Customer Service Representative

Kathryn R. Mrak

***** ***** ******: 586-***-****

Warren, MI 48092 *****.****@*****.***

SENIOR CUSTOMER SERVICE REPRESENTATIVE

Customer Relationships * Order Processing

Meticulous Customer Service Representative with extensive customer service

and transaction processing experience in a global business environment.

Strong background in processing customer activity using SAP. Proven

ability to consistently deliver high quality work and manage multiple tasks

in a fast paced environment. Excellent planning, organizational and follow-

up skills.

CORE COMPETENCIES

. Increase Customer Satisfaction . Resolve Shipping .

Ensure Data Integrity

. Continuous Process Improvement Errors

. Customer Training

. Prioritize Order Fulfillment . High Volume Orders .

SAP

PROFESSIONAL EXPERIENCE

Henkel Corporation, Madison Heights, MI

SR. CUSTOMER SERVICE REPRESENTATIVE (2007 - 2012)

Processed and expedited customer orders for a leading global chemical

manufacturing company; interfaced with clients, marketing, accounting,

sales, manufacturing and logistics to ensure we met our customers

expectations.

. Placed orders for customers via SAP accurately and assured on

time delivery with customer part numbers and certs on product

. Provided tracking of customer shipments

. Provided product information such as MSDS (Material Safety Data

Sheets) and TDS

(Technical Data Sheets)

. Worked with Marketing and Accounting to assure customer is

receiving correct

updated pricing.

. Training customers to use company website via internet to place

orders and track

shipments.

. Took on several accounts from the Adhesive side of the business and

interfaced with

several customers at their locations to see how they were using

our product.

SR. CUSTOMER SERVICE REPRESENTATIVE (1997 - 2007)

Processed and expedited customer orders via the PRISM (AS400) system.

Promoted to Senior Customer Service Representative. Responsible for

programming sample container

sizes in PRISM system in order for the department to place orders for

samples to help Sales increase business in getting new customers and also

for a small container to keep a customers line operating to avoid any shut

downs. Did consignment billing for over twenty consignment accounts.

Helped Sales manage customer inventories.

CUSTOMER SERVICE REPRESENTATIVE (1993 - 1997)

Processed and expedited customer orders via PRISM (AS400). Issued

Returns when needed on any customer orders due to any errors or bad

product. Orders were phoned in directly by customers, Sales, or faxed.

Traveled with Sales Reps to customer sites to learn more of Henkel's

product line and its uses. Helped with customer presentations.

PURCHASING ASSISTANT (1989-1993)

Responsible for keeping seven plants across the United States stocked with

raw materials to manufacture finished goods for over 7,000 customers.

Telexed messages to Japan and processed purchase orders for both raw

materials and company supplies.

COMPUTER SKILLS

MS Word, Lotus Notes, PRISM (AS400), and SAP.

EDUCATION

Macomb Community College - Studies in Purchasing & Materials Management

Rockhurst University Continuing Education Center, Inc. Sales 101

AWARDS AND CERTIFICATES

2 time recipient of Henkel Customer Care Award

6 time recipient of Henkel Power Plus Award

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