Stephanie Enciso

• Own all fulfillment related customer issues including order discrepancies, shortages, damages, mis-ships and delivery exceptions from initiation through resolution.
• Serve as primary point of contact for direct client and external escalations, managing high-priority issues with urgency and professionalism
• Ensure timely, accurate responses to all customer inquiries and escalations in alignment with defined SLAs
• Track, analyze and report on customer issue trends, identifying recurring problems and driving systemic improvement
• Lead, coach and develop the customer support team, setting clear performance expectations and fostering a culture of accountability and responsiveness
• Monitor and report on key customer support KPIs including response time, resolution rate, SLA compliance, presenting insights and trends to leadership regularly
• Serve as the operational bridge between Customer Support, Warehouse Operations, Production, and Finance
• Implement and maintain standard operating procedures related to customer issue intake, handling, resolution and documentation

• Manage customer service inbox for all customer inquires
• Work with Supply Chain on inventory issues
• Work with Marketing on product trends, complaints, concerns
• Process refunds and create returns for customer inquires
• Develop product knowledge through company zoom calls.

• Developed a thorough understanding of the project lifestyle, how the back-end of the system software functioned and how clients interacted with our software
• Answered client and team members inquiries through our helpdesk software, provided effective, fast and personable service
• Created and maintained workflows, tags, and canned responses to ensure efficiency and tracked metrics
• Tracked and communicated trends in internal and external support needs
• Documented client feedback, suggestions and enhancement requests
• Collaborated with Account Managers, Production Specialists and Warehouse Operations to ensure all clients were set up for success

• Received, trimmed, and packaged adhesive styrene for shipment to Amazon
• Navigated Amazon Seller Central account to download and print barcodes and shipping labels
• Created shipping plans via Amazon Seller Central
• Received customer returns and inspected for quality control
• Worked with suppliers to source samples for new DIY products.
• Worked with business owner on sourcing new materials, and planning/implementing new product launches.

• Answered all emails (via Helpscout) and addressed any questions and concerns sent in from our customers.
• Processed returns and refunds for all customer inquiries.
• Troubleshoot issues with customers regarding their recent purchases.
• Participated in social media sleep challenges, promoting group member discussion.

• Owned all sales order entry for the complete product line of the Sheet and Specialty and Titanium Sheet strategic business units.
• Responsible for training all new and established inside sales representatives on affiliated systems required in the sales environment such as IBM, On-Demand and Tandem
• Responsible for setting up all new customers and establishing that credit has been approved for that customer.
• Performed all order entry, corrections, and reviewed all remarks for accuracy. Provided administrative support to the product structure personnel as needed.
• Performed daily reports for management that included daily order entry, daily shipment reports and daily bundle reports.
• Performed contract review for all specialty stainless steel orders.

• Initiated, coordinated, and managed activities associated with external patient trials and focus group meetings, including locating participants by making cold calls, securing meeting locations, developing trial procedures, and designing survey materials
• Acted as a liaison between Marketing and Engineering to assure patient preference trials were in alignment with initiates and strategies
• Worked as a customer advocate, ensuring that product usability, performance, and features of patient interface were parallel with customer needs throughout the product development process
• Used extensive trial experience to develop clinical fitting procedures for product launch materials such as operating instructions, patient/clinical videos, and fitting guides
• Developed new programs to expand patient and respiratory therapist database and to improve department ability to understand patients’ needs
• Performed preliminary analysis of data, prepare reports, and work with product management to identify product concerns and potential quality issues
• Led a cross functional team in an initiative to develop or strengthen processes for external trialing of products

• Answered all incoming telephone calls, emails or faxes pertaining to customer inquiries, orders, complaints. Identified, researched, and resolved all customer issues

• Provided customers with product and service information

• Provided on –the-job training for new employees

• Recognized, documented and alerted the appropriate departments of trends in customer calls

• Researched billing errors

• Worked with Sales staff by processing formal quotes for Alice diagnostics products/accessories

• Monitored customer purchasing history through the Sleep VIP program

• Entered Service Notifications, facilitate problem resolution for all customer inquiries