JEANETTE M. GERMANA

Brook Park, OH ***** Mobile: 216-***-**** ac3i4h@r.postjobfree.com linkedin.com/in/jeanettegermana

CUSTOMER SERVICE ACCOUNT REPRESENTATIVE

Customer Service and Account Management professional with extensive experience in the catalog, hardware and computer industries. Recognized for outstanding customer service and developing a strong rapport and long-term relationships with customers. Detailed oriented individual with excellent organizational, communication, and time management skills who is driven to meet the customer requirements while attaining company initiatives. Known for being a strong team player who works very well with all levels of an organization to meet the business goals and improve customer satisfaction. Demonstrated competencies include.

Customer Service

Order Entry

Problem Identification and Resolution

Billing and Invoicing

Voice of the Customer

Proposals and Quotes

Internal and External Relationship Building

Report Generation

Product Knowledge

Inventory Management

Solution Selling and Upselling

Time and Resource Management

AMERIMARK, Middleburg Heights, OH 2008 to 2017

Direct mailer catalog company, with 10 different catalogs.

List Rental Administrator 2013 to 2017

Processed orders from catalog companies, non-profit organizations, magazine publications, etc., who were interested in purchasing names from customer files.

Negotiated and approved pricing determining list cost, and forwarded approved orders to Service Manager for fulfillment of approximately 600,000+ list names.

Identified competitive mailers to convert from rental to exchange resulting in cost savings.

Reviewed and matched open orders based on shipping information provided by Service Manager.

Executed detailed review of monthly billings for accuracy and entered billings and payments.

Reconciled an average of 150+ monthly billings and payments.

Generated reports to capture monthly sales and contributions distributed to Circulation Director for review.

Reviewed mailing pieces from mailers for approval prior to being sent to customer files.

Checked and reviewed completed catalogs for accuracy against printer instructions.

Generated decoy error report for any errors or discrepancies that were found when reviewing completed catalogs.

Provided timely email communications with circulation planner for competitive mailers.

Account Manager 2008 to 2013

Responsible for answering and entering an average of 60-75 incoming calls from customers who were placing catalog orders.

Completed up-selling of additional products and catalog rewards program based on screen prompts.

Sold additional membership programs to customers upon completion of orders.

Checked and verified stock availability and pricing ensuring customer satisfaction.

Placed requests for catalogs sent to customers.

Responded to irate customer for out-of-stock items and worked to find an agreeable solution.

Focus on customer service satisfaction throughout the call.

Achieve above average monthly sales goals and offer rates.

MOOTOWN CREAMERY, Avon, OH 2007 to 2008

Local franchise ice cream store with five locations.

Owner / Operator

Owned and operated local Ice Cream Store offering 16+ homemade flavors and employing 8-10 associates. Responsible for all scheduling, inventory control, health and safety, franchise compliance, marketing, cash management and customer service.

Produced all ice cream and waffle cones on site based on company developed recipes using high quality ingredients.

Provided outstanding customer service through tastings and friendly service.

Owner / Operator…continued

Supported local school, scouting and community groups with store tours and discount coupons.

Conducted all hiring, scheduling and employee training ensuring compliance with standard operating procedures.

Completed weekly inventory counts and developed product order to maintain inventory levels and reduce shortages.

Handled accounts payable and receivable through Quickbooks.

Processed payroll and all taxes through Quickbooks.

THE HILLMAN GROUP, Solon, OH 2001 to 2007

Distributor of hardware products and key cutting machines with main headquarters based in Cincinnati, Ohio.

Account Manager / Inside Sales Representative

Conducted business-to-business sales and managed 2000 accounts in assigned territory through phone, email and fax.

Resolved customer issues and shipping problems by working with distribution centers to pull inventory ensuring customer back orders were reduced.

Accepted incoming calls from customers and placed their orders while providing information related to new products for additional incremental sales.

Called on new account leads provided through trade shows.

Set up new customers with obtaining credit application and gaining approval.

Completed an average of 45 outbound calls daily to new and existing customers based on daily log.

Exceeded monthly sales quota by selling over plan up to 10% each year.

ARROW COMPUTER PRODUCTS, Solon, OH 1998 to 2001

Local distributor for computer products.

Inside Sales Representative

Provided inside sales support for 50-100 active accounts with monthly sales of $500K through quality customer service and account management.

Supported 2-3 outside Sales Representatives including preparing and providing quotes, verifying stock checks, and processing customer orders timely and accurately.

Served as the Voice of the Customer (VOC) to respond to customer requests and resolve customer issues in support of company sales goals and initiatives.

Developed quotes and determined pricing based on customer profile and/or input from Outside Sales Representative ensuring appropriate margins were met.

Processed all orders including stock, drop ships and returns. Worked to expedite orders ensuring customer satisfaction.

Called on new account leads generated through sales management with consistent sales success based on demonstrated product knowledge and exceptional communication delivery.

Communicated with vendors on new products.

Other companies with progressive roles include PIONEER ELECTRONICS and FERRUM MATERIAL & SUPPLY

EDUCATION

Paralegal Certificate, American Institute for Paralegal, Cleveland, OH

Diploma, Berea High School, Berea, OH

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