Customer Service Sales
Resume:
Paula M. Peterson
Landenberg, PA 19350
Home 610-***-****
Cell 302-***-****
***************@*****.***
CAREER PROFILE
Customer Service Professional with over 25 years of experience in expediting customer calls, inquiries, concerns and resolutions to ensure customer satisfaction. 15 years of experience in creating and maintaining production schedules and managing warehouse functions to ensure business plans and department targets were achieved. Strengths include being a team player, customer focused and an effective communicator.
Expertise includes:
SAP Sales Systems
SAP Production Planning
Outside Sales
Customer Service
Inventory Planning
Transportation planning
Accounts Receivable
Supply/Demand
Problem Resolution
PROFESSIONAL EXPERIENCE
Pall/Trincor, Exton, PA 1/15 - Present
Customer Service
- Receive and process incoming orders through SAP Sales order system.
- Create SAP pricing for contracts and quotes when entering orders
- Handle all EDI kick outs for Distributor accounts
- Maintain all outside sales and customer liaison point of contact.
3M, Aston, PA (contracted through Aerotek) 8/14 - 12/14
Customer Service/Scheduler
-Received and processed incoming orders through 3M sales order system.
-Created all production orders to go out onto the floor.
-Created all bar code labels for each production order
-Handled all Accounts Payables.
Rath, Incorporated, Newark, DE 3/11 – 5/14
Customer Service/Scheduler
-Receive and process incoming orders through SAP Sales order system.
-Implemented SAP Production Planning
-Placed sales orders into the SAP Production planning system. Maintain SAP Production Planning schedule ensuring that materials were available and scheduled to ship to coincide with customer need dates.
-Check SAP open order list daily to pull delivery notes, check inventory and provide paperwork to shipping.
-Receive prior day shipments, goods issues and invoices.
-Main point of contact for customer inquiries.
DuPont (contracting through H.L. Yoh), Wilmington, DE 3/2010 – 3/2011
Customer Service Specialist
-Receive orders for Freon from Caribbean customer. Utilize SAP to enter order, check inventory, billings and credits. Problem solve all customer
inquiries.
-Handle all export air orders that are not processed into SAP. Orders are entered into Transoval to transmit all necessary information to the appropriate freight forwarders.
-Maintain the Teflon Yahoo store. Enter all orders into SAP, check inventory and process credit card payments. Work with warehouse to confirm accurate delivery.
-NAFTA Coordinator. Manage all renewals and requests by working with management.
LyondellBasell Industries, Wilmington, DE 1/2001-2009
Customer Service Professional (Distribution Lead & SAP Trainer)
-Customer Service skills – Managed strategic customer accounts by placing customer orders and timely communication of order status and availability of products. Specialized in the more difficult accounts
-Ensured all process and procedures were in accordance with TS/ISO standards.
-Maintained internal inventory forecasting system for customer demand.
-Collaborated with the supply chain to fulfill any supply opportunities on the customer’s behalf.
-Achieved an average of 96% collection of past due account receivables.
-Utilized internal railtrac system to keep customers informed of any transportation delays.
-Ensured pricing was recorded in system for accurate and timely customer invoicing.
-Researched root cause analysis, developed written responses and ensured timely and effective corrective action to resolve customer problems.
-Provided daily support to customer service colleagues.
-Coordinated with sales and management to ensure customer satisfaction thru effective communication.
-Supply Chain experience - comprehended and worked through all aspects of the supply chain. Understood all aspects from order entry, pricing, scheduling, logistics and collections and how they impacted the company and my customer.
-Order management – Organized all orders according to customer needs and priorities. Complete all orders from inside sales to order placement to collections.
Paula Peterson – Page 2 of 4
Polymart, Inc., Hockessin, DE 1999-12/2000
Logistician/Office Manager
-Responsibilities included billing, collections, problem solving and purchasing.
-Customer Service point of contact.
-Handled all logistics of shipments, obtaining trucks and organized movements with the warehouse.
-Coordinated manufacturing runs for new production to meet all customer requirements.
Brandywine Compounding Company, Wilmington, DE 1984-1999
Sales Coordinator
- Maintained all outside sales and customer liaison point of contact.
-Prepared and prioritized all orders were filled and up to date.
-Handled customer complaints and followed up to ensure a timely response.
-Spear headed with each department to make certain that all products were made to ISO requirements.
-Supervised two customer service representatives.
Master Scheduler/Purchasing
-Scheduled lines to ensure that all customer orders were shipped timely as requested.
-Coordinated and problem solved to make sure that schedules were completed with minimum amount of transition and all proper maintenance down time included.
-Contracted with raw material suppliers in order to procure the proper materials for all customers at the appropriate pricing.
Warehouse Manager
-Received orders from sales and would secure trucks in order to meet customer requirements.
-Performed and managed that all physical inventories were reconciled to inventory records and properly reported to the customer
-Trouble shot all shipping and inventory complaints for the customers.
-Supervised three shipping personnel
Customer Service Representative
-Evaluated all orders and confirmed they would be handled appropriately.
-Consulted with every department to make sure that customer requirements were met in a timely and professional manner.
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TECHNICAL SKILLS
SAP 5.0 APO BW R/3, Picasso Inventory Management Systems 21.2 1A, Lotus Notes, Microsoft Outlook, Microsoft Word, Microsoft Excel, Internet/Globalnet, Brio, Bourque Railtrack System, Microsoft Access, Tritan Mercurygate (truck tracking system), Transoval, EDI and Customer Service First Course
EDUCATION AND PROFESSIONAL DEVELOPMENT
University of Delaware completed 2 years – Business and Psychology
William Penn High School
Oliver Wright Master Scheduling Class
SAP Training and Management Courses
SAP Production Planning Courses
Paula Peterson – Page 4 of 4
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