Customer Service Manager
Resume:
Shari Maouri
Email: ********@**************.***
Address:
City: Brunswick
State: OH
Zip: 44212
Country: USA
Phone: 216-***-****
Skill Level: Any
Salary Range:
Primary Skills/Experience:
Customer service expert with sound judgment and an ability to resolve problems tactfully and diplomatically.
Educational Background:
High School Dipolma from Cuyahoga Community College, Cleveland OH 1/2001 to 5/1992 (Business Management)
High School Dipolma from Lakeland Community College, Cleveland OH 1/2001 to 9/2012
Job History / Details:
Summary
Customer service expert with sound judgment and an ability to resolve problems tactfully and diplomatically.
Highlights
Excellent time management skills
Effective problem solver
Meticulous attention to detail
Persuasive
Team management
Customer-focused
Skilled multi-tasker
Microsoft Outlook, Word and Excel
Customer Relationship Management Software (CRM)
Experience
February 2012 to Current
Phoenix Steel Cleveland, Ohio
Inside Sales
Apply steel coils and determine set up to meet the customer specification while maintaining the highest possible profit for the company.
Ensure that the steel procured and applied to the customer order meets all ASTM and customer specific grades.
Generate Certificate of Conformance and other customer required quality documents.
Maintain company records in the IMDS system as required by customer.
Generate sales and inventory reports in Excel with data from a variety of sources, maintaining a 100 percentage accuracy rate.
Answer customers' questions regarding products, prices and availability.
Contact new and existing customers to discuss how their needs could be met with specific products and services.
Quote prices, credit terms and other bid specifications.
July 2010 to February 2012
Flack Steel Cleveland, Ohio
Manager, Customer Service and Logistics
Integral member of the management team who successfully began Flack Steel.
Hired and trained key personnel for customer service and logistics positions.
Member of the team who selected and implemented the new software system Microsoft Dynamics AX.
Management Representative responsible for achieving our ISO 9000:2001 certification.
Promptly responded to inquiries and requests from prospective customers.
Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
Developed, implemented and monitored programs to maximize customer satisfaction and manage on-site customer service representatives.
Facilitated inter-departmental communication to effectively provide customer support.
Provided detailed monthly departmental reports and updates to senior management.
Identified individual development needs with appropriate training.
Fostered an environment which encouraged continual process improvements.
Developed rapport with the customer base by handling difficult issues with professionalism.
Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
February 2005 to December 2010
Lawson Steel Cleveland, Ohio
Manager, Customer Service
I was promoted to Manager of Customer Service after 2 years as a customer service representative.
Worked with Senior Management to transition responsibility for purchasing and processing from the sales staff to the customer service department.
Hired, trained and evaluated customer service and logistics personnel.
We worked as a team to ensure that we exceeded the customer's expectations while continually improving company efficiency and profitability.
Management Representative responsible for maintaining our ISO 9000:2001 certification.
Trained all staff to ensure company processes and procedures were followed.
Provided Preventive and Corrective actions to continually improve service and quality.
Last employee at Lawson during the wind down of the company after the owners parted ways.
Managed the wind down of the inventory and customer base while working with one of the partners on the start up of the new company.
August 2000 to February 2005
Inside Sales/Traffic Manager Columbia Station, Ohio
56 Industries
Began my career as the Traffic Manager responsible for contracting trucking companies to transport material from the steel mills to processors and from processors to customers. Negotiated rates, tracked shipments for on time performance and established relationships with vendors.
Cross trained in other areas such as purchasing, customer service and quality.
Developed rapport with vendors and customers with quick response and resolution of issues.
Managed inventory levels to meet KPI's established by the owner.
When the company closed in 2005, I worked with Kerry Steel to purchase the company and transfer all inventory.
Education
Cuyahoga Community College Cleveland, Ohio
Credits towards Business Management Degree
Lakeland Community College Mentor, Ohio
Credits towards a Business Management Degree
Contact this candidate