Customer Service

J EAN M. COGL IANO

PO Box ***

York Beach, Me ***10

207-***-****

************@*****.***

SUM MARY

H ighly effective Senior Customer Service Specialist professional with significant experience

i n the retail industry. Possesses a keen eye for detail and strong organizational skills. Works

well cross functionally with internal departments, including sale force; supply chain,

warehouse, t raffic and, compliance and meeting quarterly/annual deadlines.

P ROFESSIONAL EXPER IENCE

J uly 1984 –

T I MBER LAND LLC, Stratham NH

p resent

Senior Customer Service Specialist June 1992 -present

• M anaged Excess and Obsolete order pool to maximize utilization of inventory

and meet company revenue goals.

• E ntered orders according to standard department order policies and ensured

adherence to sales program.

• I nvestigated and resolved order issues such as, pricing, product availability,

and product authorization in a timely manner, so that orders shipped on

customer’s requested start ship date.

• A r ranged daily release of shipments to customers by executing daily reports,

and communicating with distribution centers to expedite orders.

• Developed strong working partnership with the VP of Excess and Obsolete.

T ravelled to t rade shows and account meetings and assisted VP with

merchandising and previewing the footwear and apparel lines with

customers, while u ti lized a thorough understanding of brand strategy.

• Fostered effective working relationship with multiple buyers, t raffic and

compliance contacts at the accounts I serviced, so everyone’s objectives were

f ulfilled.

• Supported improvements to business systems by participating on cross-functional

teams, which identified areas for process improvements and upgrades. Presented

i deas to management.

• Tracked and reported supply/demand information on specially designed programs for

t he finance team, to ensure excess materials were being consumed and shipped

w ithin appropriate t imeframe.

• Accountable for incoming phone volume managing to a 3 minute talk time

w ith 24 second hold time and handled a standard amount of calls daily to

maintain the department’s phone abandonment rate.

P age 2 J ean Cogliano

R esume

Cost Clerk J une 1987-

June1992

• M aintained standard costs on all footwear for Puerto Rico and Dominican

Republic Timberland owned Factories.

J une 1985-

Billing/Cash Receipts Clerk

June1987

• Accountable for invoicing customers for products purchased.

• Received checks from accounts, and applied payments to corresponding

i nvoices.

• P rocessed retu rns for defective and shipments made in error.

June 1984-

Sales Associate Timberland Factory Outlet Kittery, M E

June1985

• Responsible for merchandising sales f loor, re-stocking i tems, assisting

customers with their needs, and operating cash registers.

C OMPUTER SKILLS

P roficient in AS400, Microsoft Word, Excel, Lotus Notes, GSI and EDI

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