Ellen Masse

Customer experience leader with 11+ years building customer care, sales support, and eCommerce operating systems from the ground up.

Career foundation is customer experience: grew from front-line customer service into leadership over service desk, inside sales, customer operations, commercial excellence, and digital commerce. Built the customer engine at OnlineMetals.com by leading high-performing service/sales teams, creating KPI accountability, implementing Zendesk as a CRM-style operating hub, launching a VIP loyalty program, and turning customer follow-up, issue resolution, and service quality into measurable revenue growth. Best fit for a high-growth consumer brand that needs a hands-on operator to build systems, protect the brand experience, coach teams, reduce friction, and make consumer feedback actionable across sales, brand, operations, product, and growth.

Strategic Commercial Excellence Manager - Strategic Sales Management - Sigma Aerospace Metals - Remote / Ronkonkoma, NY

(2025-10)

• Lead customer-facing commercial strategy, targeted outreach, RFQ follow-up, account re-engagement, and value-positioning for an aerospace-quality supplier serving aerospace, defense, space, commercial, and industrial supply chains. (L3Harris, Lockheed Martin, Boeing, Gulfstream, Rocket Lab, SpaceX)
• Build structured sales/service workflows and messaging that improve responsiveness, clarify value, and create a more consistent customer buying experience in a complex, specification-driven market.
• Translate customer requirements, sourcing friction, quote feedback, and market signals into sales strategy, process improvements, collateral, and cross-functional recommendations.
• Partner with Sales, Sourcing, Quality, Operations, and Logistics to resolve customer needs, manage complex requirements, and protect trust through clear communication and follow-through.

Strategic eCommerce & Marketplace Manager - thyssenkrupp / OnlineMetals.com - Northwood, OH

(2024 - 2024)

• Promoted to lead Mirakl-powered marketplace strategy and operations across 50+ third-party sellers, extending customer experience discipline into online reliability, seller performance, product content quality, and conversion confidence.
• Exceeded annual revenue target by 24% in four months through targeted marketplace strategy, stronger partner execution, and improved operating discipline.
• Improved online order experience by increasing on-time shipment performance from 81.2% to 93.56% and reducing rejected orders by 5.6%.
• Improved seller participation and readiness from 66% to 83% onboarding while partnering with Marketing, Data, Merchandising, and external sellers to strengthen product visibility and customer confidence.

Senior Customer Experience & Commercial Excellence Manager - thyssenkrupp / OnlineMetals.com - Northwood, OH

(2016 - 2024)

• Owned customer experience and sales support operations for high-value strategic accounts and Top 100 customers, leading teams that delivered approximately $9.3M in booked revenue and supported a $35M customer/account portfolio.
• Built and led the customer operating rhythm across service quality, quote follow-up, account engagement, customer issue resolution, escalations, revenue growth, and gross profit discipline.
• Created KPI discipline across response/follow-up behavior, quote activity, conversion, revenue, margin, customer engagement, CSAT/service quality, first-contact resolution, recurring issues, and operational bottlenecks.
• Launched the VIP customer rewards program, increasing VIP sales (digital) 23.6% with no reduction in gross profit while strengthening loyalty, retention, and repeat purchase behavior.
• Increased offline sales contribution from 12% to 35.6% by building a more disciplined customer engagement model, strengthening follow-up accountability, and making service a revenue driver.
• Implemented Zendesk as a CRM-style customer experience operating hub in the absence of a traditional CRM, improving visibility into customer conversations, quote status, rep ownership, issue management, and escalation follow-through.
• Reduced quote-to-order cycle time 23.6% through Zendesk automation, queue structure, cleaner handoffs, clearer ownership, and tighter sales/service/operations workflows.
• Stabilized the people side of customer operations: coached reps, addressed performance gaps, resolved internal friction, trained new leaders, and kept teams accountable to customers, KPIs, and revenue goals.
• Built Power BI reporting and management routines that gave leadership visibility into revenue, margin, CSAT/service quality, customer engagement, issue trends, and opportunities for process improvement.
• Partnered with Marketing on targeted customer campaigns, VIP/reward messaging, reactivation efforts, and segmented outreach that deepened relationships and accelerated measurable sales growth.

Inside Sales & Customer Service Manager / Lead - thyssenkrupp / OnlineMetals.com - Northwood, OH

(2013 - 2016)

• Built and led a 14-person service desk environment handling customer questions, quote follow-up, order issues, delivery concerns, pricing confusion, and escalation triage.
• Implemented SLA playbooks, response standards, coaching habits, and clearer escalation paths, improving first-contact resolution to 92%.
• Helped split one broad service group into two specialized customer care and revenue teams, creating stronger ownership, cleaner workflows, and better accountability.

General Sales Manager Trainee - Alro Steel

(2025)

• Overseeing an entire facility of 127,000 square feet in relation to logistics, quality processes, day to day operations, managing the branch profit and loss report, engaging with outside/inside sales & inside sales management, territory activity, and service expectations in a fast-paced industrial sales environment.