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Highly motivated, Customer Service Group Team Leader with over 18 years of customer service experience. Committed to excellence through results and customer satisfaction.
To secure a position where my existing skills in the areas of customer service and administrative can be utilised by a progressive and innovative company.
Customer Service Representative
About Me
Industry: |
Customer Service |
|---|---|
Occupation: |
Customer Service Representative |
Highlights: |
• Successfully trained new customer service team at a new site to be fully functional by their “Go Live” date. • Provided scenarios of all order types, prepared guidelines of customer service duties and processes to assist with the training and transition of the new customer service team. • Provided support to the new customer service team for an additional eight weeks of follow-up and to resolve issues. • Contributed to two successful SAP Operating system implementations. Major contributions revolved around customer service functionalities in Sale & Distribution. • Facilitated pro-active order solicitation and cost effective fill-outs by developing a working knowledge of customer order patterns and order capabilities. • Reduced invoice discrepancies due to pricing errors 50% by training with the pricing specialist and developing an auditing process. • Standardized customer service policies and procedure manual by taking active interest and part in the creation of SAP order entry process, OTIF (on time, in full) reporting process and the credit & debit process. • Improved order fulfillment and customer satisfaction by streamlining the order fulfillment process with other internal partners. • Improved customer service based on client feedback through the development of a Customer Care Program. • Reconciled two major accounts that were past due by traveling to their plants to work with their AP department to resolve invoice/pricing discrepancies. |
Ideal Companies: |
Abbott, SC Johnson, Baxter, Uline |
Education level: |
Certification |
Will Relocate: |
Yes |
Location: |
Trevor, WI |
Work Experiences
4/1997 - 4/2009
Hexion Specialty Chemicals
Entry Level
- Interacted with customers, sales team and cross-functional partners to address needs and coordinate problem solving. Managed and maintained over 100 customer accounts which included two of Hexion’s largest customers. Used SAP to enter orders; ensure accurate pricing; process product returns, credits/debits, invoices, customer complaints; maintain customer master data and produce proper documentation for all. Provided non-order related support to customers and sales. This may include transmittal of MSDS, COA, TDS or any number of other product related inquiries.
11/1994 - 11/1996
Cordeck
Entry Level
- Provided administrative and clerical support for the Manufacturing Plant President, Marketing Manager and the sales team. Interacted daily with the sales team to maintain existing and new clientele. Formulated and distributed daily and monthly cost reports. Maintained trucking schedules and deck order logs. Performed inventory control functions and some purchasing.
5/1990 - 5/1994
Snap-on Tools Corporation
Entry Level
- Interacted with venders and corporate staff to coordinate efficient product distribution and expedient product delivery. Problem resolution for parts-related issues regarding the Snap on Tools product line. Troubleshot dealer inquiries regarding shipment and/or billing inaccuracies.
• One of the top rated Reps for overall accuracy, efficiency and effectiveness.
• Trained personnel in computer operations, catalog instructions and inventory control.
Education
2006
Certification Degree
Carthage College
- Paralegal
1986
Trade School Degree
Gateway Technical College
- Secretarial Studies & Basic Accounting
1984
High School/GED Degree
Mary D. Bradford H. S.
- General Studies
