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Customer Service Manager

Location:
7035, United States
Posted:
March 31, 2011

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***** ******

** ****** ******

LINCOLN PARK, NEW JERSEY 07035

973-***-****

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

CUSTOMER SERVICE REPRESENTATIVE

COMPUTER SKILLS:

MS WORD, EXCEL, OUTLOOK, SAP, AS400, MACOLA,

GREAT PLAINS AND VARIOUS ORDER PROCESSING SYSTEMS

WORK EXPERIENCE:

Cambridge Silversmiths - Fairfield, New Jersey 03/10-

01/11

Customer Service Representative

. I was only customer service representative who handled just

complaints from customers, making both inbound and outbound

calls resulting in approximately 50 calls per day

. Responsible for emails, phone and fax calls from customers

who had problems with silverware they had purchased.

If the silverware ware rusted, missing pieces, or damaged in

any way, it was my responsibility to send the customer free

replacements. Since Cambridge had a 25 year warranty, some of

the patterns that people called about would no longer be

available and then it was my position to come up with either the

closest matches I could find or confer with the office manager

on to handle the situation if the customer was missing many

pieces. Many times a customer would be sent a new set of

silverware free per the office manager's decision.

. I would email customers pictures of patterns close to what they

had to help them decide which pattern would be closest to what

pattern they had.

. I pulled all information from Macola to see which pattern a

customer had purchased so I could help the customer

decide which pattern they needed.

. All complaints were entered into the Macola system and

forwarded to the office manager for approval.

. I also worked with warehouse personnel regarding shipment

of correct merchandise. If a piece was shipped out wrong, I was

responsible for correcting the error and satisfying the

customer.

Stainless Tubular Products - Fairfield, New Jersey

02/08-06/09

Receptionist

. I was responsible for handling all inbound calls from clients

customers, outside sales people and routing them to proper

customer service representatives. I was responsible for very

heavy phones mostly inbound.

. If a customer wished to speak to a certain outside

representative

I would take the message and make sure the representative took

care of the client.

. I also entered consumer orders into the SAP system which

amounted to between 50-100 orders per days.

. I also entered billing into the Great Plains systems for

invoices

that had come in from customers, trucking companies, and buyers

. I also supported customer service representatives taking

messages from customers, researching manufacturing

specifications, and pulling orders to ensure they had been

properly entered.

CHUBB Institute Parsippany, New Jersey 04-05/06-07

Receptionist

. I was responsible for very heavy phones in an educational

atmosphere where I signed in visitors, prospective students,

visiting teachers and alumni

. I would give prospective students entrance exams and then record

them into an EXCEL spreadsheet which was given to the office

manager at the end of the week to see which classes had the most

interested students signed up.



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