Customer Service Sales
Resume:
Anthony Clemente
Bayonne, NJ 07002
Mobile: 201-***-****
Email: ***********@***.***
OBJECTIVE:
To obtain a position where I can utilize my customer service and operational skills to provide clients with outstanding service. I have a broad amount of experience in all function of a business. I have worked very closely with sales, marketing and production to make sure my team and I are very well versed in the products in order to provide accurate information as well as sell the product. Working with accounting and collections has made me knowledgeable in the financial areas. With the knowledge of different functions of a business, this helps me create processes and improve on the overall functionality of business as well as it’s profitably.
EXPERIENCE:
2013-Present Veeco Holding LLC North Bergen, NJ
Director of Customer Service
Responsible for all of the aspects of the customer service activities and manages a department of 5 + customer service representatives.
Interact with customers, company sales and operation team members in order to achieve mutually agreed upon commitments (SLA’s) and goals.
Coaches and develops customer service team as well as direct warehouse staff to achieve customer’s needed compliances.
Develop customer’s SLA and base on the needs of the client’s business partner.
Review and forecast inbound freight with receivings teams to achieve inbound cycle time and fulfill customer orders timely.
Manages the flow, scheduling and processing of client orders from the receipt of orders to shipping.
Responsible for exceeding customer metrics: order cycle time, error free order processing and responsiveness.
Regularly reviews performance (KPI’s) with customer service team providing expectations, performance planning, feedback, training and development.
Oversees and manages the vendor compliance department; responsible for the successful execution of all retail compliance initiatives.
Ability to interact directly with customers on a daily basis and respond to customer specific needs.
Work collaboratively with in house warehouse operations, dispatch, finance and Human Resources in achieving organizational goals. 2012-2013 TPR Holdings LLC New York, NY
Customer Service Manager
Manage the customer service staff.
Improve processes in partnership with Operations, Logistics and our third party Distribution center.
Provide quality control and oversight of order processing to ensure timely and accurate orders are provided to distribution center.
Customer interaction, especially during the peak selling periods. Customer base includes: Retailers, Specialty Stores, Wholesaler, and International Distributors, online distributors, etc.
Work with 3rd party ERP system to ensure efficient operations and data integrity.
Assists Company sales staff in resolving or answering order and product questions to ensure high level of customer satisfaction. Communicates upcoming product plans and programs.
2011-2012 Geox USA / S & A Distribution, Inc. New York, NY Customer Service Manager
Responsible for wholesale and e-commerce website orders.
Over see workloads of 4 customer service representatives and any temporary assignment workers.
Reviewing order entry, expediting goods, pricing, and follow-up on customer inquiries.
Coordinating with the Credit and Accounting staff to resolve billing issues resulting from errors in pricing, shipping, delivery, etc.
Providing timely follow-up on customer technical inquiries and requests in order to optimize the sales process.
Maintain daily reports on incoming and outgoing orders for both wholesale and e-commerce orders.
Running weekly customer order reports to ensure product availability and timely delivery from production.
Manage warehouse daily productivity to ensure customer’s orders are delivered within the ship window.
Working with the Logistics Department to ensure timely and efficient shipment of customer orders and management of returns.
Review routing guides and communicate with warehouse on customer’s specification for shipping and tagging.
Supporting the Sales Force on everyday duties, attends sales meetings and training programs as needed
Check and balance inventory daily and work with sales team to insure product availability.
Serve as direct contact for Customer Call Center to resolve all issues.
Managing problems related with returned defective goods.
Motivating the Customer Service Team to constantly improve the team “spirit” and to lead it to reach the targets. 2
2008-2011 Alpargatas, USA, Inc / Havaianas USA New York, NY Customer Service Manager
Assigned all major, dot.com and international accounts.
Responsible for wholesale and e-commerce website orders.
Manage warehouse daily productivity.
Maintain daily reports on incoming and outgoing orders for both wholesale and e-commerce orders.
Check and balance inventory daily and work with sales team to insure product availability.
Make sure orders are shipped within the client’s ship window.
Over see workloads of customer service representatives and 2 temporary assignment workers.
Review routing guides and communicates with warehouse on customer’s specification for shipping and tagging.
Serve as direct contact for Customer Call Center to resolve all issues.
Responsible for responding to customer inquiries via web mail.
Process and dispute chargeback with credit card companies.
Create reconciliation logs for failed credit card transactions via web site. 2005-2008 Gucci Group Secaucus, NJ
Wholesale Customer Service Supervisor
Created entered and processed Customer Orders through EDI and MOVEX for all accounts.
Checked for any errors on Timepiece pricing or watch configurations.
Provided customer's with specifications on style numbers, accessories and availability.
Reviewed MOVEX/EDI system for deficient/blocked orders transmitted.
Maintained monthly reports on ongoing issues with EDI and failed orders.
Interacted with all accounts and sales representatives to resolve customer issues.
Created returns authorizations for mis-shipped/not ordered items.
Processed repair and replacement parts for customer or distributor as per request.
Transferred location for watches via serial numbers that have been through Quality Control.
Assisted with assembling new product lines to send to sales representatives for customer viewing.
Created visual display for new and existing stores / distributor. 2003-2005 Panasonic of North America Secaucus, NJ
Senior Sale Coordinator
Entered and processed customer and Inter-Divisional orders through EDI for all accounts.
Checked for accuracy on all pricing and process debits/credits for all accounts.
Served as first line of contact for all sales question.
Reviewed SAP system for failed/blocked orders. Maintained monthly reports on orders.
Interfaced with Accounting, Credit and Sale department to resolve customer issues.
Created and processed manual purchase orders and order confirmation for configuration of units.
Monitored configurations and direct shipments for accuracy and efficient turnaround. 2000-2003 Panasonic of North America Secaucus, NJ
Consumer Affairs Clerk
Reviewed correspondence and assigning to regional representative.
Assisted in operation of MECA switchboard and maintenance.
Maintaining updated log of outgoing battery accommodations.
Receiving package, correctly identify and assigning them. EDUCATION:
2007- Present, University of Phoenix, Major : Business Management Jersey City, NJ 2001- 2003 New Jersey City University, Major : Business Jersey City, NJ 3
SKILLS:
Intermediate in Italian Fluent in Spanish 40 WPM Business Objects Mac/PC Platforms Microsoft Office Apps Oracle Reports Photoshop Power Point GXS-Inovis Catalogues Claris Works Data Base Systems Access Excel PageMaker Warehouse Management Systems SAP Lotus Movex PowerHouse - WMS
AS400 Siebel Call Center Authorize.net
Achieve WCS Web Forms SPS Global
CLUBS AND ASSOCIATIONS:
Union Hill Chapter of Future Business Leaders of America President 1998 - 2001 Union City Multi-Arts Member 1997 - 2000
Vice President 2000 - 2001
Local Community Theater Member 1996 - Present
332-334 Martin Luther King Dr. Condo Inc President 2007 - Present REFERENCES: Furnished upon request
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