Customer Service Representative

Daniel McLaughlin

Lowell, MA *****

******.**********.*******@*****.*** 978-***-****

Business Analyst Logistics

Consistently exceed customer service expectations and maintain impeccable attention to detail in a direct customer-facing, sense-of-urgency role. Experienced in managing sales orders to realize maximum revenue, reporting to management and meeting corporate timelines. Skilled in developing and implementing standardized policies and procedures.

Strong emphasis in high technology, sales order management.

Form best practice SOP’s for 3rd-party, global supply-chain management, and order fulfillment with cross-functional collaboration.

Generate and analyze action reporting using Oracle, SAP, and relational database tools.

Create and document workaround procedures using vanilla database architecture.

Support Development Team with Oracle11i modifications and SAP Go-Live testing.

Negotiate 3rd party shipping and delivery schedules.

Career History

EMC CORPORATION, Franklin, MA 2005 – 2014

ELM (Electronic Licensing Management) Specialist 2007 – 2014

Domestic Customer Service Representative and initial point of contact for Sales Operations concerning all Electronic Licensing Management (ELM) orders.

Met or exceeded daily goal for achieving as close to zero dollar as possible by supporting multiple product lines and backlog management.

Provided daily reporting on backlog revenue, analyzing results and troubleshooting discrepancies.

Resolved order discrepancies and resent items to customer, contributing to customer facing role for sales and end user on all ELM licensing issues.

Created daily reporting of all ELM revenue recognition issues for relevant product lines, working with cross-functional teams and making corrections that gained maximum revenue and decreased shipping / billing lag time.

Expedited client shipping / billing by evaluating and prioritizing through to sales completion.

Generated financial accrual reports for all revenue orders, meeting all Sarbanes Oxley audit requirements.

Ran, analyzed, and resolved international export compliance reporting as domestic portion of export compliance team by working with cross-functional teams utilizing relational database (Tradesphere, Oracle, and SAP).

Logistics Planner 2005 – 2007

Analyzed backlog reports, reconciled inventory, and satisfied sales order demands.

Liaised with global revenue operations and sales operations, prioritizing sales orders that met all customer requirements.

Oversaw sales orders from manufacturing through delivery of sales, making adjustments that ensured best business practice and realized maximum revenue.

Developed and monitored schedules for products and commodities critical to meeting quarterly revenue and customer demand.

Daniel McLaughlin ******.**********.*******@*****.*** Page Two

EMC CORPORATION (Continued)

Established balance between vendors and customers based on supply and demand for materials and finished goods.

Resolved problems with inventory, production schedules, or material shortages, recommending procedures that avoided future problems.

JOHN STONE SUPPLY, Waltham, MA 2004 – 2005

Customer Service Representative

Initial contact sales representative for this 50-year-old leader within HVAC Industry. Oversaw computer-based record keeping of daily sales.

Provided quality service by working with outside manufacturers, delivering time sensitive materials to wholesale customers.

Facilitated support to outside sales team in issues regarding pricing, ordering, and delivery of material.

Maintained high level of sales as one of the top sales representatives on both the retail and wholesale environment.

Thrived in call center format in an inside sales capacity, focusing on merchandise information, pricing, availability, and ordering.

Placed special orders and organized time sensitive delivery schedule in support of all construction projects.

Additional Experience

BOSTON COLLEGE, Chestnut Hill, MA 1988 – 2004

Assistant Director, Shipping / Receiving

Supply Buyer

Customer Service Representative

Education

BA, Business Administration, Boston College, Boston, MA

Professional Training

EMC University

Brio Insight

Material Control Systems (Kanban)

Lean Six Sigma Fundamentals, Yellow Belt

Technical Skills

SAP

Oracle

Global Allocator

AS 400

Profit21

Flexnet

Microsoft Office

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