Customer Service Manager

TERESA L. JONES

** **** **. ***** 740-***-****

P.O. Box 351 Alternative Phone 614-***-****

Carroll, OH 43112 Email:

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

QUALIFICATIONS SUMMARY

Highly accomplished professional with extensive experience in customer relations. Results-oriented, decisive

leader with proven success directing various projects and maximizing interdepartmental relationships.

Tenacious in securing customer loyalty, and exceptional problem solving and analytic skills. Strong

organizational, prioritization and time management skills. Outstanding customer service skills with the

ability to effectively manage various responsibilities.

PROFESSIONAL EXPERIENCE

Crane Performance Siding, Columbus, OH 2007 – 2010

Customer Service Representative

• Review, analyze, interpret, and input incoming customer order data within a fast-paced environment

in accordance with policies and procedures

• Provide support to the Sales and Distribution functions in the areas of customer service and order

management, and provide customers with clear, concise answers to phone inquiries

• Maintain all files including back orders, orders awaiting shipping, shipments with pending invoices,

shipped orders, and credit hold issues

• Coordinate order flow through all areas of the Supply Chain with various departments including, but

not limited to Material Control, Logistics, Accounts Receivable, Production, and Inventory Control

to insure the timely and efficient shipment of our customers’ orders

Betlin/Adidas Team Sporting Goods Apparel, Groveport, OH 2004 – 2007

Customer Service Manager/Promotion

• Responsible for overseeing, maintaining, and updating production schedule spreadsheet to track

orders, maximizing production work flow, maintained files for back orders, orders in production,

and shipments with pending invoices, and credit holds

• Developed, improved, and implemented new processing forms to reduce order processing errors

• Handled and resolved customer complaints, reducing defective product retention

• Coordinated order work flow working with Accounts Payable, QA Supervisor, Marketing Manager,

Production Manager, Shipping Manager

Betlin Team Sporting Goods Apparel, Groveport, OH 2000 – 2004

Senior Customer Service Representative

• Assisted Marketing Manager to create promotional program offers with Product, Sales Training

Seminars

• Resolved billing issues on accurate pricing, special freight cost, product ordering process

• Processed orders through internet, e-mail, telephone and faxes, input orders daily, answers incoming

calls, assisted customers with quotes, inquires placing orders, shipment of orders

• Assisted department manager with defective product retention

Holcomb’s Painting/Stucco, LTD., Columbus, OH 1996 –2000

Administrative Office Manager

• Maintained employee personnel folders, address, telephone, emergency contact, pay rate.

Responsible for daily timecard recording and weekly payroll, wage withholdings, vacation pay,

W2’s, local sub-division taxes, overtime compensation, medical/dental enrollment for new and

terminated associates

• Processed purchase orders, invoices through incoming calls, fax, and e-mails

2

• Handled front desk responsibilities greeting visitors, scheduling appointments, answering incoming

calls, planning travel arrangements, schedule deliveries

• Resolved customer complaints, respond to customer inquiries regarding pricing

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