Beverly Gauthier

Account Executive II Lead – Customer Operations
A.W. Chesterton Company | Groveland, MA
Oct 2017 – Present

• Build and maintain strong working relationships with customers by serving as a reliable point of contact for order support, issue resolution, and ongoing service needs.
• Serve as a primary point of contact for customers, responding to inquiries and resolving issues while ensuring timely and professional communication.
• Collaborate with cross-functional teams including sales, logistics, planning, and technical support to meet customer requirements and delivery timelines.
• Review and process customer purchase orders for accuracy including pricing, product nomenclature, and order completeness.
• Coordinate order processing and expedite requests to ensure customer expectations are met.
• Manage and investigate customer complaints and product/service issues, coordinating with appropriate departments to reach resolution.
• Provide technical and product information to customers to support purchasing decisions and product usage.
• Train and mentor new team members to improve productivity, accuracy, and service consistency.

• Directed order fulfillment process to ensure consistent and positive customer service experience
• Managed projects, order completeness, and processing to meet customer expectations for on-time shipment targets while maintaining a high level of quality and risk mitigation throughout the process
• Responsible for purchasing change management with attention to backlog, integration, engineering, and shipping/logistics to meet the needs of the businesses workflow
• Investigated and made decisions within established process for resolution of issues and escalating decisions regarding exceptions and critical situations
• Cross managed and collaborated with internal and external customers to achieve goals
• Spearhead issue resolution by identifying and communicating potential mitigation options
• Ensured margin integrity by following exception processes for sales management approvals
• Accountable for portfolio order success through the invoicing process and resolution of order issues.

• Managed office operations, schedules, travel and procedures for senior management/executive staff
• Responsible for compensation and benefits administration, as well as payroll processing through ADP.