Goshen, Ind.-based Lippert Components Inc. (LCI) and Kinro Inc., subsidiaries of Drew Industries Inc., announced today that April Klein has joined its executive team as vice president of customer support services. According to a press release, Klein will oversee the customer service, warranty and parts departments, as well as work with the aftermarket support team.
“As one of the largest suppliers in the RV industry, our customers expect and deserve the best,” said Jason Lippert, chairman and CEO of LCI and Kinro. “Under April’s leadership we are taking another great step towards delivering world-class service, as well as achieving synergies that will benefit the entire company.”
Klein comes to LCI and Kinro with over 25 years in the RV industry. As the former vice president of customer service at Monaco Coach Corp., Klein has extensive experience in managing large-scale operations, including multiple-site parts distribution centers, customer service call centers, warranty operations, technical publications, dealer training, factory service operations and recall administration.
Lippert said that the company had also made a number of additions and improvements to its aftermarket and customer service teams, including:
• Increased Staffing: 20 positions were added to the customer service department, which now totals nearly 50 people.
• Additional Space: The company added 2,000 square feet for the customer support call center and related offices.
• Upgraded Phone System: The new state-of-the-art phone system has a variety of features that will enhance the customer service capabilities of the service and warranty department. These features include live call monitoring and training, recorded calls, and queued calls with an active call back feature, as well as voice recognition technology.
• Warehouse Improvements: The warehouse has been equipped with inventory management systems for real-time parts status.