint service meetings.
- Cultivated and sustained key relationships with personnel and stakeholders, appraised team members and completed all tasks within tight deadlines.
- Organised risk assessments and dealt with all H & S issues that were raised bringing them to a satisfactory conclusion.
- Led initiatives to streamline operational processes and improve customer satisfaction.
- Coordinated cross-functional teams to resolve complex customer issues efficiently.
- Analysed customer feedback to inform business decisions and enhance service offerings.
- Facilitated regular meetings with stakeholders to discuss progress and address concerns.
- Coordinated with other departments, improving overall business functionality.
- Resolved complex customer complaints for enhanced reputation and loyalty.
- Improved brand image through the provision of exemplary customer service.
- Conducted regular performance reviews, ensuring a high standard of customer service.
Education
GCSEs -
St Aidans Church of England High School
Harrogate 09.2011 - 07.2017
Certificate of Higher Education - Business Studies
York College
York, England 09.1987 - 07.1989
Skills
Areas of Expertise:-
- Supply Chain Management
- Capacity Planning
- Coaching, Mentoring & Team Leadership
- Budgeting and Forecasting
- Client Relationship Management
- Critical Thinking
- Results-Driven approach
- Logistics understanding
- MRP software utilisation
- Strategic forecasting
- Storage and distribution principles
- Analytical thought process
- Cost-reduction strategies
- Resilience under pressure
References
References available upon request.
Timeline
Customer Service and Inventory Manager
SNF UK Ltd
06.2022 - Current
Customer Support Manager
Advanced Supply Chain
11.2021 - 06.2022
Business Customer Office/Account Manager
SNF UK Ltd
06.2021 - 10.2021
GCSEs -
St Aidans Church of England High School
09.2011 - 07.2017
Business Customer Manager
Royal Mail
04.1992 - 03.2021
Certificate of Higher Education - Business Studies
York College
09.1987 - 07.1989