Heather Hopkins

Customer Service Manager @Integrated Power Services

US

Lead the IPS Customer Service Distribution/Parts operation for IPS Renewables, ensuring that the customer service team is delivering unmatched customer experience.Manage and develop Customer Service operational metrics that emphasize accountability, quote velocity, accuracy, and operational continuous improvement.Develop and execute operational sales strategies to meet/beat AOP Distribution revenue and margin targets for the Renewables business.Manage and execute strategies to ensure market-based pricing and order margin performance meets and exceeds AOP targets.Recruit, develop, and coach Customer Service team through daily mentoring. Assist in development of product acumen, sales process, communication, and consultative sales skills.Recruit and be engaged in the marketplace as CSR upgrade needs are identified.Coordinate and collaborate with functional areas to improve customer service, customer retention and target acquisition.Engage with the Purchasing team on inventory requirements, gaps, turns and other needs as they arise. Ensure data is current and accurate.Regularly engage in daily Distribution and Warehouse operations and customer interfacing, including, but not limited to; customer quoting, customer communication, customer feedback, and other revenue generating activities and projects.Provide detailed customer engagement activity, sales trends, and monthly/future forecasts to Renewables management team.Monitor external environments and competitive landscapes to determine growth opportunities.(new lines, product additions related to customer base)Ensure proper controls and compliance with corporate policies and procedures.Other duties as assigned by VP of Renewables.

Wayland Baptist University

Bachelors, Business Administration