Customer Service Representative

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Joseph Freeman

Knowledge, Skills, and Abilities of professionalism:

An energetic & motivated Contracts Administrator, with over 11 years experience in a fast paced, highly demanding environment. A resourceful problem solver, with professional organizational & analytical skills, who thrives on being attentive and accurate. Originally from a customer service background, I excel under pressure, and possess strong communicational skills. Profound in Excel, SAP, Oracle, Docuware, Lotus, and Microsoft, with the ability to multi-task efficiently. My past work history includes many independent projects, but I also work very well in groups and team oriented positions. I am a self –motivated professional who understands the importance of moving projects and objectives from inception through to completion.

Experience:

02/2017-12/2017 Toshiba America Business Solutions, Inc

Contract Admin/Billing Administrator

-Create and set up service contracts, as well as opening and closing accounts;

-Negotiate renewal agreements and accounts, by reviewing the past history, usage, length of contract, and evaluating the risk;

-Review contracts & terms and conditions to make sure they are compliant, and follow the correct policies and procedures;

-Handle and resolve billing issues;

-Reach out to customers in order to obtain monthly, quarterly, or annual meter readings for billing purposes;

-Handle and support the customer billing requirements for major accounts, making sure they are compliant within our terms and conditions;

-Work with district Sales Reps on account inquires, research, reporting and problem resolutions;

-Responsible for billing, special invoicing, and receivables (credits);

-Must perform at a high degree of accuracy due to pulling data and running excel spreadsheet reports for reconciliation and account management review.

06/2005-02/2017 and 12/2017-Present Evoqua Water Technologies Inc. (formerly Siemens) Lowell, MA

Account Maintenance & Management Specialist

-Perform daily data entry into our SAP system, in a very accurate and timely manner;

-Maintain our customers’ contact information (addresses, phone numbers, email addresses, etc.), ensure information in SAP ERP is accurate and up to date;

-Analyze, evaluate, and review reports of vendor contracts in order to ensure they comply within the Sarbanes Oxley Auditing policies and requirements;

-Reviewing and/or creating quotes, drafting contracts, proposals and purchase orders for accuracy, before forwarding to higher personnel for the proper approvals if needed;

-Create, maintain & update monthly logs pertaining to vendor contracts submitted/processed/held, as well as revenue statistics in Excel. These reports are then submitted to the Head of field Services, Director, FBA, as well as other top management personnel;

-Work with the local administrative assistants at our branches, as well as our Accounting and Finance department throughout the United States & Canada, on issues or concerns to prevent any delays in processing the vendor contracts;

-Process and set up vendor contracts for new service, then contact the proper personnel to obtain the internal approvals required per company delegation matrix;

-Create Pivot tables, charts, and spreadsheet pertaining to department log information for reporting purposes;

-Organize and actively participate in monthly group meetings to discuss process improvement for the group as a whole, as well as individual process improvements.

02/2005-06/2007 Siemens Water Technologies Lowell, MA

Customer Service Representative

-Contacted and negotiated with vendors in order to get the bests price and products, within a reasonable time frame to have the supplies delivered to our customers;

-Processed and tracked sales orders that came in via fax, e-mail and phone calls (national & international);

-Answered all general calls related to customer inquiries, sales orders, service orders, as well as forwarded calls to different departments depending on need, and providing excellent customer service;

-Maintained professional communication with salesmen, vendors & local branches regarding parts availability, service issues and/or special order requests;

-Handled daily flow of paperwork and cooperated with the accounting/finance departments on invoicing, and customers who may be on credit block;

-Provided an elevated customer experience to generate a loyal clientele, ensuring customer satisfaction. This was done by understanding the customer’s needs, and helping them resolve issues on a one-to-one basis.

Education

08/1995-05/2000 Westfield State College (now Westfield State University) Westfield, MA

Bachelor of Science:

-Business Management/Marketing

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