Zion, IL 60099
Outgoing and customer focused Order Management Representative with over 28 years of customer service experience in multi industry environments. Other skills include:
Supply Chain Logistics ● Provide Assistance to Sales Reps ● Order Management Systems ● Invoice Generation
Product Knowledge ● Quality Assurance ● Marketing ● Problem Resolution ● Team Participation ● Administrative Assistant
Woodland Foods, Waukegan, IL ● 2015 – 2018
Premier importer and supplier of specialty foods and dried ingredients, as well as basic kitchen staples.
Customer Service Representative
●Process orders, credits and rebates received via email, EDI and fax from various food distributors. This includes sending sample orders and arranging product returns as requested.
●Respond to emails providing customers with order status and tracking information.
●Work with customers when product is out of stock. Offering product items in different sizes or something comparable if available.
●Handle same-day and rush orders quickly, working with shipping and production teams when necessary to ensure products are available and can ship within the customer’s expected delivery time.
●Use backlog tools to track and follow up on orders that have not shipped at the time expected.
●Provide pricing, product spec sheets and any other nutritional documents as requested by customers.
●Set up new ship-to accounts and routing details for drop ship customers.
●Understand the unique needs of each customer’s account, shipping methods, pricing standards, private label vs. company brand.
●Work closely with Sales Rep’s to deliver the best customer experience.
Cardinal Health, Waukegan, IL ● 2014 – 2015
Global distributor of pharmaceuticals and medical products.
Sr. Representative, Order Management
Expedited orders by acting as a liaison in product sourcing, problem solving, research and dispute resolution.
Provided appropriate customer support on complex customer issues including special requests, missing or damaged products.
Managed problems and issues by coordinating with internal and external teams, documenting service issues then training others on the resolution techniques to ensure a positive customer experience.
Demonstrated specialized knowledge of how products and service features are used in the customer’s business. Recommend alternatives when needed.
Randstad Professional at Akzo Nobel, Waukegan, IL ● 2013 – 2014
Professional staffing company.
Quality Assurance Specialist
Prepared shipping documents, including material safety data sheets, regulatory details and testing reports.
Maintained tracking spreadsheets for orders that are ready for shipment.
Used SAP to maintain and research manufacturing details, batch release and other product data needed to create testing reports.
Created testing reports as needed to verify product specifications.
Coordinated with other departments to ensure each has the most current documents for the products ready for shipping.
Bridge Personnel at CVS/Caremark, Lincolnshire, IL ● 2010 – 2011
Professional staffing company.
Processed incoming faxes quickly in order to ensure patients received prescriptions in a timely fashion.
Interacted with pharmacies, doctor’s offices, and in some instances the patients to confirm accuracy of prescriptions.
Made sure the orders were sent to the right team/pharmacy based on the medication in a timely manner.
One Step Ahead, Lake Bluff, IL ● 2005 – 2009
A children’s catalog and catalog & e-commerce company, offering clothing, toys, safety items, and other parenting essentials for babies and toddlers.
Product Development Assistant/ Customer Service
Maintained various master spreadsheets for the marketing group.
Conducted internet research on similar sites to stay competitive in the market place.
Worked directly with vendors to gather information regarding new products.
Proof read catalog layout before catalogs were sent to print.
Eagle Ridge Apartments, Waukegan, IL ● 2004 – 2005
A 370 unit rental community offering garage rentals, studios, one and two bedroom floor plans.
Assisted in marketing to the community to generate more customer traffic.
Scheduled sales appointments, greeted future residents, and presented the available rental units through personal tours.
Ordered office supplies and prepared maintenance work orders.
Baxter, Deerfield, IL ● 1988 – 2003
Global healthcare leader of hospital products and services.
Export Operations Analyst
Placed and tracked orders for intercompany and 3rd party customers using SAP, JD Edwards and IPSO systems, as well as monitored orders placed electronically.
Generated invoices and other documents required for exporting compliance.
Coordinated with freight forwarders on loading ocean containers and air shipments.
Responded to customer’s requests regarding product availability, order status, and shipping details related to their orders.
Maintained a 40,000 item product master of healthcare products available to international customers.
Implemented Intercompany transfer pricing for subsidiaries, as well as maintain standard cost files.
Worked as a team member on the Electronic Order Entry project, which involved daily process monitoring of the orders placed by our customers to ensure accuracy.
Prepared export documentation for products shipping to 3rd party international customers.
Worked with air and ocean freight forwarders to obtain air and ocean freight charges.
Coordinated government inspections when required for compliance or by the customer.
Microsoft Office Suite: Word ● Excel ● Power Point
In-house Inventory management systems ● SAP ● JD Edwards