Summary
Overview
Work History
Skills
Accomplishments
Timeline
Generic

Jo Rogers

Perth,Balga

Summary

DYNAMIC CUSTOMER FOCUSED PROFESSIONAL Offering a wealth of customer focused experience. I have proven capabilities developing performance standards for team members, establishing reporting methods to enhance efficiency, activity and associated costs. Driving customer service and best business practice initiatives, having enhanced service levels to our customers and improved performance. Successfully Managed and Motivated teams of up to 20 direct reports, ensuring team development and promoting the highest level of Service to both Internal and External Customers

Overview

24
24
years of professional experience

Work History

Operations / Administrator

Beagles Bees 100% Honey Ltd
02.2018 - Current
  • Processing Orders via internet / web-based sales
  • Audit preparation for MPI Ministry of Primary Industries
  • Marketing new product launch
  • Web maintenance
  • Purchasing importing of Jars China
  • Labelling development and printing
  • I manage all operational activity to ensure product is distributed to our customers as ordered and on time
  • Over the last three months I have compiled a RMP – (Risk management programme) required for MPI (Ministry of Primary Industries) and local council
  • This I have developed from scratch
  • A large part of this role has been to market the business to potential new customers within the organic and boutique retail sales arena

Area Customer Service Manager

Steel & Tube New Zealand
02.2014 - 06.2017
  • Planning and delivering CRM strategies across the company encouraging customer retention and customer loyalty
  • Plan, organise, direct and manage customer service activities, policies, procedures and strategies to budget
  • Monitor and maximise daily sales and quotation information to maximise profit
  • Develop customer strategy to ensure the most effective approach for the customer and Steel and Tube
  • Ensure all customer service activities support and strengthen the strategic objectives of Steel and Tube
  • Collaborate and communicate knowledge, market information, customer insights, and trend across the business
  • Developed key performance indicators that have improved the overall performance of the team business profit and customer satisfaction
  • Implemented NCR/CAR reporting (None conformance corrective action reporting) Identified key areas within the business for improvement
  • Developed and implemented excel based daily quotation reporting, allowed sales and customer service to follow up on leads also has allowed identification of market trends, higher sales conversion rate, and competitor analysis
  • Implemented process improvement for best business practise
  • Implemented a new telephony system to manage call centre productivity, resource management and integral reporting
  • Implemented development planning, training, skill gap analysis for each individual team member
  • Implemented credit reporting with a reduction in credit within a specific area returning a saving of 50K in the last 7 months
  • Large involvement in the Auckland business strategy as part of the senior leadership team

Customer Service Manager – NZ

Staples New Zealand
01.2013 - 02.2014
  • Analyse customer service-related information and evaluate the results to choose the best resolutions and alternatives to customer service challenges, and to identify opportunities to improve customer service
  • Identify opportunities to add value beyond problem resolution to relevant business areas within the NZ management team
  • Quarterly preparation of reports and statistics related to the NZ customer service function for Staples ELT
  • Plan, organise, direct, manage, and evaluate the customer service activities and budget for NZ Staples customer service
  • Develop, implement and manage customer service policies, procedures, standards and strategies
  • Ensure all customer service activities support and strengthen the strategic objectives of Staples Australasia
  • Restructured the current 3 tier department Phones/ Data/ NASA to Phones/ Data team, which reduced duplication of activities and time required to respond to customer requests which improved customer satisfaction
  • Reduced employee turnover from 2012 by 70% by implementing a performance management system that recognises contribution, challenging my team to accept responsibility and empowering them to make decisions
  • Developed and Implemented Daily customer order management systems through SAP, allowing us to manage open and back order communication with customers improving service and drive future demand planning procurement improvements internally
  • Implemented NCR reporting which has improved business performance with the identification of key performance issues enabling us to implement process improvements, clarity on key focus areas and business unit responsibility
  • Developed and implemented credit management system, projected saving 200K 2014 with improvements to current process
  • Nominated for Staples Australasian 2013 business women of the year

Customer Experience Manager

Viterra New Zealand
03.2010 - 01.2013
  • Provide management guidance to the Customer Services group in daily operations, assessing resources, monitoring daily metrics and providing feedback on performance to the NZ Feeds Sales and Marketing Manager
  • Managed and develop Feeds and Merchandising Customer Service groups to facilitating a high level of service to our national customer base and to internal stake holders through improved service and processes to create a positive experience for customers
  • Developed customer service policies and procedure
  • Implementing KPIs
  • Developed service support tools to assist customer service team in responding to clients – system, process and product knowledge
  • Implemented a continuous improvement approach by developing an interface with operations, sales, marketing and accounts which has improved our service level results from 86% 2011 to 2012 survey results 92%
  • DRIFT – do it right first time with error reduction, 10% decrease in credits processed
  • Improved process has increased team efficiency with 65K saving in additional resource requirements
  • System enhancements for improved delivery and invoicing documentation
  • Stringent credit processes implemented, excel analysis tracking and investigation reducing credits issued
  • Transport return tracking and claim process implemented, 29K claim return to date
  • Business introduced in 2011 partial debt management responsibilities into the customer service department, successfully managed the process change requirements through team training, opening a dialogue with customers making it easy for debtors to talk to us while protecting our brand
  • Communication of credit policies
  • Debt recovery
  • Reconciliation of key customer accounts
  • Improved issue resolution with improved recovery rates
  • Key role in process mapping within customer service and credit covering segregation of duties, best business practice and resource capabilities and development opportunities

Distribution Relationship Manager

Goodman Fielder New Zealand
04.2001 - 03.2010
  • Improved business processes and increased operational efficiency
  • Developed SAP technical skills within team to optimise least cost performance
  • Provided leadership, development and direction to 9.5 direct reports
  • Manage resource allocation in accordance with changing needs
  • Identified processes within warehouse, transport and customer services which impact on our customers, gaining opportunities to reduce cost and improve service
  • Recognising sales and customer issues promptly, making changes to processes to mitigate against further issues
  • Developing close working relationships, managing effective cross-functional relationships with Sales Marketing and Logistics
  • Produce highly visual and information based figures, analysing information to monitor plan performance and goods demand
  • Drove the effective resolution of DIFOT issues through S&OP
  • Implemented MOQs reporting and analysis to reduce cost impact on business
  • Reduced underweight orders
  • Managed DSD order volumes / patterns to incorporate collaborative volume management
  • Introduced returns credit reporting management and analysis for KPI tracking
  • Identified issues which enabled 6% decrease in logistics credits based on F09/F10

Skills

  • Effective communicator
  • Committed team player
  • Excellent leadership
  • Negotiation skills
  • Organisation skills
  • SAP
  • Advanced order to cash
  • Logistics
  • Warehousing system ability
  • Excel
  • Intermediate Advanced Pivots
  • Formulas
  • Analytical requirements
  • Data management
  • Reporting
  • Presentations
  • Verbal presentation skills
  • Written presentation skills
  • Strong Customer Focus
  • Problem solving skills
  • Cross-functional collaboration
  • Data analytics
  • Training programs
  • Customer journey mapping
  • Procedure writing
  • Retention management
  • Customer feedback management

Accomplishments

Developed key performance indicators that have improved the overall performance of the team, business profit, and customer satisfaction.

Implemented NCR/CAR reporting, Identifying key areas within the business for improvement.

Implemented credit reporting with a reduction in credit within a specific area returning a saving of 50K in the last 7 months.

Reduced employee turnover by 70% by implementing a performance management system that recognises contribution, challenging my team to accept responsibility and empowering them to make decisions.

Timeline

Operations / Administrator

Beagles Bees 100% Honey Ltd
02.2018 - Current

Area Customer Service Manager

Steel & Tube New Zealand
02.2014 - 06.2017

Customer Service Manager – NZ

Staples New Zealand
01.2013 - 02.2014

Customer Experience Manager

Viterra New Zealand
03.2010 - 01.2013

Distribution Relationship Manager

Goodman Fielder New Zealand
04.2001 - 03.2010

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Jo Rogers