Jonathan Frey

About

Experienced leader with over 20 years in the Sales Operations/Customer Service field. Leading global CCAS deployment and SME. Green-Belt Certified. Focused on delighting customers, team-building, process improvement and employee engagement. Native English speaker with Full Professional Proficiency of Spanish.

Experience

• Ecolab (19 yrs 8 mos)
  • NICE in CONTACT Global Deployment Lead
    Dec 2024 - Present · 1 yr 8 mos

  • NICE in CONTACT EU Deployment Lead - CS Subject Matter Expert, SAP Contact Center (BCM) - EUR
    Feb 2024 - Mar 2025 · 1 yr 2 mos

  • Senior CS Supervisor Ecolab - Subject Matter Expert, SAP Contact Center (BCM) - EUR
    Dec 2006 - Feb 2024 · 17 yrs 3 mos

    Supervise Contact Center to ensure exceptional Customer Service and Customer Satisfaction. Order Processing and back-order management, complaints and resolution, debit/credit notes, Certificates of Analysis, Material Safety Data Sheets. SAP: Lead User (CRM, R/3, WEB-UI, BCM 6/7) Sales/Service Contracts, Equipment on Rent/Loan/Sales, CRM Error Resolution, CS and Supply Chain KPI Reporting and Analysis, Implementation and Management EDI (Customer/Material Master Data, Order Entry thru Invoicing). Implementation Project of European-wide SAP system (CRM, ERP, WEB-IC, BCM 6/7, concurrently). Owner, Advanced Sharepoint site (Power Apps work-flow). Sustainability Ambassador

• Procurement/Export Specialist at Ecuatorial Coca-Cola
  Oct 2005 - Apr 2006 · 7 mos

  Coordinate the Purchasing and Export of Materials sent from Europe to the Coca-Cola Bottling Companies in Northern Africa SAP R/3 (Procurement to Pay, Order to Cash)

• AFS Coordinator (International Distributors) at Bose Corporation
  Mar 2000 - Jul 2004 · 4 yrs 5 mos

  Product and Technical Support and Order processing, back order management for International Distributors (Latin American, Africa, and the Pacific Rim)