Customer Service Sales

Irene J. Sanders *******@***.*** 201-***-****

Page 1 of 3

Irene J. Sanders

** ******* ***, ******, ** 07628 *******@***.*** 201-***-****

Lead Customer Service Representative

Experienced, motivated, Lead Customer Service Representative with over 10 years experience in a call

center and distribution center environment. Provided superior customer support to retailers, wholesalers and

Sales Force, while leading a team of 5. Made day to day decisions pertaining to all customer and sales

inquires and issues ensuring quality customer service. Strong data entry and computer skills. Well respected

by the Sales Force and Customers. Exceptional communication skills with all levels of personnel,

management and customers with the ability to remain confidential with company information.

Skilled in working independently and as an integral member of effective teams, showing a positive,

energetic attitude and willingness to assist others in accomplishment of challenges.

Efficient, organized and capable of multi-tasking and meeting deadlines and goals in a busy, fast

paced environment while juggling support for multiple executives and departments.

Software Experience

Oracle 11.i Oracle Discover MS Word

Oracle 10.7 MS Excel MS Powerpoint

CA-Raps CA-DYNAM/T ICCF

Experience

Lead Customer Service Representative, General Cigar Co., Norwood, NJ 2000 – 2010

• Order Entry through Oracle 10.7 and 11.i

• Provided Customer Service procedure training and telephone support training for all new hires.

• Reported to Manager of Customer Service, provided backup for all manager responsibilities which included

promotion set up and pricing setup/updates.

• Developed procedures for Customer Service Department in the following areas:

Order Entry System utilizing Oracle 11.i and 10.7

New Promotions

Order Entry System

Return Processing

Business to Business Website

• Directly responsible for all customer support to Vice President and Managers of National Accounts.

Provided personal customer service to National Account owners and buyers.

• Provided customer service to Regional Sales Managers, Premium Sales Reps and customers.

• Supported and attended yearly Trade shows where the major responsibility was Order Entry and visual

customer support.

• Worked directly with Warehouse Manager and staff ensuring orders shipped in a timely manner and sent

according to customer’s specifications. Advised Account’s of any issues that may arise.

• Responsible for tracking Backordered items. Reviewed incoming inventory weekly and coordinated

shipping of backordered and specialty items.

• Maintained all manuals for the customer service department, updating and rewriting as needed.

Irene J. Sanders *******@***.*** 201-***-****

Page 2 of 3

• Go to Person for all difficult customer service circumstances; shipping issues, pricing inquiries, order

tracking, item lookup.

• Communicated directly with Inventory Department ensuring inventory was correct as issues arose.

• Wrote all training manuals for transition to new location. Provided personal telephone and procedure

training to new Customer Service Manager and staff after the company relocated.

• Communicated with marketing and events team providing information on promotion item inventory and

issues as needed.

• Lead on special projects as directed by managers and executives.

• Provided Tele-Support to customers in regions of the country where Sales Representatives were unable to

contact. Set procedure for Customer Service Representatives for tracking calls made and outcome of calls.

Reported information to VP of Sales

Contact this candidate