Follett Content Solutions, LLC
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eCommerce • Edtech • Logistics • Retail
Leads customer service and order entry/account maintenance teams, setting strategy, developing leaders, managing escalations, and improving customer experience. Owns KPIs including satisfaction, retention, resolution time, order accuracy, and service levels. Partners cross-functionally with Sales, Product, Operations, Finance, and Logistics; sponsors process improvement and digital transformation; manages budgets, headcount, reporting, and resource planning.
