Customer Care Administrator Resume

PROFILE

An accomplished Administrator with excellent and extensive customer service experience. Detail focused multi-tasker with the ability to work under pressure and consistently accomplish company and department goals.

PROFESSIONAL EXPERIENCE

Confidential, Elk Grove Village, Illinois 2005 - 2009
A global manufacturer and distributor of analytical instrumentation. Company relocated to Boston, MA.
Customer Care Administrator

Resolved and investigated all customer claims, problems and concerns.
Scheduled all domestic and international in-house and on-site training program.
Suggested/ implement safety stock to all service spare parts.
Processed all international and domestic customer returns, quotes/estimates unit upgrades, additional training, unit disposal and repaired units.
Reviewed and processed all domestic and international sales purchase orders and service spare part orders, customer order acknowledgement, unit repair and service spare parts invoices.
Maintain all open and close repair order files.
Meet with repair department once a week to verify priority list.
Acted as company liaison between management and all external high profile/priority customers.
Dispatched Technical Support personnel to customer sites.
Attend weekly departmental and Technical Support meetings.
Worked with part numbers and customer price book on a daily basis.
Processed all monthly, weekly and daily priority list for Laboratory, Factory, Shipping, Production Control and Repair Center.
Document and update all customer calls, issues, solutions and concerns in the customer Solution Desk system.
Interact with Shipping, Warehouse, Sales, Engineering and Accounting Departments to resolved customer issues, claims or problems.
Make outbound customer calls to resolved/closed customer issues/problems.
Typed all information into customer system and create internal/external follow-up correspondence through e-mail, fax or other resources.
Handled high profile/priority customers on a daily basis via phone or other resources.
Processed RMA (Return Material Authorization) for service spare parts and all customer claims.
And all other duties or projects as assigned.

Confidential, Hoffman Estates, Illinois 1976 - 2004
One of the largest suppliers of healthcare equipment in the world. Service Organization moved to Cary, NC.

Service Logistics Administrator(1990 - 2004)

Resolved and investigated all customer claims, problems and inquiries.
Processed 100 to 200 customer service orders via EDI, e-mail or fax and all domestic invoices on a daily basis.
Works with part numbers and customer pricing on a daily basis.
Processed and researched customer claims.
Interacted with technical support, purchasing and production planners, field office engineers and personnel, shipping and warehouse to address customer problems, claims and issues.
Worked with supervisor on all weekly and monthly projects as assign by management.

Sales Support Processor(1985 - 1990)

Prepared and analyzed all domestic sales commissions and bonuses on a monthly and annual basis.
Acted as a liaison between payroll, administration, production and all domestic sales field offices.
Handled all departmental weekly and monthly reports for upper management. Reports indicated if company goals were met.

Inventory Control Planner(1979 - 1985)

Analyzed supplier capability and participated in make/buy studies and cost analysis necessary for parts production and engineering schedules to be achieved.
Confirmed that critical parts are in house using Material Requirements Planning System.
Worked with supervisor on all projects and reports on a daily, weekly and monthly basis.

Customer Service Order Entry (1976 - 1979)

Interacted with all customer service representatives, making sure that all orders are processed and sent to production on a daily basis.
Worked with supervisor on all projects and reports on a daily or weekly basis.

EDUCATION

Bachelor of Science in Business Administration

TRAINING

Attended classes on Super Customer Service, 7 Habits of an Effective/Efficient Employee, Time Management and Material Requirements Planning System

COMPUTER SKILLS

SAP, JD Edwards, Microsoft outlook, Word and Excel,
Material Requirements Planning System, Enterprise One/Oracle

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