Susan Karnuth

About Susan Karnuth

Results-oriented and performance-led Customer Service Manager Professional holding a Bachelor’s in Business Administration in Management and 15+ years of experience in team leadership, sales strategy development, and customer service levels elevation. Expertise in maximizing gross profits, collaborating with sales executives, and improving customer satisfaction scores.

Experience

1. Customer Service Manager

   BAND-IT IDEX

   Jan 2025 — Present · Denver, CO, US

   Manages, directs and supports Customer Service Representatives. Evaluates performance of all customer support duties in line with company strategies to achieve world class customer satisfaction- Process owner of all customer service procedures including creating, measuring, and maintaining Key Performance Indicators (KPIs)- Uses Continuous Improvement to continuously analyze data and identify needed process improvements- Partner and collaborate with key stakeholders to address customer complaints and develop tools to ensure they do not reoccur- Consults with sales, marketing, quality, accounting and shipping to quickly resolve customer issues- Created Export Compliance process and procedures to ensure we are adhering to Government regulations and requirements- Partner with HR to create and maintain customer service job duties and descriptions- Conduct weekly 1:1 meetings with direct reports- Lead weekly Customer Service meetings to communicate any new company information to team. Invite other departments to discuss how we collaborate and improve our interactions- Work with IT to improve processes, productivity and EDI transactions- Developed team member into their targeted role through structured coaching and mentorship.

Education

• Roosevelt University

  Bachelor of Business Administration (B.B.A.)

• Roosevelt University

  Bachelor's degree

• Oakton Community College

  Associate's degree

Skills

• Strategic Partnerships
• Analysis
• Building Relationships
• Contract Negotiation
• Process Improvement
• Pricing
• Team Management
• Sales Operations
• Customer Service
• Operations Management
• Cross-Functional Team Leadership
• Marketing
• Strategy
• Strategic Planning
• Management
• Team Building
• Customer Satisfaction
• Negotiation
• Coaching
• Budgets
• Team Leadership
• Team Mentoring