Customer Service Representative
Resume:
DOUGLAS P. MONTESANO
Cranbury, NJ 08512 ****.*********@*****.*** Phone: 973-***-****
SUMMARY
Highly motivated Export Coordinator/Customer Service professional offering background encompassing
expertise in SAP, JDE, MS Office, Lotus Notes and other computer programs. Exceptionally articulate,
responsive and proficient. 3 years SAP experience. 3 years JDE experience. 8+ years customer service
experience.
EDUCATION
BA – Sociology (William Paterson University)
AAS – Criminal Justice (Bergen Community College)
COMPUTER SKILLS
SAP, JD Edwards, Windows, MS Word, Excel, Outlook, Powerpoint, Adobe Acrobat, Lotus Notes
PROFESSIONAL EXPERIENCE
Innophos Inc. (11/11 – 7/14)
Export Coordinator
• Responsible for accounts in various countries for exporting and documentation of phosphate
products.
• Responsible for accounts in several countries which entails knowledge of various incoterms,
documentation and labeling requirements based on country and/or customer demand.
• Utilize JDE from order entry to document distribution.
• Primary customer contact for order placement and all inquiries.
• Daily tasks include but not limited to: price confirmations and creation of proforma invoices,
receipt and entry of new orders, check for material availability, booking requests, generate and
distribution of export documents, credits, debits and complaint entry.
• Daily communication via email and phone with customers, freight forwarders, sales reps,
business managers, material planners, credit department, customer master data, and technical
team.
• Special tasks include monitoring export inbox for distribution to responsible coordinators and to
handle colleagues’ accounts when they are out of the office. Responsible for setting up customer
product templates and product cross references for export team. Also primary contact for most
credits, debits and recently launched complaint system.
• Business acumen utilized regularly mainly for credits under $500 in which a business manager
approval is not required.
• Assigned as E1 Coordinator which involved monitoring of system issues, scheduling meetings
with technical team to resolve those issues and provide updates to the Export Team on the
progress being made to resolve those issues.
• Recently been assigned domestic accounts to handle alongside my export accounts
BASF (12/2007-11/2009)
Export Coordinator (Precious metal catalysts)
• Handled domestic and international shipments out of several plants in the U.S.
• Primary customer contact. Communicated via phone and email.
• Responsible for order entry, order confirmations, credit checks, precious metal bullion pricing
inquiries and purchasing, communicating progress or issues with customers, booking air/sea/truck
shipments, coordinating order progress with planners and shipping depts at plants.
• Responsible for maintaining up-to-date customer information in SAP and setting up new
customers.
• Rigorous maintenance of export and domestic sales orders.
• Responsible for revising shipping documents if there were issues. (Usually exports)
• Maintained a professional and friendly relationship with customers.
• Communicated and worked with BASF’s freight forwarder (Panalpina) and also any freight
forwarders customers used.
BASF (04/2007-12/2007)
RCGIT Consultant: SAP Data Entry/Customer Service
• Assisted in SAP implementation.
• Set up master records for customers, contacts and booking text notes.
• Organized and set-up item proposals.
• Assist new users on order entry, booking process and splitting bookings.
• Serve as backup for Export Customer Service Reps regularly.
• Utilize Lotus Notes to communicate with agents regarding issues with purchase orders.
• Attach Letters of Credit to corresponding orders and communicate info with Credit Dept.
• Regular communication with freight forwarder and plants to ensure materials sail on desired
vessels.
DEGUSSA (12/2006-4/2007)
Kelly Services Consultant: Customer Service Representative
• Enter orders for acrylic plastics into SAP.
• Check plants for stock and enter orders according to location of the customer and location of the
plants and warehouses.
• Train co-workers on using SAP applications.
• Check orders that have been entered.
• Maintain documents in files according to date entered.
• Check SAP for blocks placed on orders and adjust orders accordingly.
• Check pricing on orders when balances conflict with SAP.
SCHERING-PLOUGH (4/2006 – 9/2006)
CoWorx Staffing Consultant: On-Boarding Center Representative
• Ordered and tracked background checks, physicals and drug screenings.
• Entered all new hire information into On-boarding system.
• Requested documents from department administrators and recruiters.
• Responsible for requesting and tracking computer equipment, access requests, office space and
phone setup.
• Negotiated start dates with new hires, recruiters, and hiring managers.
• Worked alongside I.T. to solve technical issues with new On-boarding programs.
• Wrote test scripts for new On-boarding programs, assisted in troubleshooting errors, created issue
logs.
• Set up “New Colleague Orientations”.
• Worked with heavy call volume and resistance to the new On-boarding Center and the changes
made within Schering-Plough.
Contact this candidate