Dan Gruenberg

Director of Customer Service & Shipping @Jewel-Craft, Inc

Erlanger, KY, US

Senior Manager overseeing Customer Service, Data Entry and Shipping, comprising of 55 employees and 4 managers.• Implemented individual goals and metrics for Data Entry to align with customer expectations.• Developed a staffing model to balance process efficiency and required staffing based on production metrics.• Promoted a culture of internal growth, achieving record-breaking performance in November 2023, with the highest number of repairs received and billed out in JCI’s history.• Led the development of the Top 30 Report, providing insights on JCI’s performance for top revenue-generating customers.• Enhanced communication and operational efficiency by introducing swim lanes in the customer service department, streamlining customer communication.• Served as the primary escalation point, collaborating with Quality Control & Operations to identify acceptable resolutions.• Maintained strong relationships with major shipping companies like FedEx and UPS to ensure consistent achievement of priorities and expectations.