Gabe Schroedter

Articulate, engaging, and highly collaborative professional with an outstanding track record of success in leveraging extensive knowledge of SAP culture, products, and technologies to facilitate the delivery of an exceptional customer experience. Highly skilled leader, communicator, trainer, and mentor with a talent for ensuring the success of SAP Digital Experience Sales Support teams, projects and agents. Gifted at cultivating productive relationships with diverse stakeholder groups to drive attainment of common corporate goals and objectives.

Hard-working, innovative, and versatile with expertise in listening to customer needs and identifying the resources and solutions needed to meet their expectations.

Vancouver Team Leader, SAP Digital Experience - Customer / Partner Support & Assisted Sales at SAP (2023-08 – Present)

Vancouver Team Leader, SAP Digital Experience - Customer / Partner Support at SAP (2016-06 – 2023-08)

• Leadership: Accountable for hiring, training, and managing a team of 8 to 13 people responsible for ensuring orders placed on store.sap.com are fulfilled in a timely and effective manner, and in accordance with customer expectations. Directly involved in managing performance, facilitating development opportunities, and discipline/grievance resolution.
• Day-to-Day Operations: Coordinate day-to-day operations and provide a fast response "center of expertise" for digital commerce channels. Respond to inbound/outbound phone, chat, and email inquiries; process transactional orders; collaborate with SAP Sales teams; scope solutions; and manage and escalate feedback to key stakeholders.
• Service Excellence: Demonstrated consistent ability to deliver exceptional customer support, advice, and guidance both personally and as a team leader. Recognized as an expert in answering inbound inquiries and fulfilling orders for resellers, account executives, and customers.
• SAP Products & Technology: Continually learn, utilize, and train team members on SAP ERP, CRM, Hybris Commerce, SCC, SSF (Shared Services Frameworks), SAP GUI 7.4, and SAP Analytics Cloud to build a strong skill base within the team used to navigate SAP systems and resolve customer issues.
• People & Culture: Orchestrated the development of a team culture that prizes knowledge sharing through documentation and collaboration. Played a key role in driving discussion on asynchronous chat (MS Teams) to transfer knowledge across time zones, eliminating knowledge gaps, and supporting development of team members.
• Problem Solving & Collaboration: Accrued a reputation as an outstanding problem solver with an ability to engage multi-disciplinary teams across a large organization to identify and deliver effective solutions to overcome customer problems and ensure delivery of exceptional service.
• Continuous Improvement: Instrumental in driving improvements to troubleshooting materials (guides) to reduce customer frustration when delays happen.

eChannels Specialist, Go to Market (Sales) team at SAP Digital (2013-12 – 2016-06)

• eChannels Specialist: Tasked with providing a high-touch, fast-response "center of expertise" for SAP's eCommerce platforms.
• Customer Experience: Provided solution clarity and an integrated online buying experience for a diverse customer base. Responded to inbound inquiries on a broad range of topics and took the initiative to track and report on team interactions via chat and phone from day one.

Marketing and Customer Service Supervisor at Sonax (2011-01 – 2013-11)

• Marketing & Customer Service: Responsible for writing and editing product specifications and data sheets, and for handling customer inquiries and replacement part requests.
• Process Improvement: Significantly improved efficiency and productivity by developing an online product submission system in Excel which eliminated manual entry and allowed for mass batch product uploads into Amazon.com.
• Sales Success: Facilitated the first implementation of SEO which helped drive increased sales and lead FB-2600 to rise into top ten in TV Stand category on Amazon.com in 2013.

Marketing Manager at OTR Recycling (2009-12 – 2010-11)

• Marketing & Operations: Developed and executed manufacturing, business, and marketing plans. Applied for and secured funding from government programs. Coordinated local pickups and international shipments of scrap tires and rubber products.

Graduate in Creative Communications Program (Major in Advertising) – Red River College

Bachelor of Arts in Rhetoric – University of Winnipeg