Outgoing and Customer focused Order Management Representative with over 30 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 Assistance ● Call Center ● Collections ● Chat Function ● EDI

Professional Experience

Brook Furniture Rental, Lake Forest, IL July 2020-August 2023

Brook offers home and office Rental furnishings with most deliveries taking place within 2 business days on average. Fast, easy

and sustainable by keeping furniture out of landfills, we pride ourselves on our worry-free rentals offering free exchanges within the first 7 days of your rental.

Work with customer’s if their delivery or pick up is late, contact driver to see when they will arrive

Assist customers with billing questions after delivery of furniture

Waive fees, such as late fees, delivery fees if fees should not have been added to customer’s account

Send Remits and outstanding invoices to customers asking when we can expect payment by utilizing a Collections spreadsheet generated weekly.

Process credit, check, and Wire transfer refund requests upon move out when applicable

Utilize the team’s group mailbox and triage emails to the appropriate person.

Work with sales, assist in their requests

Work with the Concierge team to process the Customer’s Initial Payment needed prior to delivery

Take payments from customers over the phone either by debit / credit card or ACH payment

Set customers up on autopay if requested

Schedule pick-up’s for customers at end of lease term

Help customers navigate our website,set up account online, show them how to make payment’s online, add their lease number,etc.

Send damage invoices along with pictures to customers if damages are found upon pick-up from the DC

BMO Harris Bank, Buffalo Grove, IL ● 2018 – September 2019

Large banking call center

Customer Service Representative, Personal Banker

●Respond to Customer’s requests in a timely manner regarding their accounts within a busy call center environment

●Provide Account balances, transfer funds, assist customers with online banking issues

●Follow banking rules, procedures, and protocols to stay in compliance

●Help customers understand transactions, fees, and provide the best banking experience based on their personal banking needs.

●Upsell when appropriate, offer Money Markets, CD’S, offer different checking accounts based on their needs, activate ATM cards and reset pin numbers as needed

●Provide excellent customer service with every call using BMO’S effortless one call resolution method.

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

●Processed orders, credits and rebates received via email, EDI and fax from various food distributors. This included sending sample orders and arranged product returns, as requested.

●Responded to emails providing customers with order status and tracking information.

●Worked with customers when product is out of stock. Offered product items in different sizes or something comparable, if available.

●Handled same-day and rush orders quickly, worked with shipping and production teams, when necessary, to ensure products were available and could ship within the customer’s expected delivery time.

●Used backlog tools to track and follow up on orders that had not shipped at the time expected.

●Provided 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.

●Understood the unique needs of each customer’s account, shipping methods, pricing standards, private label vs. company brand.

●Worked closely with Sales Representatives 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, Lincolnshire, IL and Bridge Personnel, Waukegan, IL ● 2010 – 2014

Professional staffing companies.

Quality Assurance Specialist – AkzoNobel, Waukegan, IL ● 2013 – 2014

●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.

Benefits Coordinator – CVS/Caremark ● 2010 – 2011

●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.

Various short term assignments in between the two long assignments listed above.

One Step Ahead, Lake Bluff, IL ● 2005 – 2009

A children’s catalog and 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.

●Proofread 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.

Leasing Consultant

●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.

Database Specialist

●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.

Documentation Administrator

●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.

Technical Skills

Microsoft Office Suite: Word ● Excel ● PowerPoint ● In-house Inventory management systems ● SAP ● JD Edwards

SALESFORCE● Chat Function ● EDI

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