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.