Michael Maselli

A Customer Service Manager is responsible for ensuring complete customer satisfaction for products and services marketed, sold, and distributed by Brand Blvd. The primary duties of a Customer Service Manager include the supervision and management of the customer service team, their training, and their understanding of company standards with respect to customer service. A Customer Service Manager is also required to closely monitor and handle customer inquiries and plays a critical role in resolving customer issues and complaints.

• Ensuring customers are satisfied with the products and services and that any complaints or queries are addressed and resolved promptly.
• Creating a team that is well-trained and skilled in dealing with customer-related issues and taking over problems that are experienced within the promotional industry.
• Monitoring Customer Service Representatives and evaluating their responses and handling of customer queries and concerns.
• Reviewing all discounts and credits to ensure Brand Blvd remains profitable and that clients are satisfied.
• Managing the CSR's WIP report to ensure their workload is manageable on a day-to-day basis.
• Quoting of all kitting projects as well as storage ensuring the projects are feasible and can be completed.

As a key support member to Brand Blvd's sales process the CSR is responsible for ensuring that all approved orders are processed and monitored until completion. By certifying the accuracy of each client's sales order, a CSR will submit purchase orders through to reserve stock, pricing, and/or production time with our vendors. All issues that surface from the point an order is entered to post-delivery falls on the CSR. Their goal is to find a solution that supports not only our client but Brand Blvd as a business.

• Review and process all sales orders submitted by Account Managers to move orders to production and towards completion.
• Using industry knowledge to provide quality service with regards to products, services and company related inquiries.
• Working with Finance by calculating all additional costs within an order to allow for accurate invoicing.
• Maintained detailed records of customer and supplier interactions, ensuring proper follow-up and resolution of issues.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

• Responsible for all Administrative overflow/coverage.
• Cross-trained across all roles at Brand Blvd to help and assist Customer Service Representatives and Account Managers.
• Implemented organizational systems to maintain an orderly workspace, improving workflow efficiency.
• In charge of general office maintenance and warehouse space.
• Responsible for all incoming and outgoing shipments.
• Assist in Program order packing
• Delivered branded merchandise orders to clients across Niagara and the GTA
• Managed multiple projects simultaneously, resulting in successful completion within deadlines.

• Developed and executed innovative grassroots promotions across Canada for featured films (Warner Bros
• Canada, 20th Century Fox Films Canada)
• Contacted businesses/organizations to connect and build relationships in order to set up promotions and fill screenings under film's directives
• Participated in daily group collaborations to develop exciting national promotional ideas
• Assisted during press days, promotional events, film screenings and film premieres.