Liz Baker

Customer Service Manager, Emea @ECCO Safety Global

Leeds, GB

ESG are a Global Leader in Emergency Lighting, Audible Warning Equipment for Commercial & Emergency Vehicles for After Market, Emergency & OEM’s.Main Areas of Experience:An extremely demanding \'pivotal\' role managing a business transferring location whilst experiencing an upturn in business. Consolidation of 3 small customer service teams into 1 team. Moving sites, redefining job roles/ recruitment and a loss of account knowledge as long serving staff did not make the ‘move’.Management of a high volume of arrears – liaising with global customers & managing expectations in very difficult situations often with or at risk of line down etc, Extensive liaison internally with all departments - internal supply chain, production, despatch, finance & maintaining the customer service team. The first highlight was establishing reporting systems to give visibility of order progress to allow more effective order management.Management & fixing of the EDI ordering system to ensure customer demand was passed to the supply chain & production which over time, helped to fix a large volume of arrearsManaging extremely difficult situations, often face to face customer contactOver the last 2 years, turning the reactive account management into proactive account management, so we are now in a position to resolve potential risk to ontime delivery before it becomes a problemOE Scorecard Management Liaison with a wide range of customers in terms of size & spendManagement of Intercompany orders & streamlining ordering procedures in order to work smarter.Complaint analysis & implementation/tracking of trainingWorking with sales & marketing departments to maximise sales & record ROI for promotions/exhibitionsConstantly striving for continuous improvement & streamlining of systems to work smarterMany other areas.