RACHEL A. ECKLER

Middletown, Oh ***** 513-***-**** ad2k1c@r.postjobfree.com

Professional Summary

Experienced Customer Service Representative with over 10 years of experience maintaining professional relationships with clients to increase profitability and the management of orders. Trained in database systems using various technology platforms. Skilled in coordinating documentation and handling payments. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Efficient in overseeing project deadlines by prioritizing and communicating with teammates and other departments.

Skills

Order Fulfillment MS Outlook

Complaint Resolution MS Word

Shipping procedures MS Access

Data entry AX

MS Excel SAP

Work History

Assistant Manager 11/2023 to Present

Rallys Franchise – Middletown, OH

•Calculate future needs in store for food and supplies and place orders as needed. Manage store vendors and invoices.

•Prepare schedule, process payroll, and supervise staff and provide assistance, as needed.

•Keep detailed record of daily, weekly, and monthly cost and revenues, arrange for new employees’ proper onboarding including training and ordering uniforms.

•Monitor safety and hygiene regulations and gather guest feedback and recommend improvements.

Customer Service Representative 03/2019 to 12/2019

Synergy Flavors – Hamilton, OH

•Address the needs of customers to provide satisfaction in the most efficient and cost-effective manner. Answer customer questions, solve problems and support the sales reps and any other dept that has questions or input with the customer or the product.

•Daily management of system database -communicate customer requirements, customer setup, product number activation, enter pricing, sent quotes, entered orders and confirmation of orders to customers. Calculate lead times, speak with other departments to get information such as stock levels of product needed to make the ordered item. Verify current price is correct.

Review upcoming orders and allocations to determine stock levels.

•Person of contact for customers, sales team, and shipping carriers. Prepare shipping documents, price of shipping, how it ships based on the weight, quantity, and product type. Weather that be standard or to confirm temperature for refrigerated truck, as well as meet any specific qualifications for delivery and combine shipments for better pricing. Provide customer with tracking information.

•Track On Time Delivery, rush orders and any orders that were delayed and the reason for it, contact customer with new ship date and explanation. Track customer concerns and input into system. Lead weekly meeting to get all departments on the same page and come to decision about how to fix the concern and how to not let it happen again.

•Invoice shipments, adding any additional costs or fees, send invoice to customer and log all information into accounts payable spread sheet so Accounting can pull the information needed to

do their job.

•Prepare box, label, and send samples, pre ships or co shipments that were needed as well as kept track of approvals or relay the information back to correct departments if it was denied and needed remade. Sign off on certain shipments quantity, expiration date and batch numbers are verified they match paperwork.

Customer Service Representative 11/2017 to 03/2019

Tempoe – Fairfield, OH

•Take incoming calls from customers, providing an assortment of services such as account balance and program information.

•Maintain customer accounts by updating information on each call, notating all interactions with customers and aspects of the call.

•Taking responsibility for goals and tasks set by leads and managers. •Authorize payments, resolve issues, and escalate as needed, update account information, process customer requests to change their account information.

•Verify the pay frequencies are correct as well as schedule and all other aspects of the account. Educate customers on program and leasing information, while achieving the best outcome by following procedures as well as changing and developing new and improved processes and procedures.

•Refund customers as needed by reps that issue a refund request form, create new accounts, close accounts, survey the situation and make judgment calls as to what to do in that moment for the customer and the company.

Customer Service Specialist 10/2015 to 07/2017

Fameccanica North America – West Chester, OH

•Enter, confirm, track, and manage all orders. Prepare quotes, claims and warranty orders, check and manage inventory. Work closely with other departments to guarantee pricing and lead time on all parts are correct and ensure delivery is completed and shipped out in a timely manner.

•Project manager on new machines or orders for P&G, Kimberly Clark, First

Quality and other customers. Run and work open order reports and back orders.

•Meet and speak with customers about their needs and wants.

•Create new procedures to help the team successfully manage orders and other aspects of the job.

Purchasing-Vendor Relations Supervisor 06/2011 to 08/2015

Quality Gold Inc. – Fairfield, OH

•Create purchase orders in database, checking the information entered which is forecasted on stock levels, the time of year and needs/orders currently in the system. Confirm and follow up on all orders with over 800 vendors domestic and international for accounts such as Costco, QVC, Walmart, and Meijer.

•Communicate to vendors/suppliers the needs and expectations to ensure procedures, policies and documents are in compliance with the standards of the company and resolve all problems and discrepancies.

•Check proforma and documentation to confirm all components shipping are correct quantity, build, description, and details that were ordered.

Customer Service Representative 05/2010 to 06/2011

Quality Gold Inc. – Fairfield, OH

•Taking high volume inbound calls in a high-volume call center regarding a variety of requests such as placing orders, review accounts, and update system with accurate information.

•Using product and service knowledge to address issues, provide solutions, research information as requested using multiple resources. Route calls to the appropriate persons, update call logs, produce call reports and provide follow up calls.

Education

Some College (No Degree): Business Technology

Miami University - Oxford, OH

Completed 2 years at Miami University, from August 2005 to May 2008.

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