Customer Service Manager
Resume:
Anne Lavoie McLaughlin
Wake Forest, NC 27587
Cell - 919-***-****
EDUCATION:
Lumberton Senior High School, Lumberton, NC
Durham Tech Community College, Durham, NC
SEMINARS:
Excellence in Customer Service, Improved Written and Communication Skills, Intermediate Excel, AMA’s QS 9000 Internal Auditor’s Course, Managing Customer Service, Safety Based Training, Hazmat Certified (Transportation of Dangerous Goods Certification).
Amcor Rigid Plastics – Youngsville, NC (November 2005 – July 26, 2013)
DUTIES: Customer Service Rep for Top Pharmaceutical Customers for Alcan. Example: GSK all sites US & UK, Merck all sites, Bayer all sites, Novartis, Bionostics, Bausch & Lomb, etc. Responsibilities include entering all orders/scheduling agreements, Inventory control, maintaining all bottle inventory/caps & tips in Amcor Plants in Millville, NJ, Des Plaines, IL and Youngsville, NC. Responsible for all communication between Customers & Plant Operations. Enter all Customer complaints and maintain until resolved. Correspond with Customers on all Quality issues and returns. Set up all returns from Customers with Carriers. Schedule Trucks and schedule overseas shipments by ocean and by air. Maintain pricing and update system accordingly. Prepare Quotes for New and current customers. Maintain all Customer part numbers and Customer Specifications. Update all Customer Spec revisions within the Amcor system. Route all new incoming Specs. Coordinate all shipments to ensure on-time delivery. Maintain Customer Score Cards. Also check weekly for over due invoices and correspond with customer to receive payment of outstanding invoices. Served as a Certified Member of the Internal Audit Team with Amcor Rigid Plastics for 4 years.
Schneider Logistics – Mebane, NC (May 2003 – November 2005)
TITLE – CLAIMS SPECIALIST/CUSTOMER SERVICE REP)
DUTIES: Customer Service Rep for 250 Ford Dealerships – Ford contracts their Traffic Office to Schneider Logistics, working inside the Ford Parts Distribution Center. Responsible for handling all research and processing of claims from Dealerships. Responsible for all shipment tracking for Dealerships, all customer service calls, handle all emergency situations with Customers, Customer Surveys, Customer Satisfaction Reports, Inventory Tracking, issuance of control numbers for filing claims, printing and maintaining inbound/outbound reports. Monitor all shipping to dealerships daily for shortages and damages. Liaison between Velocity Express (Contract Trucking Co), Schneider Logistics Management and Ford Management. Backup for Inbound Specialist, Traffic Manager and Outbound Specialist. Trained in all areas of Traffic Department Duties.
FREUDENBERG NONWOVENS – DURHAM, NC (JULY 1997 – OCTOBER 2002)
TITLE: CUSTOMER SERVICE REP AND INTERNAL QUALITY AUDITOR
DUTIES: Customer Service Rep for top five automotive customers. Responsible for maintenance of all customer information, weekly forecasting of material, weekly sales and inventory reports. Maintained pricing information. Worked with Production Manager, Quality Team and Production Line Operators to insure inventory control. Oversaw all shipments to customers to insure on time delivery performance. Manager of Quality Alert Data Base in Lotus Notes which entailed entering all complaints from customers, made sure all follow up was complete and any correspondence such as 8D responses were delivered back to the customer in a timely manner. Responsible for creating and maintaining all new material numbers and entering SPECS into system. Member of Internal Quality Auditing Team. Performed internal quality audits, external quality audits on toll manufacturers, which entailed having extensive knowledge of Quality Procedures, Quality Manual, Quality Policy and Work Instructions. Was a member of the Auto-B Team, Inventory Management Control Team and Internal Quality Audit Team.
System and Software: SAP, Lotus Notes, Excel, Windows 98 and 2000, Microsoft Outlook, PowerPoint, and XPortpro
HEALTH SCIENCES CONSORTIUM, CHAPEL HILL, NC (APRIL 1988 – FEBRUARY 1997)
TITLE: INTERNATIONAL SALES COORDINATOR/SHIPPING AND RECEIVING MANAGER
DUTIES: Responsible for entry of all incoming orders, invoicing all orders after shipping. Entered all accounts payables, accounts receivables, collection of all past due accounts and bank reconciliation’s. Responsible for all correspondence and shipping of international sales. Managed Shipping and Receiving Department – which entailed overseeing all shipments made daily, inventory control, receiving in of goods and supplies working closely with Purchasing Department.
System and Software: Great Plains Accounting System, UPS System, Federal Express System, Word Perfect, Windows 95, Excel, MS DOS
SOUTHERN NATIONAL BANK, LUMBERTON, NC (MAY 1987 – JANUARY 1988)
TITLE: ADMINISTATIVE ASSISTANT – TRUST DEPARTMENT
DUTIES: Responsible for entry of new accounts and daily updates for Trust customers. Maintenance of daily activity for all Trust account activities. Posted reports and printed all outgoing checks for accounts. Maintained all mortgage payments and made daily deposits for Trust Department. Made daily computer backups for Northern Trust System. Also worked part-time in the Encoding Department at night, encoding all daily bank transactions on IBM Encoder
System and Software: Northern Trust System, IBM Encoder (keypunch)
SOUTHERN NATIONAL BANK, LUMBERTON NC (SEPTEMBER 1983 – MAY 1987)
TITLE: Data Entry Clerk – Word Processing Department
DUTIES: Typing of all correspondence, reports, manuals, memos and commercials for the Bank.
System and Software: IBM Word Processing System
SOUTHERN NATIONAL BANK, LUMBERTON, NC (APRIL 1981 – SEPTEMBER 1983)
TITLE: Data Entry Clerk – Data Entry Department
DUTIES: Responsible for all Customer information entry into new system linking all customer accounts for ATM access and contacting customers for correct information and approval.
SOUTHERN NATIONAL BANK, LUMBERTON, NC (1978 – 1981)
TITLE: Encoder – Keypunch Operator
DUTIES: Keypunch and encode all daily bank transactions to reflect correct account numbers and balancing of all transactions. Correction of all incorrect transactions such as wrong slips used by tellers and or customer information.
System and Software: IBM Encoder/Keypunch Machine
REFERENCES:
Rhonda Grippo
Amcor Rigid Plastics
Ally Tappan
Crossroads Automotive Group
Lyndsey Cowell, PHD
University of Texas
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