Resume

Customer Service Client Services

Location:

Rancho Cucamonga, CA

Salary:

70,000

Posted:

January 28, 2024

Contact this candidate

Resume:

Katherine Solano

ad25s1@r.postjobfree.com 714-***-****

PROFILE SUMMARY

Dedicated and seasoned Client Services Supervisor with over a decade of success in elevating customer service standards. Proficient in utilizing Outlook Express, Microsoft Office, and various TMS websites, I possess robust time management, problem-solving, and communication skills. In my recent role at NRI Distribution, I effectively supervised a team of nine employees across three warehouse locations, skillfully handling client escalations, providing comprehensive training, and ensuring streamlined order processing. My collaborative approach with internal teams, proactive management of client calls, and strategic order prioritization consistently contributed to the enhancement of client relationships. Grounded in a background as an EDI Coordinator at Burleigh Point, I demonstrated an unwavering commitment to detail and client satisfaction. Ready to bring my wealth of experience and expertise to excel in a dynamic Client Services Manager and Supervisor position.

CORE COMPETENCIES

Proficiency in using Outlook Express, Microsoft Office, Windows, Excel, AS400/EDI, and AspireWMS.

Strong skills in time management, task prioritization, adaptability, and meeting deadlines, with a focus on maintaining organization and attention to detail. Emphasizes a collaborative "we" / "team" mentality.

Responsible for providing training and coaching to empower employees with the necessary skills for individual success.

Demonstrates excellent verbal and written communication skills.

Experience in both independent work and collaboration within a team environment.

Possesses excellent problem-solving skills.

Over 10 years of experience in the customer/client service industry.

Familiarity with various TMS websites for routing/PO adjustment purposes.

Experience using UPS, FedEx, and DHL shipping websites. PROFESSIONAL SKILLS

Communication Skills

Customer Relationship Management (CRM)

Leadership

Problem-Solving

Team Management

Negotiation Skills

Time Management

Analytical Thinking

Adaptability

Conflict Resolution

PROFESSIONAL WORK EXPERIENCE

1/2020 - 9/2023

NRI Distribution: Client Services Supervisor

Supervised and managed a team of 9 employees across 3 warehouse locations, serving a total of 20 clients.

Addressed and resolved Client Escalations, collaborating closely with coordinators to ensure timely resolution of issues and the maintenance of a high level of customer service.

Provided additional training and coaching to employees requiring assistance in understanding specific processes.

Collaborated with warehouse operations managers and supervisors to proactively manage client expectations, addressing workload and staffing issues to foster a strong and consistent relationship between the warehouse and customer service teams.

Worked closely with internal Receiving, operations, and Inventory teams to ensure inbound/outbound PO’s were processed within SLA requirements based on client contracts.

Conducted daily check-ins with Client Service coordinators to ensure orders for ECOM and Wholesale were processed within contractual SLA’s by coordinating with the internal operation team.

Assisted with PO Extension requests and addressed TMS issue email correspondence in collaboration with the Customer Service team.

Managed daily time sheets for all employees, approved PTO, and adjusted schedules as needed to adapt to changing circumstances.

Led and oversaw daily client calls to review order queues, prioritize orders, and provide suggestions for better execution. Used each call to strengthen the partnership, maintaining transparency and trust with clients by addressing potential issues proactively.

Budget Management

Market Knowledge

Quality Assurance

Multitasking

Data Analysis

Presentation Skills

Risk Management

Strategic Planning

Contract Management

Crisis Management

1/2004 - 1/2020

Burleigh Point, Irvine, CA: EDI Coordinator / In house CSR

Receive and process EDI orders (850's/860's) for multiple brands.

Manage Major Accounts, collaborating with sales representatives and sales management to address and rectify issues in a timely manner.

Collaborate with production to ensure the application of valid ETA dates to orders and purchase orders (PO’s).

Work closely with the Customer Service Representative (CSR) team to assist with order extensions and major maintenance requirements.

Oversee bulk orders, managing depletion and deletion once units have been utilized.

Collaborated with external sales agencies to enhance outreach and market penetration.

Managed monthly shipping budgets and implemented cost reduction strategies to optimize shipping efficiency.

Demonstrated comprehensive expertise in Value-Added Services (VAS) for major retailers like Nordstrom, Amazon, Dillards, etc., ensuring proactive measures to prevent chargebacks and maintain positive relationships with key customers.

EDUCATION

Completed high school at New Horizons High School in Banning, CA in 2002.

Obtained a diploma.

REFERENCES

Sindy Herrera -M: 909-***-****

NRI 3PL VP of Operations

Anna Andio - M:714-***-****

NRI 3PL Director of Operations

Herschel Supply Co. Operations Manager

Greg Fujiwara

M: 778-***-****

Rothy’s / VP of Logistic