Customer Service Sales

Robert H. Ferris II

Sunnyvale, CA *****

408-***-**** (Home)

408-***-**** (Cell)

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

OBJECTIVE: ORDER MANAGEMENT COORDINATOR

Customer Service professional seeking a senior contributor role in Customer Service or Order Management. Strong

background in customer relations, backlog management, RMA’s and invoice resolution. Ability to remain focused and calm

under pressure with working knowledge of Oracle, SAP, and MS Office

QUALIFICATIONS

• 10+ years of combined customer service and order management experience.

• Regional department lead for 6 customer service representatives.

• Hands-on team player with excellent written and verbal communication

• Strong interpersonal, analytical, and problem solving skills

• Handle ambiguity and multiple priorities.

EXPERIENCE

Savi Technology, Mountain View, CA 07/2008 – 02/2011

Order Fulfullment

Reporting to the Director of Sales Operations, manage the order lifecycle process to include: allocation of products to

fulfill orders; reviewing product forecasts for accuracy to meet business goals and objectives; scheduling and releasing

orders for shipment; monitoring the status of orders for services, and other support activities to support the sales team

and our customers.

• Global Sales Order Management

• Allocation & Shipment Scheduling

• Order Modifications

• Provide product availability and expedite as requested

• Management of Wide Area Workflow (US DoD Receiving Report & Invoicing System)

• Product Forecasting Reporting

• Interface with Sales, Supply Chain, and Finance.

• Manage report parameters in Salesforce.com to ensure reporting is accurate

• Reduced $2,000,000 in overdue invoices in last 6 months down to $4,000

Applied Materials, Global Customer Service, Milpitas, CA 06/1990-08/1998

Spares Division 1994-1998

• Regional department lead for 6 customer service representatives.

• Processed orders, RMAs, managed backlog, expedited, and quoted delivery schedules.

• Responded to customer inquiries, product, price and delivery information.

• Interfaced with Credit and Collections and customer buyers to resolve customer invoice issues.

• Member on cross functional teams to develop and implement new processes or procedures.

• Instituted a "rolling day" to allow CSR's to manage their backlog.

• Trained incoming customer service representatives.

Robert Ferris Page 2 of 2

Intel Account, Global Customer Service, Spares Division 1992-1994

• Interface with account manager, buyers, and customer service engineer's at all four Intel manufacturing sites in

Rio Rancho, NM, Aloha, Oregon, Chandler, AZ and Santa Clara, CA.

• Processed EDI and purchase orders, RMAs, managed backlog, expedited parts and shipments.

• Responded to customer inquiries on product, price and delivery information.

• Interface with planning and purchasing on part and order issues.

• Resolve payment terms and invoice issues.

IBM Account, Global Customer Service, Spares Division 1990-1992

• Interface with account managers, buyers and customer service engineers at IBM sites in Fishkill, NY,

Manassas, VA and San Jose, CA.

• Processed purchase orders, RMAs, managed backlog, expedited parts and shipments.

• Responded to customer inquiries on product, price and delivery information.

• Interface with planning and purchasing on part and order issues.

• Worked with Credit and Collections to resolve payment terms and invoice issues.

LAM Research (Contract through Superior Technical Resources), Fremont, CA 02/2011 - Present

LAM Research (Contract through Superior Technical Resources), Fremont, CA 11/2007-07/2008

Applied Materials, Buyer, Santa Clara, CA 07/2005-08/2007

Trazar Corporation, Customer Service, Santa Clara, CA 06/2004-04/2005

Applied Materials, Buyer/Order Management, Santa Clara, CA 06/1999-10/2003

Smart Modular Technologies, Customer Service, Fremont, CA 10/1998-08/1999

EDUCATION

University of Phoenix, San Jose, CA, Bachelor of Arts in Management

DeAnza College, Cupertino, CA, AA Liberal Arts

DeAnza College, Cupertino, CA, Purchasing Certificate.

AWARDS

Team Excellence Award, SES SMIC Operations Team.

Team Excellence Award, SES Product Enhancements Order Process Cycle Time Reduction Team.

Outstanding Performance, Global Materials Organization, Refurbished Products Division (RPD).

Quarterly Small Team Award, "Key Account Program Management" Team, Global Customer Service.

Quarterly Small Team Award, "Days Sales Outstanding (DSO) Task Force" Team, Global Customer Service.

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