SUMMARY

• 15+ years Customer Service Experience (Fields: Medical Device, Specialty Gas, and Confidential Manufacturing)
• 10+ years Sales Support Experience
• 4 years Office Assistant/Administration Experience
• 1 year legal assistant, human resources, and payroll
• Customer Service transitions after mergers - learn the current way of Customer Service activities, develop them into Confidential standards, train the Customer Service team on these activities {Travel required for these activities}
• ERP Implementation - train & transition team from a BPCS/QAD environment to SAP
• Customer Service transition after business unit purchase - transition Customer Service activities from our team to the new company
• Data Management / Clean Up - after SAP implementation review, edit, and update information in the new ERP system to reflect current business rules
• Current project: GHX Implementation

TECHNICAL SKILLS

• SAP
• SalesForce
• Intermediate Level - Microsoft Word
• Intermediate Level - Microsft Excel
• Intermediate Level - Powerpoint
• Intermediate Level - Outlook
• Quickbooks
• AS/400
• Epicor (Vantage)
• JD Edwards (Oracle System)
• Image Now / Web Now
• Lotus Notes
• Electronic Data Interface (EDI)

PROFESSIONAL EXPERIENCE

Confidential

Customer Service Supervisor

Responsibilities:

• Leadership Skills Supervisor a team of 6-7 employees
• Transition team from an office environment to a remote team (COVID-19 impact)
• Performance Reviews
• Development Conversations
• Schedule Management
• Training
• Hiring process
• Participate in audits as requested
• Resolve escalation issues
• Collaboration Work with other departments to implement/change processes to improve work flow
• Encourage team to share feedback and ideas
• Customer Service Order Entry
• Call Center Environment
• Assist with Sales Team requests
• Trunk Stock Inventory Reconciliation

Confidential

Sr. Quality Inspector

Responsibilities:

• Product Management: Receive product from onsite manufacturer
• Manage inventory flow
• Participate in forecasting meetings
• Provide weekly feedback to management regarding product status
• Quality: Inspect incoming product per company procedures
• Issue Non-Conformance Reports as needed
• Shipping: Package product per company procedures
• Obtain / Create Bill of Ladings for product
• Notify carrier when shipment was ready for pick up
• Office Support: Provide additional office support to the accounting department
• Other various tasks as requested

Sr. Customer Service Rep

Responsibilities:

• Customer Service: Processed customer orders & provided order confirmations
• Answer & Respond to customer inquiries
• Communicate with manufacturer regarding customer orders
• Establishment of new customers in Quickbooks
• Issue and mail customer invoices
• Research customer invoice discrepancies
• Sales Support: Reconcile sales team inventory on a monthly basis
• Provided daily sales reports
• Provided weekly sales territory updates to upper management
• Work with sales management and IT Department to begin implementation and updates to Sales Force
• Maintain customer files that allowed quick access to previous orders, contract information, and other pertinent customer information
• Assist sales reps and sales management with any additional requests
• Accounting: Accounts Receivables - Post all incoming payments, follow up on any account that had a balance over 30 days past due, and make daily bank deposits.
• Expense Reports - review and approve expense reports for the sales team, executive staff, and other employees.
• Provide back up support to administrative assistant (answering phones, setting up lunches, managing conference rooms, ordering office supplies, scanning, etc..)
• Contract Management Maintain contract spreadsheet with the most up to date data regarding contract status and details
• Work with sales team and upper management on incoming contracts, contract edits, and contract status

Confidential

Office Coordinator

Responsibilities:

• Management Support: Provide daily production reports to management
• Provide meeting support - schedule conference rooms, set up lunches, take notes, provide clerical support
• Assist with budget preparation
• Customer Service: Coordinate shipments of glycerin and fatty acids with LBC
• Communicate with customers regarding pick up schedules and product availability
• Complete necessary shipping documents for outgoing shipment
• Accounting: Accounts payable - enter receipts into JD Edwards, code the invoices in Image Now, obtain appropriate approval from purchasers, and forward the invoice to the corporate office for payment
• Purchasing - Issue purchase orders as needed, obtain quotes for products
• Human Resources: Provide back up support for Payroll
• Schedule interviews
• Process new hire paperwork (I-9s, employment application, payroll paperwork, handbook acknowledgements, etc)
• Train new hires on office procedures
• Office Support: Maintain kitchen inventory & clean out refrigerator monthly
• Order & stock office supplies
• Contact vendors for repairs on office equipment
• Assist with making employee travel accommodations
• Other various tasks as requested

Confidential

Sr. Customer Service Representative

Responsibilities:

• Customer Service: Processed customer orders & provided order confirmations
• Answer & Respond to customer inquiries
• Communicate with manufacturing and shipping regarding customer orders
• Established new customers in Vantage after credit approval
• Issue and mail customer invoices
• Research customer invoice discrepancies
• Respond to customer requests
• Maintained customer and invoice files
• Other various tasks as requested
• Sales Support: Complete contracts, price lists, quotes, and letters for customers at the sales representatives request
• Reconcile the sales forces trunk stock inventory & assisted with researching any discrepancies
• Assisted with other various requests
• Accounting: Accounts Receivables - posted customer payments and followed up on accounts that were over 30 days past due. Assisted with the establishment of the Accounts Receivables/Collections policy.
• Processed new customer credit requests and checked Dunn & Bradstreet records for potentially negative history.
• Quality: Maintain accurate records
• Complete Product Experience Reports (PERs) when device feedback was received from either a customer or the sales force and forwarded to the Quality Department.
• Maintained/Documented Medical Device Records related to Physicians Experience
• Maintained sales department documentation for Quality Assurance and Regulatory Departments