Jose Morales

Accomplished Customer Service and Operations Leader with over seven years of experience driving customer satisfaction, operational efficiency, and cross-functional collaboration within the manufacturing industry. Promoted to Customer Service Lead after consistently demonstrating leadership, process improvement, and operational excellence. Experienced in managing customer service and order processing teams, overseeing logistics and delivery coordination, developing standard operating procedures, and supporting business growth initiatives.

Adept at building strong customer relationships, leading high-performing teams, and implementing scalable processes that improve efficiency and support organizational growth.

Customer Service Lead at Universal Window Coverings (2022-08 – Present)

Promoted to Customer Service Lead after four years of consistently exceeding performance expectations and demonstrating leadership. Directly oversee the daily operations of Customer Service Team (7 employees), Order Processing Team (4 employees), and Sample Packaging Department (1 employee). Support a customer base of more than 1,000 dealer accounts throughout Florida while assisting with the company's continued expansion into out-of-state markets.

• Lead daily customer service operations, ensuring exceptional service levels, timely issue resolution, and effective communication across departments.
• Coordinate closely with Production, Shipping, Warehouse, Accounting, and Sales to ensure accurate order fulfillment and on-time deliveries.
• Manage escalated customer concerns, warranty claims, replacement orders, remakes, returns, and delivery exceptions.
• Oversee delivery scheduling and route coordination while communicating operational updates to internal departments and dealer partners.
• Develop and implement new departmental procedures and standard operating processes that improve efficiency, consistency, and accuracy.
• Train, mentor, and support employees across Customer Service and Order Processing while fostering a collaborative team environment.
• Review pricing, sample inventory, and product availability while coordinating company sample programs.
• Assist leadership with operational planning and initiatives related to expanding business operations beyond Florida.
• Utilize Microsoft Office and ERP/order management systems to manage customer accounts, reporting, inventory, and workflow.

Customer Service Representative at Universal Window Coverings (2018-08 – 2022-08)

• Provided exceptional customer support to dealers through phone and email communication.
• Processed orders, warranty requests, replacements, and returns while ensuring accuracy and customer satisfaction.
• Worked closely with internal departments to coordinate production schedules and deliveries.
• Built strong relationships with dealers by providing timely updates and proactive solutions.
• Quickly became a subject matter expert on company products, policies, and operational procedures, leading to promotion into a leadership role.

Associate Degree – Valencia College