Shaistah Mahoon

• Manages and oversees the day-to-day activities and operations of the Customer Service team to ensure effective and efficient procedures are put in place and followed.
• Ensure that exceptional customer service is provided internally and externally.
• Key account management for top customers.
• Provide ongoing sales information and sales results on current and upcoming promotions.
• Work creatively with team to achieve monthly sales targets.
• Encourage and perform regular monthly team member communication meetings.
• Attend all Trade Show events representing Customer Service group.
• Process and approve staff hours for payroll.
• Process and approves team’s time off requests.
• Provide budget for CS Department to the General Manager.
• Complete and provide performance reviews for CS team.
• Participate in the building of Policies and Processes involving Customer Service and multiple other departments.
• Motivates, coaches, encourages, guides, and directs activities of the CS team.
• Work with Support Coordinator to recruit Customer Service team members, as needed, within budget.
• Lead or participate in the building of Policies and Processes involving Customer Service and multiple other departments.
• First point of contact for dual role CS reps – those that provide key account management on the customer service team.

• Support the day to day activities and operations of the Customer Service team
• Ensure effective and efficient procedures are put in place and followed in the absence of the Customer Service Manager
• Provide exceptional customer service internally and externally
• Monitor flow of incoming orders ensuring timely process of orders and customer requests for information/credits and other services provided by the Customer Service team
• Assist with the process of sales orders according to established procedures, policies and standards
• Liaison between warehouse and inside sales regarding late orders, confirmation of ship address’s, and other customer issues
• Develop and coordinate ongoing training
• Co-ordinate deals with brokers and assigns tasks as needed
• Train team on selling, upselling, cross merchandizing, understand a deal, MCB, OI, industry terminology, industry standards, DC processes and procedures.
• Attend all Trade Show events representing Inside Sales Group
• Support the recruitment of Customer Service team members, as needed, within budget
• Manage order desk e-mail

Liaise with Brokers/Vendors for new listing deals, volume deals for customers

Ensure all Broker deals are entered in a timely manner and correctly

Coordinate between buyers and operations regarding volume buys

Contact Brokers/Vendors for deals for trade shows and themed flyer promotions

Coordinate with buyers to notify them of all promotions

Track the sales for the flyer promotions

Manage Broker/Vendor meetings and follow up agenda items

Help reduce write offs on short dated and excess inventory by contacting Broker/Vendors for assistance in moving product by approving mcb discounts

Promote and manage new product listings by sending samples to Customers and Sales Reps

Read promo planners and spot check catalogue to ensure correct deal published

• Input orders from fax, email and phone.
• Key account rep for top accounts.
• Upselling customers on flyer and catalogue specials.
• Collect credit claim info, submit and follow up.