Heather Fauteux

HEATHER FAUTEUX 2943 North Lake Angelus Road - Waterford, MI 48329 (M-- Professional Summary Experienced Customer Service Management Professional bringing 14+ years of accomplished Customer Service, Marketing and Sales support. Talented people motivator and problem solver. Skills      Excellent time management skills Sage Customer Relationship Management Software (CRM) Prior experience with Infor CRM (SalesLogix) Microsoft Outlook, Word, Excel and PowerPoint Training and development      Sage 300 Software proficiency Team Leadership Adherence to high customer service standards Customer relations Customer-focused Work History Customer Service Manager 05/2015 to 06/2018 GreenLite360 – Troy, MI                 Manage work flow to exceed quality service goals. Cultivated strong business relationships with large Retailers to drive business development. Successfully increased employee retention by creating a positive work environment. Solved unresolved customer issues. Strong leader of customer support staff. Coordinate with Third Party EDI and new Trading Partners to implement setup, processes to provide optimal level of Customer Service. Collaborate with Trading Partner to perform tests on all EDI transmissions. Maintain all documents for Trading Partner setup and analyze all customer requirements for day-to-day processing. Promptly respond to inquiries and requests from prospective customers. Sales reporting; monthly forecast, weekly sales, daily sales vs. prior month. Maintain up-to-date knowledge of product and service changes. Identify individual development needs with appropriate training. Facilitate inter-departmental communication to effectively provide customer support. Directed hiring, training of new team members and mentored each to promote productivity, accuracy and friendly service. Assumed ownership over team productivity and managed work flow expectations to meet or exceed quality service goals. Fostered an environment which encouraged continual process improvements. Manufacturing Specialist 08/2014 – 05/2015 Quest Automotive Products – Walled Lake, MI          Prepared and maintained production reports and personal records. Liaised between sales and manufacturing to design new products. Maintained quality assurance and customer satisfaction objectives implemented by Site Operations. Coordinate timing of new product launches between Sales, Marketing and Manufacturing Teams. Update Monthly Metric for new products by business, along with Slow Moving Obsolete products. Plan build-out of finished goods and raw material, tracking declining usage by business unit. Slow Moving Obsolete Management; track disposition of material, establish a plan to sell or recycle. ISO Support; update procedures schedule necessary audits and monitor task completion. Update Key Performance Indicator on company tracker for Walled Lake site. Account Manager – Private Brands 01/2012 to 08/2014 Quest Automotive Products – Walled Lake, MI            Researched and customized service proposals for clients. Create Supply Agreements and new products Quotes. Assist with new Product Launch Coordination and Development. Coordinate new Client onboarding with Third Party EDI Partner, GCommerce. Review Sales reports and low margin items to ensure accuracy. Notified customers as soon as issues arose to immediately find resolution before the problems escalated. Delivered a high level of service to clients in order to maintain and extend the relationship for future business opportunities. Analyzed processes previously used to send products to customers and uncovered a more efficient method that was positively received by all involved parties. Communicated regularly with territory, reginal and strategic managers for daily support and planning of accounts. Developed and maintained long-term relationships with policyholders and small business entities. Client Services Coordinator 07/2004 to 01/2012 Quest Automotive Products – Walled Lake, MI          Directed training of new team members and mentored each to promote productivity, accuracy and friendly service. Established target and key accounts based on Market share research. Contact Administrator for new Jobber Stores and National Distributors. Ensured superior customer experience by addressing customers concerns, demonstrating empathy and resolving problems immediately. Dedicated to continuously improving department skills and product knowledge. Educated customers about the brand to further incite excitement about the company’s mission and values. Resolved all customer complains in a professional manner while prioritizing customer satisfaction. Handled daily heavy flow of paperwork, while working with the accounting department on invoicing and shipping problems. Coordinate and execute product recalls and returns. Executive Assistant 10/2000 to 01/2004 PlanIT Solutions – Sylvan Lake, MI       Greeted visitors entering the office, determined the nature and purpose of the visit and directed them accordingly. Managed the CEO’s complex and frequently changing travel arrangements and coordinated the pre-planning of trips. Assisted with team building initiatives and overall support for maintenance of organizational culture and employee morale. Processed travel expenses and reimbursements. Distributed company-wide announcements, booked conference rooms and coordinated catering for annual staff development forums. Frequently used word processing, spreadsheet, database and presentation software. Corporate Travel Consultant 02/1999 to 10/2000 Air and Cruise Travel – Sylvan Lake, MI       Organized details for corporate and business trips, including transportation, scheduled for conferences and other meetings. Dealt with payment processing services for bookings and refunds for Greg Slagon & Associates, as well as PlanIT Solutions. Maintained 8 high level corporate accounts, which also required personal and family travel planning. Sustained and updated all vendor contracts. Provided administrative support to the Office Manager and staff. Responsible for report all airline sales to the Airline Reporting Agency. Education Associate of Science: Business Administration 2007 University of Phoenix Online Degree – Sacramento, California Associate of Science: Interior Design 2004 Baker College – Auburn Hills, MI TSA Course Certification: Airline Safety, Booking, Processing guidelines Travel Education Institute – Southfield, MI 1998