Donald Ripley

Experience

• 

  PartSource

  Jan 2009 - Jul 2011

  Team Lead Manager
• 

  Canusa Automotive Warehousing Inc.

  Aug 2011 - now

  Manage all aspects of daily call center operations, processes, and the administration of a team of 11 staff including parts sales, providing parts information, handling inquiries, questions, and concerns, taking overflow calls from all branches and wholesale customers. and overseeing order management while implementing policies, procedures, and strategies to improve customer service and satisfaction.• Lead the implementation of call center strategies while conducting needs assessments, performance reviews, and implementing process improvements to enhance efficiency and productivity.• Create strategic call flow processes and ensure call response compliance; facilitate customer service training and address any performance issues.• Manage the coordination of staff recruitment, hiring, training, and scheduling; collaborate in creating/maintaining an environment of continuous improvement and customer service/retention. Show less Delivered all aspects of customer service and parts ordering service excellence while engaging with customers to address parts inquiries using automotive knowledge, company database, and a comprehensive parts catalogue.• Received a high volume of inbound calls, processed orders, and made follow-up calls to customers from across the APC network to follow up on inquiries, needs, and orders.• Collaborated with the Central Order Desk team, APC store branches, warehouse staff, and other departments to deliver services to customers; conducted inventory checks to verify product availability. Show less Partnered in the management of daily store operations and the activities of staff charged with the sale of automotive parts and supplies per the specifications of various vehicles, while driving all aspects of customer service excellence, profitability, staff training and development, and daily planning processes.• Performed the look-up and retrieval of parts requests, examined for conformity and managed store orders.• Assisted with store plan implementations that support regional and company initiatives to achieve both operational excellence and sales results; proactively identified and addressed performance issues. • Facilitated the training and coaching of staff; created staff schedules, and monitored attendance.• Participated in associate development, maximized sales potential, controlled expenses/shrinkage, and set up merchandise displays to drive sales.• Maintained daily record of all transactions while accounting for all money and daily receipts; handled sales, returns, order changes, and deposits. Show less Directed the management of daily store operations and the activities of staff charged with the sale of automotive parts and supplies per the specifications of various vehicles while driving all aspects of customer service excellence, P&L management, profitability, staff training/development, and daily planning processes.• Led store plan implementations that supported company initiatives to achieve both operational excellence and sales results; proactively identified and addressed sales and performance issues. • Managed the hiring, training, coaching, and mentoring of team members in daily business; created staff schedules and monitored attendance.• Drove strategic consultative sales strategies to achieve sales objectives and ensured employee compliance with all brand, store, and corporate standards.• Managed financial responsibilities to include P&L management, budgeting, cost controls, and order management; implemented efforts to increase sales and enhance employee performance.• Led stocking and inventory efforts, created merchandising displays, and implemented marketing/advertising ads regarding sales, promotions, and product assortment/availability.• Directed associate development, maximized sales potential, controlled expenses/shrinkage, and oversaw merchandise displays/visual merchandising methodologies to drive sales. Show less Provided quality customer service and assisted customer inquiries both in-person and over the phone using automotive knowledge, company database, and parts catalogue. Answered inbound calls, engaged with customers to provide parts information and process orders, and made follow-up calls to customers as necessary.• Completed necessary paperwork including warranty forms and maintained overall store appearance by cleaning and organizing regularly.• Picked, received, shipped, stocked, organized, and delivered on auto parts orders, helped control inventory, and ensured product availability.• Collaborated with the main warehouse to resolve stock-related concerns; maintained racking, shelves, pallet areas, workstations, and shared spaces. Show less

  • Central Order Desk Manager

    Mar 2022 - now

  • Central Order Desk Agent

    Jul 2021 - Mar 2022

  • Assistant Manager, East London Location

    Jun 2020 - Jul 2021

  • Sales Specialist/B2C Sales Administrator

    Apr 2018 - Jun 2020

  • Store Manager

    Sept 2013 - Apr 2018

  • Parts Counterperson/Customer Service Representative

    Aug 2011 - Sept 2013