Renee Sparrowhawk

• To lead and manage Division’s customer service delivery functions in regional processing centre including to support efficient, sufficient and timely supply of safe blood and blood products within service excellence culture.

Teams:

Customer Service: 5 team members

Order Fulfilment (Brisbane, Cairns & Townsville): 35 team members

Transport Manager: 1 team member

Warehouse (Off-site): 5 team members

Transfusion Scientist: 1 team member

Responsibilities:

• Lead and manage regional order fulfilment and customer service teams including associated depots to ensure orders are delivered to approved health providers on time in full.
• Lead and manage distribution activities, including external transport providers, meet business service standards and are cost effective and compliance regulations such as Chain of Responsibility.
• Lead and manage teams that operate 24 hours, 7 days per week with multiple shifts and required to provide support outside normal business hours.
• Ensure effective management of inventory in accordance with National processes to ensure inventory accuracy appropriate stock rotation, storage and distribution meets cold chain requirement.
• Manage operational costs to budget.
• Lead, manage and coach team members (Supervisors/Managers) so they are able to resolve issues and for their teams with facilitation of issue resolution and continuous improvement.
• Actively identify and resolve safety matters by creating an environment of accountability to operate safely.
• Achieve KPIs such as customer satisfaction survey results >9.1 and DIFOT > 97%.
• Build and sustain effective internal and external relationships across wide variety of areas regionally.
• Attend regular Senior Management Meetings to report on department achievements.
• Attend regular schedule supply chain meetings and feedback any customer information that will impact or change collection of products.
• Participate in internal and external audit to ensure compliance.
• TGA, OH&S and GMP compliance.
• Undertake continuous improvement activities to improve efficiency and reliability, reduce cost, simplify and standardise tasks.
• Ensure application of policies, processes and systems meet legal and regulatory requirements.
• Enact business continuity plans, independent of Regional Incident Management Committee activation or direction, in consultation with Regional Director Manufacturing where customer service delivery functions may be impacted.
• Had opportunity to act as Regional Director when required.

• Team:
• Customer Service Team consists of: 2 Supervisors 1 Service Quality Assurance Officer 15 Inbound Customer Service Officers

Responsibilities:

• Set current structure of department to enhance customer satisfaction and increase productivity.
• Work closely with 3PL warehouse and transport carrier To ensure tim delivery.
• Manage fast paced and high inbound call volume to ensure calls are answered in timely and professional manner – ShoreTel phone system.
• Manage team members performance, rewards, discipline, retention and recruitment
• Train, develop, support and motivate team members as to achieve high performing culture.
• Implement process improvement to enhance customer satisfaction and increase productivity of department.
• Implement change management strategies into departments.
• Set yearly SMART objectives.
• Forecast and manage yearly budget and cost centre requirements.
• Implement Call Quality monitoring to enhance customer experience.
• Ensure orders are processed in a timely manner to ensure stock is available to meet sales demands throughout Australia.
• Build strong relationships with key customers and internal stakeholders.
• Attend regular Senior Management Meetings to report on department achievements.
• TGA compliance and OH&S compliance.

• Customer Service Team consists of: 2 Pricing Coordinations, 4 Order Processing Coordinators 2 Logistics Co-Coordinators
• Extensive SAP knowledge.
• Maintain master to ensure customer data is accurate and up-to-date.
• Implement change management strategies in department.
• Enhance company culture by demonstrating company values in day to day life and leading by example.
• Train and develop staff as to achieve high performing culture.
• Achieve financial target/KPI.
• Ensure OPEX is not exceeded and contribute to success of achieving company budget and targets.
• Provide exception customer service to all customers.
• Work closely with production regarding stock availability.
• Ensure orders are processed in a timely manner to ensure stock is available to meet sales demands throughout Australia.
• Implement change management strategies.
• Build strong relationships with key customers and internal stakeholders.
• Accurate Inventory Management – Crop and Agency products.
• Ensure stock is in correct locations to meet sales demands.
• Effective management of back orders.
• Manage inbound and outbound telephone calls.
• Attend regular Senior Management Meetings.
• Attend regular Regional Sales Meetings.
• Implementation if process improvements.
• Management of national transport carrier and rate negotiations.
• Management of 3PL warehouse supplier and rate negotiations and two finish goods warehouses on both manufacturing sites.
• Staff performance, rewards, discipline, retention and recruitment.
• Managing customer expectation.

• Customer Service Team Management – 4 Help Desk Support and Programmers (software) 4 Consultant/trainers, 1 technical writer and 1 personal assistant.

Responsibilities:

• Performance Management of staff such as annual reviews and disciplinary management if required.
• Team Training for all staff internally and externally.
• Recruitment and induction of new staff members.
• Customer Service Support consisting of management of any escalated issues when required and management of any complaints that may be put forward by internal or external customers.
• Customer Relations Management – Redesigned CRM.
• Allocating relevant staff to assist any sales demonstrations and provide costing for quotations and support.
• Management of training and consulting by promoting consulting and monitoring consulting work and management of any escalated issues.
• Develop Business Plan by preparing 12 month operations department budget.
• Products, assist with development of software with regards to bug fixes and enhancements.
• Change Management.
• Reported to Managing Director.

• Account Management of small portfolio
• Retention of existing business
• Cost reduction/increase revenue
• Developed and implemented favorable pricing structures balancing firm objectives against customer targets
• Collected data and performed customer needs analysis
• Negotiated, prepared and signed contracts with clients
• Performed research to uncover potential target areas, markets and industries
• Created reports and presentations detailing business development activities

• Manages team of 7 Customer Service Representatives.
• Responsible for staff employment/terminations/discipline.
• Reports to Regional Sales Manager and State Manager.
• OH & S issues.
• Adhere to company policies and procedure and mission.
• Warehousing and distribution.
• Monitored customer service operations to assess agent performance and provide feedback
• Reviewed repeated issues within operations and business management to solve problems and improve company outcomes
• Exceeded team goals and collaborated with staff members to implement customer service initiatives
• Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals
• Collected customer feedback and made process changes to exceed customer satisfaction goals
• Followed through with client requests to resolve problems
• Resolved customer complaints while prioritizing customer satisfaction and loyalty

• Managed team of 15 people.
• Import Operations and billing operations.
• Warehousing and distribution.
• Responsible for reduction in costs and increase in profits.
• Comply with Australian Customs requirements.
• Staff training, performance and salary reviews.
• Maintained energy and enthusiasm in fast-paced environment
• Resolved conflicts and negotiated mutually beneficial agreements between parties
• Resolved problems, improved operations and provided exceptional service
• Oversaw daily operations to ensure high levels of productivity
• Carried out day-day-day duties accurately and efficiently

Various roles within international freight forwarding industry from 1995 - 2000.

References will be provide on request.