Stephen Mantle

Experience

• 

  Cantu Bathrooms

  Sept 2007 - Jun 2012

  Customer Relationship Specialist

  Reporting to the General Manager, I was promoted to this position in 2011 and was wholly responsible for managing the relationship between our Sales and Warehouse and logistics teams. I managed the customer experience entirely; ensuring satisfaction levels improved and were maintained.Responsibilities:Presented to management on a monthly basis reporting on feedback of any issues, new products and salesCustomer Relationship Management:-Holistically managed customer relationships to include: -Assessing needs-Recommending products-Providing quotes and breakdown analysis-Provide order status updates for customers and expedite orders -Maintain ongoing dialogue with internal and external customers throughout the sales process-customer satisfaction follow-upSupplier Management:-Managed relations with a variety of global suppliers and manufactures -Managed the logistics and shipping of products - both inbound and outbound-Quality controlSales:-Support and assist Senior Sales Reps when required-Proactively grow client base and maintain existing client baseShowroom Material Handler-Require a mixture of trade skills to set-up and dismantle showroom displays-Ad-hoc Shipping and Receiving-Operating Handling Equipment-Providing excellent customer serviceShipper and Receiver-Determine method of shipment-Schedule distribution of goods-Prepare bills of landing, invoices and other shipping documents-Maintain internal record keeping system-Recording shortages and damaged goods-Loading and unloading of goods Show less

• 

  Microsoft

  Aug 2013 - Jul 2014

  Operations Account Manager

  My career at Accenture was part of the outsourcing team working for the Microsoft project (MSCIS). I supported many different teams while working on this project. Starting off as a CSR for the German market which I then worked supporting the project team leader of the Canadian rebates while managing a small operational account XDK. After successful managing my time and performance while supporting two projects I was promoted again within my first year as Operation Account Manager for Samples in EMEA. I managed 50% of my time to manage operations of the Irish Operations account.For this role I worked closely with Microsoft Operations management to improve and implement new process while successfully managing operations.Responsibilities included:- Managing issue resolution with customers including co-ordination and closure of short/ long-term corrective actions.- Driving corrective action where service levels are not being met.- Monitoring order management performance.- Managing customer orders and ensuring a clean order book at all times.- Create per store forecasts and their inventory requirements for allocation - Acting as the second point of escalation (after the Customer Service Rep) for significant operational issues.- Allocate and Release Internal Samples order for MS Promotions making sure deliver on time.- Weekly analysis and project reporting to Senior Management team in the Operations. Acting as the end-to-end expert and owner of all operations related activities.- Working with the Regional Operations Manager to deliver support and knowledge to the Sales Team.- Establishing and building relationships with MS Account Mangers.- Understanding, analysing /driving internal decision making on region/country specific business and service level requirements.- Responsible for in-depth analysis of executive search projects and making recommendations on a weekly basis to resolve problems where projects are not on time. Show less

• 

  BC Hydro

  Dec 2014 - Jul 2015

  Project Administrator

  BC Hydro is a provincial Crown corporation with a mandate to generate, purchase, distribute and sell electricity to residents of British Columbia, Canada.Part of the main project responsible for implementing new business processes, I worked closely with project management to assist with the project needs.Main responsibilities were; to process invoices for over 30 consultants while maintaining the ledger of payments and being the main point of contact for consultants/ vendors of invoice/ contract issues. Responsibilities included:- Summarizing and reporting projects cross charges, other billing data and forwards to - Business Support Services for processing and action.- Assisting clients with reconciliation of their expense reports, processing and management of accruals- Performing duties of a minor nature related to the above of administrative relation- Managing on-boarding/ off- boarding off team members- Approving and supporting invoice process - Creating CR’s and CCR’s in system for procurement Show less

• 

  HITCASE

  Jul 2015 - Feb 2016

  Order Fulfillment Manager

  Hitcase is a global e-commerce business of waterproof cases for IPhones, founded and operates in Vancouver. My main responsibilities were reviewing before releasing to our distribution center all customer orders on a daily bases. Reporting key operational issues, supervision of customer service team and inventory levels to the operation manager was also important part of my daily workload.Complete scope of logistics and order management knowledge needed to work independently, quickly resolve order and shipping issues to meet delivery deadlines key to succeed.Responsibilities include:- Managing end to end processing of e-commerce customer orders- Reporting inventory levels/ financial shipping costs- Identifying order process issues and implementing new improved processes- Point of contact for escalated customer related issues/ orders- Processing RMA’s - Training new CSR’s- PayPal transaction order/ fraud processing Show less

• 

  Bulgari

  Sept 2016 - now

  Responsibilities include:-Manage requests/orders received from PR/ Marketing teams (SAP order entry in the system, checking pricing, launch dates, date of delivery, backorder management, etc.)- Work Closely with Distribution planning, F&A teams and any other departments that may be involved (Pricing, stock, Invoicing, IT, Packaging..etc), when issues occur, at any stage of the flow (from order entry to delivery to client), in order to obtain a fast resolution and ensure customer satisfaction.- Coordinate operational market activities effectively, using all available resources, verifying progress and intervening in a timely manner when obstacles arise; always keeping with agreed deadlines and commercial requirements and working to maximize shipments/revenue whilst maintaining a positive and enthusiastic approach on any interaction with customers, colleagues and other departments.-Support DP to define best practices and procedure on the gifting and pr activities from a supporting prespestive- Extract data from SAP and report in form of pivot table to marketing teams- DP duties ( urgent approval requests when needed, quick decision making when issues occur and allocation of pcs for Asian markets for CS to create deliveries) Show less

  • Senior Distribution Planner

    Mar 2024 - now

  • Distribution Planner

    Oct 2021 - Apr 2024

  • Order Management Representative

    Sept 2016 - Sept 2021