Customer Service Sales

Manager/Supervisor

Field of Interest: Supply Chain / Logistics / Customer Service

Qualifications Profile

. A motivated, client-driven, and service-oriented self-starter offering

more than 18 years experience in customer service, logistics, supply

chain, and sales support functions

. Identify and capitalize on new opportunities for the accomplishment of

departmental and overall corporate goals through excellent work ethics

combined with passion to deliver, exceed expectations

. Served as key person in ensuring proper lines of communication with other

departments, such as marketing, sales, human resources, IT, and

accounting/finance by maintaining consistent communication, problem

resolving abilities, and high level of confidentiality

. Exceptionally organized and disciplined with excellent multitasking and

follow-through skills; comfortable and effective in working in high-

pressure environment

. Created and staffed a Sales Administration department to handle the

implementation of the SAP Enterprise Resource Planning system

. Restructured the customer complaint process which reduced resolution

times from three to four weeks to one to two

. Headed a quality compliance group responsible for obtaining ISO 9000

certification

Areas of Expertise

V Sales Support

V Customer Service

V Quality Management System Compliance (ISO)

V Pricing Management

V Inside Sales

V Logistics/ Distribution

V Inventory Management

V Customer/ Vendor Interaction

V Career BAckground

Sales Administration Analyst, Croda Inc., Edison, NJ 2002-2010

< Provided assistance to outside sales representatives with medium to

large customers including global corporations, such as P&G and J&J, as

well as aided Customer Care department to ensure timely order

fulfillment

< Executed inside sales responsibilities for smaller customers and

supplied customers' various regulatory and safety documentations, such

as MSDS sheets, certificates of analysis, specification sheets, and

certificates of origin

< Managed corporate pricing structures and planned corporate price

increases for domestic and overseas customers

< Wrote and established policies, procedures, and work instructions based

on the principals of ISO 9000 enabling my employer to obtain ISO 9000

certification in 2003.

< Involved with two SAP implementations as the representative for the

sales/distribution module from 2004-2005 and 2007-2008

Customer Service Manager, Troy Chemical Corporation, Florham Park, NJ

1998-2002

< Executed marketing and customer service functions, from price

quotations through delivery of finished product, which included

interaction with production, purchasing, accounting, engineering,

warehousing and logistics, environmental, and sales

< Responded to all customer complaints and return of goods; worked with

sales and marketing teams on budget forecasting, price increases, led

a five-member customer service department

< Part of the quality improvement committee responsible for managing all

issues regarding product quality and customer satisfaction in a GMP

environment

< Member of the ISO internal audit team assigned to perform four internal

audits per year to maintain ISO 9002 Certification

Earlier Career

Customer Service Manager, M.W. International Inc., Hillside, NJ 1995-

1998

Operations Coordinator, Pamic International Corporation, Edison, NJ

1991-1995

Education and training

Bachelor of Science in Communications, Boston University, College of

Communication, Boston, MA

ISO Quality Management Systems Conflict Resolution in the Workplace

Managerial/Organizational Skills SAP ERP Systems Microsoft Excel and

Word

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