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Customer Service Representative

Brampton, ON, Canada
March 21, 2018

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Denika Cromwell

*** ******** *******, ********, **

647-***-**** Cell 905-***-**** Land



Seeking an opportunity to learn, grow and take off in an exciting career with a company that is aggressively seeking an enthusiastic and self-driven Customer Service professional. I would like the opportunity to use my business skills within an organization that prizes an accomplished individual with a strong passion for customer service and sales.


Proficiency in Microsoft Office: Excel, Word, PowerPoint, and Outlook

AS400, Oracle Application DNAPROD, Discoverer3, Portals, Marc, Red Prairie, DAX Microsoft


Direct Express, Brampton, ON

Customer Service Representative/Office Administration Nov. 2011 – Present

Interacted with customers by phone, email, and in person and received orders or changes in service

Adjusted complaints concerning billing and service rendered, referring complaints of service failures to designated departments for investigation

Processed and inputted all customer orders and receipt and ran stock reports to check for product availability

Generated all related paperwork and necessary information required for customer work orders, checked all orders for special requests, and posted inventory records

Coordinated special, last minute shipping requests expediting orders as necessary

Traced orders as required and notified customers of any activity concerning their merchandise, including shipping and tracing information

Assures proper invoicing of accounts by verifying computer generated invoices

Maintains a good working relationship with customers by responding to all inquiries and complaints concerning receipts, invoices, shipments, inventory counts, etc., in a courteous and efficient manner

Reported customer feedback to management, including any signs of customer dissatisfaction

Acted as liaison between the warehouse and the customer in administration of accounts and between the office and customer regarding invoicing and credit changes

Performed paperwork associated with orders including the maintenance of customer files

Performed clerical work as required including answering phone calls, operating various office machines and computers, corresponding with customers and greeting customers and visitors in the office

Maintained current and accurate procedure book which details the processing requirements for each account; prepared all reports concerning customer services activities and performed other customer service and company related duties as necessary

Notified management of all requested changes from the customer regarding shipping, handling, or administrative characteristics

Worked with management regarding product routing for customers

Weston Premium Woods, Brampton, ON

Customer Service/Inside Sales April 2010 – Nov. 2011 (Contract)

Primary phone contact for external customers and internal customers including sales, operation, and administration

Placed orders and performed inside sales functions including maintaining and growing designated accounts as well as prospecting

Responded to sales inquiries regarding inventory, cost, and market price

Coordinated orders to be shipped at a later date

Communicated and followed up on back orders with customers, purchasing, and sales

Prepared all credit orders and corresponding credit notes explanation forms

NCH CANADA, Brampton, ON

Customer Service Representative Dec. 2008 – Dec. 2009

First point of contact for both new and existing customers, via phone, fax and emails

Processed requests for quotations, orders, stock availability, lead times, and return authorizations from customers

Used Oracle application daily to process orders

Interacted with Customers, Sales Representatives and Sales Management daily

Maintained product knowledge by participating in the training programs and reviewing various references, i.e. catalogue, Product Specification Reports

Followed up with customers, outside sales and internal departments to assure customer orders are fulfilled on-time

Maintained records, prepared reports and performed word processing assignments and related clerical duties

Identified problem areas and proactively suggested changes to improve program and operational success

Exclusively responsible for maintaining all new and existing Distributors accounts

WHMIS certified – 2009

Retrieved WSIB forms

Worked with Credit Department on debit and credit memos

Used CARES system to enter ALL returns instructions in order to generate Credit/Debit Memo's

ARCLIN CANADA, Mississauga, ON

Customer Service Representative 2007 – 2008 (Contract)

Handled all telephone inquiries regarding sales order processing, deliveries, stock status, pricing, etc. and initiated corrective action on a timely basis

Used Oracle application daily to process orders

Entered and/or validated all orders within 24 hours of receipt.

Responsible for all timely changes to orders as required and advised all affected departments concerned

Released orders to production maintaining daily communication with both Canadian and US warehouses

Communicated clearly and promptly with customers to clarify delivery requirement/shipping dates and item specific information

Ensured timely order fulfilment and that invoices were processed daily

Invoiced electronically through Oracles Discoverer or Portal

Managed Vendor Managed Accounts and Consignment accounts

Managed all accounts on Hard Hold and Soft Hold to ensure timely releases for scheduled shipment

Advised the Plants of any scheduling changes

Managed credit/debit memos merchandise returns along with CAR (Corrective Action Requests)

Laurentian Financial Services, Brampton, ON

Marketing Coordinator/Customer Service 2000 – 2008

Generated reports such as position statements for representative's meeting with clients

Reviewed all forms for completeness and accurate processing

Answered phone and handled all client service issues

Updated pending business summary sheets for sales representative's attention when documents are outstanding

Updated contact management system consistently

Filed client statements, correspondence, agreements, etc.

Assisted with marketing and client appreciation events as directed by representative

Assisted representative with marketing efforts, such as following up with referrals, updating contact management system with names of prospects, and spear heading Bill Good Marketing System-Gorilla for prospects and clients.

Heinz Bakery Product (Subsidiary of H.J. Heinz), Mississauga ON

Customer Service Representative & Receptionist 1991 – 1999

Responsible for sales and customer service support – shipment of goods

Conducted call backs and maintained contact with current company's client base

Performed administrative duties as assigned, (Marketing Dept., HR Dept. Finance)

Performed data entry given from Accounts Receivable/Payable and HR department

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