Jennifer Tuck

Experience

• 

  Tri-Arch Inc. McDonalds

  Aug 2006 - Jul 2013

  Assistant Manager (People Department Manager)

  This was a high volume store that made 3+ Million per year. Promoted to management at young age (16) with repeated promotions thereafter. Managed and completed a schedule for 80+ employees. Staffing / Recruiting / Interview and Hiring employees. Developed / coordinated training programs and events Responsible for quality control / P & L control Customer Experience Management Money management Team Lead of Safety committee Certifications ServSafe (Food Safety Course) 2007 BSM (Basic Shift Management) 2008 ASM (Advanced Shift Management) 2009 OTP1 (Ohio Technology Person) 2011 FRDM (Foundations of Restaurant Department Management) 2012 People Management Function 2012 DMC (Department Management Capstone) 2013 Show less

• 

  Tarkett

  Jul 2013 - now

  Product Launch Commercialization: To ensure impactful product launches through supporting Marketing and Sales in the development, review and execution of the steps and tools required to deliver high quality launches consistently and effectively. Portfolios, Sample Tools, E-blast, Web, Get material sign offsProject Manager of Materials and Communication for Launch: To support the coordination and development of materials, communication and other needs to provide an effective launch. Sample Department coordination, PM coordination, Graphics coordination, Vendor coordination, Get material sign offs, Get raw and final materials in the right location, Escalate issues and missed dates to Product/Project ManagerProduct Program Execution & Management: Support Product Management in the organization, execution and evaluation of product programs with Tarkett Sales and Customers. Support coordination of materials or information in development and set up of the programTrade Show & Other Support, Annual Product Guide Coordination, Brochures, Collateral, show coordination across products, samples New Product Research: To support a solid rational for product improvements and new product development. Support project team in executing new product research, Coordinate materials, Engage different audiences (external and internal) in identification and development of innovative ideas, Participate in development of new products- Manage $300 Million product lines to meet strategic growth plan- Assist new product development stage-gate process- Manage projects to improve existing products- Support the field team with internal and external product training- Field travel for product promotion and training- Product marketing support material development- Market and competitive product research- Product line sales reporting Show less • Apply policies, procedures, & guidelines appropriately & set the example for communication skills, work ethic, & judgment• Own continuity of customer care for your team through coordination & approval of team member vacation schedules, ensuring coverage at all business times, & resolving escalated issues• Conduct regular 1 on 1 communications with assigned team members to ensure understanding & achievement of goals, to include weekly call calibrations results. • Create & administer development plans • Lead, motivate, & develop CS team to deliver exceptional service.• Help identify training gaps & work with CSM to designate necessary training to support team • Utilize progressive discipline to manage personnel issues, with CSM assistance • Maintain coaching logs for both developmental, as well as disciplinary meetings • Display fluent knowledge in Customer Care processes executed by CS Representatives including: o Ability to process all customer orders received by: EDI, telephone, fax, email, & mail through order entry systems (SAP, Web Portals) efficiently & error freeo Ability to manage customer inquiries, including but not limited to: order status, product information, stock, delivery & shipment information, freight quotes, account status, sales programs, referral to local Tarkett Distributors or other Departments (billing, credit, freight), as well as product line knowledge• Act as a SME by answering transactional questions from the team, & solving complicated issues• Handle escalated calls from the team when the customer requests next level intervention• Work with CSM to help foster positive relationships with both internal & external customers to improve the customer experience.• Assisting Team in times of need• Ensure assigned team resolves customer issues in a timely manner including: claims, complaints & more complex service requests.• Represent CS in interdepartmental projects• Act as the manager in the absence of the CSM Show less • Coordinate and manage all logistics for customer events across North America including but not limited to; air travel, hotels, dinners, recreation, ground transportation, catering, dinner reservations, equipment, meeting space, supplies etc.• Act as direct liaison for Tarkett customers and sales representatives to manage registration, travel preferences, agenda content, ROI, and any additional needs to ensure a timely and effective customer visit • Develop, manage and communicate calendars and agendas for customer visits and events as well as internal trainings and meetings• Review and approve vendor contracts for customer experience events.• Provide ongoing coaching and training to Customer Experience Coordinator(s).• Identify and develop process/logistical improvements to ensure effective and efficiently customer events. • Work directly with marketing project managers and graphic designers for creation of customer event collateral.• Manage supplies, inventory and presentation of all customer facing materials including; samples, presentation aides and marketing materials • Process all visit related quotes and invoices. • Conduct manufacturing tours.• Develop and deliver customer presentations including (but not limited to) manufacturing/showroom/facility tours, product, design, sustainability, CEUs and overall brand message. • Develop and implement customer communication systems (i.e. RegOnline, Survey Monkey, or other) to identify and prepare front end business objectives as well as feedback loops and reports or statistical summaries.• Contribute to the planning and execution of cap ex, expenditure, and event budgets around customer experience.• Other duties as assigned. Show less • Execution of non-traditional business related projects to support sales. • Developed promotions, presentations & visuals to deliver communications & sales program to drive market share • Further develop National, State, & Local Contract Business & support commercial Consortia relationships• Working with global Tarkett sales companies & agencies providing system solutions • Develop pricing program documents & service model presentations for Consortia members & the distributors that support those members• Maintain matrices of pricing programs & conduct analysis of program effectiveness, potential channel pricing conflicts, & opportunities for market share improvement• Collaborate with Sales Admin Analyst to ensure pricing consistency & appropriate margin levels• Execute opportunistic business related projects that support sales efforts - Request For Proposal’s (RFP), power point presentations, local & regional incentive programs, digital communication, local/regional price lists, & other sales documents or programs as needed• Manage strategic account customer inquiries, including order processing through SAP• Collaborate with manufacturing facilities on production timelines - overall Forecasting• Obtain & communicate freight charges & letter of credit requirements• Negotiate the sale of special items to key customers • Managed/hosted all customer visits to warehouse facilities and plants• Facilitate & provide all appropriate export documentation/paper work; Pro Forma Invoice• Developed product recommendations, education & support• Maintain contact information in customer database (CRM & salesforce) • Generate customer reports, order status, & confirmations• Facilitate Consortia Group initiatives Show less Enhance customer experience with Tarkett's CRM (Customer Relationship Management) Group.Retailer Administrator: Update & manage 35,000+ third party dealers’ information. Third Party Sales Administrator, EDI cleanup, Manage Buying Group/Elite Memberships & files. Manage Advertising funds, Co-op’s, and merchandise funds. Manage new product line displays (registration forms, orders, shipping, & updates. Process quarterly rebates for 1000+ dealers, creating new material items, General Ledger coding per account, dispersing literature & samples. Participate in sales meetings & conference calls.National Account Administrator: Manage & report all National Account invoices & credits. Process credits $1M+/ yearly, working with Finance to close financial records (year & month end).SAP Implementation: Key role in the transition to SAP/ERP system from AS400 Module with a focus on developing SAP modules for CRM Group.Credit Administrator: Manage all Residential Credits, process & payment of claims, tracking credits & reporting, Process $100K+ credits, returned authorized material claims up to $100K+. Research & process management requests, promotional items & incentives including merchandising funds. Research & resolve chargeback issues with Accounts Receivable to resolve issues. Inter-department Work: Customer Service - Answer consumer calls and emails from corporate website, order entry, provide literature & samples to consumers, hotline advocate.Finance – Pricing Administrator backup: processing price overrides. Inter-company credits. Purchase Order Procurement Specialist for SAP. Material Master: enter new items into SAP system. Marketing – Pricing Database Analyst, Marketing Research on Competitive products.Attending & Setting up for Commercial / Residential Trade Shows.HR – Coordinate company-wide and department events to promote company morale. Show less

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