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Customer Service Sales

Lowell, Massachusetts, United States
August 06, 2018

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Tina Beland

Lowell, MA 978-***-****

OBJECTIVE: T o contribute to a team environment and facilitate company growth. EDUCATION:

Bachelor's Degree, U niversity of Massachusetts Lowell, Massachusetts Project Management Certificate, Boston University Boston, Massachusetts Certification, Medical Assistant, Salter School Tewksbury, Massachusetts JPROGRAMS SKILLS:

SAP, Outlook, Google, Google Drives, HubSpot, Spiceworks, CRM, BAAN, SharePoint, Crystal, Fourth shift, SALMON, KORM, A riba Requisitioner, BPCS (AS400), Cosmos, T&E Expense, I nventory management, Order management, collections, accounts receivable, CAPA, RMA, Project management, Inventory procurement, 21 CFR Part 11, account reconciliations, Reporting KPI, Setting up International Meetings, Lead international and Domestic Cross Functional teams, accounts payable, AES, manage month end activities, Executive Calendar Management, plan large shipment logistics and crating (20+ years) WORK EXPERIENCE

Contracted Work October 2015 – Present

Alpha Software Sales Operations- Executive Assistant: Create mass mailing, triage executive emails and calendar requests, calculate commissions for all sales reps and BDR, develop processes around customer service and license administration, cancel non paid license renewals and expired keys, administer license programs, cloud subscriptions, and help define customer service programs and package definitions, query system database for various information to support sales, perform research for the VP and President, schedule office cleaners, coordinate with CFO on credit and collection activities, schedule office cleaning, perform miscellaneous office tasks like filling water cooler assembling chairs, schedule dinner parties, research IT tickets pertaining to sale related activities, assign sales reps to follow-up on inquiries for pricing, renewals and services. work on call and remote as necessary Pion Coordinator

Create Master equipment log and integrate three companies under one brand Implement and maintain workflows for the three international and domestic locations in Zoho Keurig SAP Inventory Transaction Analyst

Project to transition from PeopleSoft to SAP working on the inventory analysis portion with Third Party vendors to ensure that data was received and transmitted to the Vendor and Point of Sale contacts Juniper Networks SAP Analyst/Advanced Customer Care Project t o transition from three data-tracking platforms to one all inclusive ERP system focusing on testing and instruction of how to use the Advanced Customer Care portion and performing tasks related to on time delivery of equipment of urgent replacement parts.

Bristol - Myers Squibb Pharmaceuticals SAP Transaction Analyst Project to combine multiple sites to a single pricing strategy and implementation of that in the ERP system including batch records and other pharmaceutical documentation as required Zoll Medical Corporation Contracts Coordinator/Administrative Support Operations Analyst A pril 2014 - September 2015

TEL Epion (Division of Tokyo Electron) Billerica, Massachusetts

•Create and verify price list working with sales department. Prepare quotations for spare parts and contract manufacturing sales. Generate sales orders, change orders, etc.

•Work with customers to obtain payment status and resolve billing issues as needed.

•Generate commercial invoices as well as any other supplementary documentation required for all international shipments. Work with Materials Logistics team to ensure customer requirements are met.

•Schedule crating and in-land transportation and coordinate logistics with customer’s freight forwarder for system shipments.

•Manage the billing process for all carrier invoices via a third party billing web portal; investigate carrier related billing issues as required

•Work with cross-functional team (Operations, Product Support, and Materials Operations) to manage spares inventory at divisional sites and to manage spares pricing database

•Manage system install tracking process, Manage warranty expense tracking process, Purchase Parts related to shipment from 1 P age

outside vendors, Process vendor order for raw materials, quote vendors pricing for raw materials.

•Test System modification in Baan to increase productivity application and modification to primary ERP system for items such as mass sales order uploads, automated commercial invoices and numerous other features

•Work with engineering and Export Compliance team to have each product sold coded for COO, ECCN and HTS codes, then implement those codes in ERP system, access database and other systems such as Sharepoint

•Provide monthly metrics – delivery to promise, on time delivery, analysis and failures

•Identify cost saving initiatives and implement

•Coordination of Certificate of Compliance Program

•Provide shipment data for internal and external audits, Provide Financial Data to various internal and external groups,

•Approve payment of invoices for internal bill-backs as well as invoices from vendors

•Facilitate and mentor weekend and after-hours critical machine down shipment program

•Train Sales Operations Analyst (SOA) on Pricing and Order Management as well as mentoring SOA on Engineering changes and their impact to Sales and pricing

•Create and Implement RMA Process

•Work with teams to improve and document processes and procedures

•Work with the Shipping Dept. to provide / confirm shipping details for all sales orders.

•Edit and modify bills of materials related to spare parts and planning BOMs

*Working on Supply Line management ROP

Sales Specialist N ovember 2011 - November 2013

Kaspersky Lab Woburn, MA -

• Interact with Internal and External customers to maintain orders satisfaction troubleshooting issues with software keys and installations.

• Perform Inventory transfers and reconciliations for warehouse, stocking & distribution sites, handle any issues related to stock transfers & reconciliations

• Perform non-standard pricing verification & deal registration verification for large orders, authorize orders to process in the KORM and SALMOM systems

• Perform licensing co-terming (these are non-standard expiry & terms for licenses) Authorize & Distribute Software keys

• Invoice in Great Plains accounting system – manually and automated to Commercial and Retail Distributors

• Process credits for returned or damaged products, and process price variances

• Add and verify Resellers & Partners’ registrations into the KORM and SALMON systems

• Process Return Material Authorizations

• Enter Retail Orders, Commercial orders, Not for Resale Orders & Trials, Conduct EDI processing and the processing of Drop shipments

Customer Service A pril 2011 - October 2011

Wakefield Solutions Pelham, New Hampshire

• Interact with customers by phone concerning orders, returns, shipments and products.

• Receive and enter confirmed orders.

• Contact customers when necessary to advise shipments delay and/or information necessary to process orders.

• Track the safety stock on the assigned accounts and adjust levels of parts in accordance with the customers ordering patterns.

• Process Requests for Quotes(RFQ), Return Material Authorizations(RMA), Process Corrective Action Reports,

• Keep management informed of all activity.

• Writing work instructions and Position training manuals

• Monitoring Press scheduling and balancing workflow to the shop floor Customer Service International D ecember 2010 - January 2011 DSM Neo Resins Wilmington, MA

• Process phone/fax/emails customer product orders, and enter data into SAP R3 computer system

• Organize shipments with internal and external warehouses, planning and shipping where applicable

• Filing or related customer information such as Bills of Lading, Invoices and other items

• Preparation of Export documentation, liaison with Freight Forwarder

• Customer contact involves resolving problems, gathering and entering forecast information, answering questions, addressing customer concerns in pricing, billing delivery damaged material etc.

• Maintain, review and assemble profiles and special instructions on all customers in the database; monitor orders to ensure satisfactory delivery

• Ensure compliance with contractual obligations.

• Customer information maintenance, testing rewriting or work instructions as new enhancements are implemented 2 P age

International Supply Chain Analyst N ovember 2010 - December 2010 Fresenius Medical Care Waltham, MA

• Review and process purchase orders for international customers in SAP

• Forward commercial documents to customers

• Re-key orders from the international holding distribution center to the shipping distribution center

• Manage delivery schedules and drop ship orders for clinics in Puerto Rico

• Coordinate the set up of new international customers

• Solve problems by working directly with customers and relevant internal departments

• Respond to requests for info regarding shipments of products to other countries or sourcing a distributor or affiliate

• Generate monthly report detailing the value of products that were sent via ocean containers for insurance purposes

• Develop, promote, maintain and distribute key performance indicators to ensure continuous improvement

• Support additional supply chain initiatives as necessary Administrator N ovember 1999 - June 2009

Lantheus Medical Imaging (formerly Bristol-Myers Squibb Company) Billerica, Massachusetts

• E xport Order Administrator: (3/08-6/09)

Ensured smooth project flow and order processes for International Customers, streamlined oversees order process to an Order Form

Transferred distribution model from BMS to Lantheus European distribution model to overseas 3rd party warehouse model this enabled the company to save import and export duties as well as storage charges by 18% Continued roles and responsibilities listed under the International Operations Analyst and Rx Project Coordinator Positions

• I nternational Operations Analyst: (3/06 -3/08) In addition to responsibilities listed under Rx Project Coordinator, Team member of the Medical Imaging Procedural Documents Council, as such was responsible for overseeing compliance with S.O.P. (Standard Operating Procedure) on a division wide level, Plateau training administrator for the International Radiopharmacy staff at 9 locations worldwide, Worked with Production Planning Department to ensure stock levels and production runs met International customer and distributor need.

• R x Project Coordinator: (11/03-3/06)

Team member of the International Rx Ops team; coordinated Radiopharmacy build-outs in Australia and Puerto Rico interfaced with internal and external clients and vendors,

Acted as an in house resource to our international locations in Australia, Puerto Rico and Canada, coordinated and expedited policies and procedures so as to not impact timely business flow, Lead website project, Lead ISOtrain Project, Lead SOP standardization subcommittee, Participated on International Radioisotope Safety Committee, Drove conversion to Cosmos documentation system, established and maintained Metrics database for all pharmacy activities - financial and operational. Worked with pharmacies to establish and maintain Legal Agreement by Federal Government regulations in compliance and reporting. Worked with the project teams to ensure project timelines were met, set up common resources and made documents available to all team members. Interfaced with Global Strategic Sourcing to ensure that purchasing guidelines were met by the Radiopharmacies and that maximum leverage for procured items was utilized.

• A dministrative Assistant: (11/99 - 11/03)

Supported the Associate Director of Distribution and other staff members, scheduled meetings on and off site, made travel arrangements for all department staff, entered purchase orders into the accounting system, purchased office supplies and services for corporate headquarters’ staff as well as four distribution centers, approved invoices for payment working with accounts payable and purchasing to resolve discrepancies, prepared presentations, created monthly metrics. 3 P age

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