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Customer Service

Woodcliff Lake, New Jersey, United States
February 28, 2018

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Washington Township, New Jersey 07676


Cell: 201-***-****

November 2017 to Present. Customer Care Representative, Berry Global

Process purchase orders, sample orders and EDI orders for assigned accounts in QAD.

Monitor customers web based orders, email and faxed orders from receipt of order to invoicing while screening information for accuracy and completeness.

Prepare and forward to warehouses preliminary paperwork for special production orders.

Provide and process information in response to inquiries and product information while maintaining a professional relationship with internal and external departments for order completion.

Maintain day-to-day operations and contact with customers, Sales Representatives, internal and external departments while working in a call center environment.

Contact customers and sales representative promptly with resolution to issues and problems.

Manage customer releases and ensure delivery dates are met.

Continually evaluate policies and procedures to determine new improved and streamlined approaches to better serve customer’s needs while working in a team fostered environment and multi-task environment.

Track shipments with carriers and insuring delivery appointments are scheduled and met.

September 2016 to November 2017. Customer Service Representative, Tata Global Beverages/Tetley Harris

Effectively manage all aspects of customer service from receipt of order to customer’s delivery accurately and on time.

Data Entry, enter manual, emailed, verbal, faxed orders in Ross System and process all EDI orders.

Process and Log all sample orders sent to reps and customers

Confirming order to customer and release to warehouse for shipping as requested.

Advice warehouse of changes to order to insure shipping is correct.

Resolve all discrepancies, incorrect pricing, out of stock items, lead time and quantity minimums to customers and brokers while establishing highest level of communication on product availability between production and warehouse and personnel.

Track shipments with carriers and insuring delivery appointments are scheduled and met.

Process Return Authorization and freight claims.

Maintain customer records, account information, shipping instructions and contact information.

Perform special projects and other duties as assigned by the Customer Service Manager.

June 2015 to August 2016. Customer Service/ Credit and Collections,Temp Work.

Temping for various companies in New York and New Jersey.

Performing various job functions as assigned by management. Make collections calls, reconcile accounts, process charge backs, and handle all customer service issues for resolution. Work in a call center environment.

January 2007 to October 2014. Credit and Collections Analyst/Prepay Supervisor, Crestron Electronics Inc.

Performed credit and collections activities involving low to high risk dealers.

Reconciled accounts and communicate effectively with dealers to bring resolution to unpaid balances to avoid being sent to a 3rd party collection agency while maintaining a professional working relationship.

Negotiated payment and reducing DSO account status.

Acted as backup to Credit/Collections Manager.

Worked closely with specialists insuring generated paperwork submitted to dealers stating requirement for order payment was accurate.

Pre-authorized credit card payments for order release if approved enter down payment and release order.

Provided freight quotes for domestic, international, prepay and term dealers as needed.

Daily review of must ship orders on credit hold for release in SAP.

Generated credit memos, reconciled invoices and mailed corrections/amendments.

Worked closely with sales team and internal departments to resolve all open issues with dealers for resolution.

Handled special accounts.

Processed daily credit card report, generated spreadsheet and distribute to accounting manager.

Ran aging and other reports weekly.

Provided feedback to management concerning areas of improvement. Communicate regularly with credit manager to determine course of action to provide account updates.

Performed other duties and special projects as assigned by management and maintain the highest level of confidentiality.

2001 - 2006 Customer Service Manager, Rotem/Ameribrom Inc.

Manager for an International Chemical Manufacturer catering to the agricultural and technical industry.

Supervised and prioritized daily workflow. Set up customer accounts and credit limit.

Generated invoices issue credits, approved all orders and release to warehouses for truck and rail pickups.

Assured customers performance agreement is met for customer satisfaction.

Responsible for logistics, truck and rail rates negotiations. Maintain inventory in various warehouses, process freight bills for payment and prepare shipping documents.

Provided customers and warehouses with COA’S, MSDS, ISO 9000 and Kosher certificates.

Liaison between customers, product managers, custom brokers, distributors and warehouses.

Resolved all customer related issues.

Make collection calls, apply cash posting daily and generate export documentation for Canada.

Responsible for monthly closing.

Generated and distributed monthly and year-end reports.

Handled special accounts and maintain a high degree of confidentiality.

Worked on special projects as assigned by management.

1997 - 2000 Inside Sales Representative, FlagHouse Inc.

Responsible for all incoming sales calls and inquiries in a call center environment.

Processed orders, bids, freight quotes handled all government sales orders.

Liaison between consumers, vendors, dealers, schools, hospitals, rehabilitation facilities, and national accounts.

Worked extensively with all level of administrators, managers and executives. Responsible for training new employees for all departmental duties and responsibilities.

Resolved all customer related issues and notify account managers for resolution when necessary.

Help create marketing tools i.e. brochures, ads, tradeshow materials for advertising. Telemarketing, selling, and demonstrating.

Set up company display and worked national and local trade shows. Initiated contact with new customers and followed up with all leads, called on existing and prospective accounts.

Work on special projects as assigned by management.

1995 - 1997 Assistant Customer Service Manager, Blickman Health Ind.

Processed and released customer orders and prepared goods for distribution.

Responsible for verification of inventory and availability. Generated invoices issued credits.

Resolved all sales inquiries and issues to ensure the highest level of customer satisfaction.

Notified Account Managers for resolution when necessary.

Interacted with salespersons, managers, executives, hospitals, rehabilitation centers.

Maintained accounting records of daily sales transactions. Maintained daily files.

Work on special projects as assigned by management.

1990 - 1995 Customer Service Manager,Yamazaki Tableware Inc.

Managed and trained a staff of customer service representatives.

Supervised, approved orders and prioritized for warehouse distribution to retail department stores, mom and pop stores and consumers.

Set up customer accounts, billing and customer rebates.

Sales monitoring, invoicing, processed credits and chargebacks.

Liaison to major retail distribution channels, resolved all customer related issues in a timely fashion to ensure the highest level of customer satisfaction.

Implemented intuitive ideas for various sales promotions and printed advertising campaigns.

Helped create marketing tools, i.e. brochures slogans and name products to be used in advertising, telemarketing, selling, and at tabletop trade shows

SKILLS: QAD, SAP, JD EDWARD/AS400, ROSS SYSTEM, MS Office, Excel, Outlook, UPS Worldship,

Fluent in Italian.

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