Customer Service Manager
Resume:
LAUREL A. WAGNER abkquv@r.postjobfree.com
*** ********* ***** * 717-***-****
Palmyra, PA 17078 C 717-***-****
SUMMARY
A friendly, dependable, detail oriented administrative assistant with over
fifteen years progressive experience. Possesses strong organizational
skills and able to multi-task with proficiency in SAP, Microsoft Office and
Exchange.
PROFESSIONAL EXPERIENCE
New World Pasta, Harrisburg, PA 1999-2009
New World Pasta is a pasta manufacturing company headquartered in
Harrisburg, PA. It operates three plants and manages five third party
distribution centers (DCs) in the United States. Products include San
Giorgio, Ronzoni, Healthy Harvest, Smart Taste, and Prince.
Senior Administrative Secretary - Distribution Department
. Processed timely payment of all departmental invoices (third party DCs,
Chep pallet invoices,
co-manufacturing freight invoices, imported product freight invoices,
etc.). Developed spreadsheet to track these payments in an effort to
guide Director of Distribution in the budget process.
. Produced month end accrual for all unpaid invoices; submitted accrual to
Finance Department
. Administered the overage, shortage and damage (OS&D) and customer returns
process by interacting with the DCs, Customer Service Department, and
Sales force. Educated DCs on New World Pasta protocol for processing
OS&Ds and customer returns.
. Created and maintained spreadsheet tracking return freight costs and
charged return costs back to customer when warranted
. Researched and approved carrier accessorial forms
. Extracted item set up information from SAP and scanned to DCs
. Collaborated with Purchasing and Marketing Departments to create a
"special pallet" manual distributed to all DCs. Collected and
consolidated information from New World Pasta and Riviana (sister
company) QA, Logistics, and Customer Service Departments and developed a
Standard Operating Procedures Manual.
. Interacted with DC and plant managers to collect holiday shut down
schedules; compiled all information on to one spreadsheet and distributed
to appropriate parties
. Performed diverse administrative duties including; paperwork for POs and
departmental check requisitions, assisted Transportation Coordinator with
transportation bids, faxing, reserved conference rooms, scheduled
meetings and conference calls, filing, inventoried supplies and restocked
as needed.
Hershey Foods Corporation, Hershey, PA 1983-1999
Manufacturer of chocolate and confectionery products, The Hershey Company
is the largest producer of chocolate in North America with operations
throughout the world.
Senior Administrative Secretary, Warehousing - Distribution Department 1997-
1999
. Collected month end information from DCs in order to populate spreadsheet
for month end reporting. Distributed reports to appropriate individuals
. Completed the Aged Stock Report upon receipt of aged stock information
from DCs. This report was produced on a monthly basis and distributed
appropriately.
. Oversaw OS&D and customer return process
. Maintained data compiled on customer returns spreadsheet
. Tracked weekly attendance, vacation, and overtime for entire Logistics
Department on STAA system
LAUREL A. WAGNER Page 2
. Substituted for administrative assistant for Director, Distribution when
needed and also assisted with special projects. Being a team player was
vital to this position.
1 Administrative Secretary - Risk Management Department 1990-1997
. Provided secretarial support to Risk and Insurance Manager, Senior Office
Adjuster, Safety Manager and Security Manager
. Typed correspondence and ran monthly/quarterly reports
. Maintained confidentiality of work assignments related to product
liability and workers compensation claims on daily basis
. Administered petty cash fund as well as cash advances and travelers
checks to Corporate Headquarters staff
. Made travel arrangements, completed expense reports, answered phones, and
opened mail
2 Various Administrative/Clerical Positions Including
Receptionist/Secretary - 1983-1990
. Completed work requests assigned by Law Department, Consumer and Public
Relations, Human Resources, Finance, and the Fitness Center to facilitate
overflow within those departments. Duties ranged from desk top
publishing and word processing to making copies. Communication was
integral.
. Provided secretarial support to Manager of Office Services and Building
Manager. Responsibilities included word processing, processing accounts
payable vouchers, completing paperwork for POs, making service calls for
copiers and faxes. Routinely interacted with outside vendors and
coworkers, by telephone and in person.
. Picked up mail from post office and delivered, sorted, and distributed
. Supervised/coordinated promotional mail orders, answered complaint mail,
typed addresses into system for labels, prepared bulk mailings.
Education/Professional Development
High School Diploma
Skillpath Seminars; The Conference for Women, The Indispensable Assistant,
Assertive Communication Skills for Women, Managing Multiple Projects,
Objectives & Deadlines
Computer Proficiency
Intro to Word, Excel, PowerPoint, and Exchange, SAP
Certification
Completed Hershey Foods Corporation's Logistics Course and earned their
Logistics Certificate
Contact this candidate