Customer Service & Account Specifications
Heidi Gluchman
Senior Manager of Customer Service and Account Specifications
(800) 888-4478, voicemail 6380
HGluchman@bwibooks.com
I started my career with Follett Library Resources after working in advertising for several years. I hold a BA in Marketing/Management with a minor in International Business. I have held various positions within Follett Library Resources which gave me ample opportunity to I learn about the domestic and International school library market. In 2007 I was promoted to Sr. Manager of Customer Service for BWI where I continue to learn about the public library market each day. I am dedicated to developing a knowledgeable, professional, passionate team of associates dedicated to you and your patrons.
Danielle Black
Customer Care Consultant
Alabama, Connecticut, Georgia, Mississippi, Maine, Massachusetts, New Hampshire, New York, Rhode Island, western Tennessee, Vermont, International
(800) 888-4478, voicemail 6376
danielle.black@bwibooks.com
My journey started under Follett Library Resources 6 years ago working with schools across the country. After gaining my footing under the school market joined the BWI team for 2 years providing specifications support for BWI customers. I return to BWI now after 3 years of working with International schools with a multitude of experience and eager to put to use the things I’ve learned.
Brandi Lorenz
Customer Care Consultant
Delaware, Maryland, New Jersey, east Pennsylvania Virginia, Washington D.C, Military, Government, International
(800) 888-4478, voicemail 6383
brandi.lorenz@bwibooks.com
I am pleased to work with our International, Military and Government Accounts as their dedicated Customer Care Consultant with BWI. I strive to provide exceptional service and build a relationship with each of my customers. I look forward to working with you.
Lisa Olson
Customer Care Consultant
Alaska, California, Hawaii, Idaho, Michigan, Montana, north Ohio Oregon, west Pennsylvania, Washington, Wyoming
(800) 888-4478, voicemail 6373
lisa.olson@bwibooks.com
I started my career with Follett Library Resources on the Order Editing team prior to transferring to BWI’s Customer Service team. I worked two years as a Customer Care Consultant with BWI before taking an opportunity with Follett Library Resource’s Customer Service, where I worked for two years with the school library market. I am happy to be back with the BWI team, bringing the knowledge and skills I have gained from both companies. I am dedicated to providing outstanding service to you and your patrons. I look forward to working with you.
Laura Ozanic
Customer Care Consultant
Arkansas, Illinois, Indiana, Iowa, Kansas, Kentucky, Minnesota, Missouri, Nebraska, North Dakota, south Ohio, Oklahoma, South Dakota, West Virginia, Wisconsin
(800) 888-4478, voicemail 6377
laura.ozanic@bwibooks.com
My experience in customer service extends back to 1988. I enjoy my job and am especially happy to be a member of the BWI team.
Kim Yencich
Customer Care Consultant
Arizona, Colorado, Florida, Louisiana, New Mexico, Nevada, North Carolina, South Carolina, eastern Tennessee, Texas, Virginia, Utah
(800) 888-4478, voicemail 6379
kim.yencich@bwibooks.com
My Follett Corporation experience began as an order editor for Follett Library Resources before I had the wonderful opportunity of becoming part of the BWI Customer Service team.
Kyle Bachman-Johnson
Customer Specifications Coordinator
Arkansas, Illinois, Indiana, Iowa, Kansas, Kentucky, Minnesota, Missouri, Nebraska, North Dakota, south Ohio, Oklahoma, South Dakota, West Virginia, Wisconsin
(800) 888-4478, voicemail 6481
kbachman-johnson@bwibooks.com
I joined BWI in Customized Cataloging and then transferred to Customer Account Specifications. I earned a BA in Psychology with a minor in Art and have enjoyed some graduate coursework in psychology and public health.
Jamie Davis
Customer Specifications Coordinator
Florida, Louisiana, North Carolina, South Carolina, eastern Tennessee, Texas, south Virginia
(800) 888-4478, voicemail 6372
jamie.davis@bwibooks.com
I joined BWI as an Accounts Receivable Representative where I worked closely with Customers and internal staff. My previous experience includes Accounting, Finance, Operations Coordinator and Office Management. I am the proud mother of three wonderful children, one currently serving in the U.S. military. I have built relationships with many of our BWI Customers in my previous position and I am honored to be a part of the wonderful Customer Service team. I look forward to serving you in my new role as a dedicated Customer Specifications Coordinators.
Beth Diehl
Customer Specifications Coordinator
Arizona, Alabama, Colorado, Connecticut, Delaware, Georgia, Mississippi, Maine, Maryland, Massachusetts, Nevada, New Hampshire, New Jersey, New Mexico, Rhode Island, western Tennessee, Utah Vermont, north Virginia, Washington D.C.
(800) 888-4478, voicemail 6374
beth.diehl@bwibooks.com
I’ve worked a number of years as a Customer Care Consultant for BWI. I have had the opportunity to work with a variety of librarians and developed excellent, effective working relationships with my customers.
Katie Miller
Customer Specifications Coordinator
Alaska, California, Hawaii, Idaho, Michigan, Montana, west New York, north Ohio, Oregon, Washington, west Pennsylvania, Wyoming
(800) 888-4478, voicemail 6384
kamiller@bwibooks.com
During my career with BWI, I have been fortunate to work in BWI’s customer service department in many different roles. I began my career as a Support Clerk, where I became familiar with many BWI accounts and the needs of Public Libraries. I then worked my way into the role of a Customer Care Consultant and was able to develop many great relationships with Librarians in my territory. I have now been presented with the exciting opportunity to further serve our Public Library Customers as a Customer Specifications Coordinator. I look forward to working with you and your patrons.
Carolyn Matthews
Special Projects Coordinator/Trainer
(800) 888-4478, voicemail 6371
carolyn.matthews@bwibooks.com
I have more than 21 years customer service and project management experience with both BWI and United Airlines. I take pride in knowing that no matter how big or how small your Opening Day Collection or Special Project is, I treat every customer the same and take you thru all of the phases of your project to ensure an on time delivery, high fill rate and 100% accuracy! Most of all, I find that my customers become part of the BWI family as we work toward your delivery date. There’s nothing like seeing that semi pull up in front of your library and seeing all the cartons of books being placed on your shelves. I invite you to give me a call. Let’s start working together on your opening day!
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