Iwona Stachanska

Managing and presenting overall direction and leadership for the Customer Service organization
Leading various project management initiatives with focus on supply chain process improvements
Cooperating with all IP Departments to coordinate Customer Service operations
Providing business strategy and objectives
Handling US Northeast, Mid-Atlantic, Canada, West Coast clientele portfolio (B2B segment) and customer service department (70 people)
Improving Customer Experience
Overseeing complete order execution from manufacturing to logistics (coordinating production and transportation)
Cooperating closely with local and regional Sales Representatives in attaining quarterly goals
Seeking for productivity improvements with focus on costs efficiency
People development

Responsible for performance and direct reports development
Leading Supply Chain and SAP projects
Coordinating and monitoring of daily activities and workload of Customer Service Team (12 people)
Execution of business objectives and achieving customer satisfaction
Escalation point of contact for Customer Service Teams, internal departments, Sales and customers
People development

Delivering high quality of service to B2B customers in New York region
Leading project: cost to serve optimization, transportation modes change, customers transition
Managing orders and deliveries
Providing information to customer inquiries and shipments
Pricing quotes
Handling order damage/return processes
Monitoring costs optimization in deliveries within the region
Preparing daily backorder reports
Day-to-day cooperation with other company’s departments: supply chain, transportation, production planning, pricing, etc.
Building strong relationships with relationships with internal and external customers
Participating in customer experience projects