Drew Roberts
Global Supply Chain Manager
- Role
- Customer Service Manager Global Supply Chain at Cintas
- Location
- Cincinnati, OH, US
- LinkedIn followers
- 500 followers
About Drew Roberts
Accomplished and Highly Qualified Manager with with 14+ years’ experience in the organization, planning,management, problem solving and recruitment activities for corporate business, college sports programs, and event management. Proven expertise in motivating people and employees to achieve goals, while also prioritizing and strategising for successful business and athletic programs. Background includes leadership in corporate business and educational field.
Experience
Customer Service Manager Global Supply Chain
Jul 2023 — Present · Cincinnati, OH, US
Manage the Global Supply Chain Customer Service Team (7)Provide Great Customer Service to the Rental Garment and Facility Services DivisionsManage large account process for Rental Garments: Created Large Account Smartsheet for proactive preparation to support and track all large accountsDesigned SOPs for Large Account Coordinator Position Key Performance Indicators:Created 4 new KPI\'s for the Customer Service Team (Response Time, Emblem Backorders, Emblem Open PO, Materials under 100 Backorders)Review team and individual KPIs weekly/monthly/annuallyEvaluate current KPIs and reassess/create new goalsNew Software & Technology:Researched and implemented new customer service software to track tickets called IssuetrakIncorporated and Created Smartsheets for Large Accounts, Specialty Orders, Credits/ReturnsCreated Customer Service Chat using Microsoft TeamsRe-built Customer Service Website with the goal of one click access to resources Communication:Create and disperse divisional email communicationAttend and participate in divisional calls to provide input on GSC updates and resources Training:Provide in-person training for field representativesCreate training documents for field representatives On-boarding:Conduct InterviewsCreated a one month on-boarding training calendar for new PartnersCreated training videos and training documents to expedite on-boarding processAssigned current partners training responsibilities for new partnersPartner Development:1 on 1 Weekly Meetings with current team membersCreating development plans for partners Creating opportunities for partners to gain valuable experience Oversee Process Improvements:Re-structured Large Account ProcessEnhanced Issue & Returns ProcessCreated easy process for backdoor/specialty ordersEnhanced Customer Service Website for easier access to resources Re-structured team\'s individual responsibilities to improve overall efficiency Reformatted FS Holiday Schedule
Education
Xavier University
Bachelor's degree, Public Relations, Advertising, and Applied Communication
2003 — 2007
Ohio University
Master’s Degree, Recreation and Sports Studies
2008 — 2010
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