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Customer Service Sales

Location:
San Jose, CA
Posted:
June 21, 2014

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Resume:

Carmen J. Santistevan **** Rosanna Street • Gilroy, California 95020 • 408-***-****

acent0@r.postjobfree.com

SUMMARY

A highly personable customer service professional with a wide range of experience in account management, order

management / fulfillment also claims and sales processing in a fast moving environment, Possesses a record of accomplishment

in identifying customer needs and presenting appropriate company product and service offerings, Demonstrated ability to gain

customer trust and provide exceptional follow-up, and has the ability to follow directions, an achievement-oriented, self-

motivated team player with strong multitasking and communication skills, Utilizes expertise in resolving escalated customer

service issues

EXPERIENCE

Over 15 years of Data Entry experience in different ERP systems, (JD Edwards, Great Plains, Open

ERP, Sales Force,)

VELODYNE ACCOUSTICS

Order Entry Administrator

09/2013-05/2014

• Dealers ( Distribution, Retail, Custom Installers) Responsible for processing customers Purchase Orders, inform Dealers

of availability of product, Worked with new Dealers in making sure that all documents to become New Dealers for Velodyne

were correct and signed by the Director of Sales before submitting to the Accounting Department.

• Informed all customers who were making inquiries of ETA of shipments (Tracking information)

• Contacting UPS for claims of damaged goods.

• Online Customer’s ( Best Buy, EBay, Newegg, Brook stone, Sears, Amazon domestic and International )Processing of

Orders with tracking information, worked in Magento (Velodyne website) which would be a link from online ordering to our

system (Open ERP).

• Worked closely with the shipping and receiving department to insure orders were released and shipped in a timely

manner.

• Interacted with the Product Support team when dealers or online customers requested returns of product.

• Responsible for managing hold folders and back orders by regularly following up on open orders, communicating with

customers, accounting personnel regarding options, delays and any backorder detail;

• Update customer profile for the accounting department and worked hand and hand to insure payment from customers

were received before shipping to customer. Once accounting received payment insuring that orders were released to ship.

• Took over responsibilities for the Lead person when on vacation or out sick

• On the job training for International Sales Administrator

• Processing of documents (NAFTA, Commercial invoices) for international shipments

LEONI Cables & Systems. Santa Clara, California

Internal Sales Coordinator (Administrative Support

Specialist 2013

• Supported Vice President and Manager

• Processing expense reports for VP, Manager, and Engineer

• Scheduling interviews

• Shipping and receiving of packages

• Reconciles monthly bills

• Monitor office credit card purchases

• Received fax and postal mail

• Coordinating Office move to new location

• Made travel arrangements

• Overseeing office supply purchasing and inventory

• Screening incoming calls

Wherenet / Zebra Technology, San Jose, California

Senior Order Fulfillment

Administrator

2007-2012

Executed all aspects of order management, order review, and approval / rejection, documented initial demand and quarterly

report for accounting, Processed vendor/supplier orders. Provided back-up support for purchasing department, worked closely

with internal customers/sales team and served as back up for order fulfillment manager during absence

• Managed orders submitted into Salesforce.com

• Worked closely with internal customers (sales team)

• Processed Sales orders into JDedwards

• Manually typed an OTS (Order Tracking Sheet) with shipping information for each order so the shipping department

could ship

• Maintained excel spreadsheets for all daily orders processed, for release of shipments to customers

• Release of orders for purpose of revenue recognition for all orders received from the Sales Team

• Worked closely with the Finance Department and the Sr. Sales Operations Analyst confirming correct revenue

recognition for each sales person

• Documented Order Fulfillment procedures

• Attended weekly operations, product management, and engineering meeting

• Trained other co-workers from corporate office to take over my position with Zebra

• Traveled to Chicago to oversee open issues for two months during the transition to corporate office

Netflix, San Jose, California

Receptionist / Front

Desk

2007

• Greeted and directing visitors

• Operating multiple phone line

• Administrative assistance to the Advertising Department

• Assist with catering orders for internal meetings

• Worked with the security department

Plextor LLC, Fremont, California

Customer Service

Representative

2003-2006

Worked closely with all departments to promote sales and clarify information. Gathered information of daily sales and processed

reports for president of company and vice president of sales. Performed order fulfillment for retail customers, including Fry’s

Electronics, Best Buy, and Micro Center, as well as distribution, OEMs, and the end-users.

• Managed and tracked all shipments via, UPS, FedEx, and freight

• Communicated closely with the outsourced packaging company on a daily basic to ship to customer

• Oversaw shipments to customers via FTP site online

• Processed purchase requisitions, drop shipments, as well as sales and marketing evaluations

• Worked closely with outside sales team to organize new accounts

• Monitored inventory and components to build up product for daily orders to customers

• Ran weekly backlogs for outside sales team

• Collaborated with vice president of sales to allocate product based on POS and inventory

• Initiated and supported customers purchasing inquiries while maintaining clients files

Reverse Logistics Specialist, (RMA

Returns)

1999-2003

Responsibility for processing of merchandise returns, warranty exchanges, and credit transactions, Worked closely with technical

support team to monitor customer satisfaction and information, Performed data entry, filing, updating status of RMA, expediting

RMA returns, worked closely with vendors, distribution, OEM, and end-users.

• Process returns and replacement orders using system, exchange and refund for customers, Coordinate alternate

replacement options for obsolete product returns (including arrange tests on parts)

• Keep in close contact with Tech support members, facilitate communication with warehouse, update RMA status and

ran reports

Computer Skills: Word, Excel, And Outlook, WebEx Programs: QuickBooks, Great Plains, JD

Edwards, Salesforce.com Open ERP, Magento, Expandable.



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