Customer Service Manager
Resume:
DAWN WARD
Glen Burnie, MD 21061 ****.******@*****.***
SUMMARY
Office Manager/ QA Specialist with extensive experience in customer service, order
entry, inventory control of foreign and domestic products, quality assurance and work
order management in the stainless steel manufacturing/ distribution industry. Some
familiarity with Lean Manufacturing principles. Good communicator with experience in
people development. Skilled in:
*Accuterm *Word
*Citrix *Excel
PROFESSIONAL EXPERIENCE
Fibox USA, Inc.
Glen Burnie, MD 2012-2013
Front Desk/ Customer Service
Reporting to Customer Service Manager, responsible for ensuring timely and
accurate order entry, receptionist duties, and quoting customers.
• Entered customer orders and sent order confirmations.
• Quoted customer pricing.
• Mailed marketing materials to Sales Reps and customers.
• Provided shipment details upon request.
• Coordinated customer returns.
• Printed product labels for shipping department.
Simpson Manufacturing Co., Inc. (formerly Swan Secure Products) 1985-2012
Baltimore, MD
Quality Assurance Specialist 2007-2012
Reporting to Quality Manager, responsible for ensuring domestic and international
products met the quality standards established within our industry for our 2,500
international-employee organization.
Dawn Ward Page 2
• Inspected products following ISO 9000 (Industrial Standard Operations)
requirements for manufactured stainless steel screws, nails and fasteners as well
as offshore imported products prior to distribution.
• Developed standard operating procedures for office and distribution processes to
comply with ISO 9000 certification.
• Coordinated all customer returns and maintained inventory records.
• Initiated and researched all freight claims.
Office Manager @ Swan Secure Products 1985-2007
Reporting to Owner/President, responsible for ensuring timely billing of all
shipments for 4 branches, documenting attendance of all office personnel and
maintaining office and manufacturing supplies for Baltimore branch.
• Retained key domestic and international clients by providing outstanding
customer service.
• Generated billing of accounts for $30 million annual manufacturing operation.
• Served as liaison between Shipping and Receiving Departments.
• Ensured timely and efficient delivery to domestic and international customers by
preparing and overseeing all necessary shipping documents and scheduling all
transportation.
• Organized and managed all completed shipping documents for billing department.
• Created and completed manufacturing and packaging work orders.
• Coordinated all customer returns.
• Initiated and researched all freight claims
• Trained new employees
EDUCATION
BS in Music Education
Towson State University - Towson, MD
Contact this candidate