Customer Service Representative

V E R O N B E R N A R D

Teaneck, New Jersey ***** • Email: ***********@*****.*** • Phone: 201-***-**** PROFESSION SUMMARY

Creative and dedicated self-starter professional with excellent time management, organization, communication, critical thinking, and problem-solving skills. Recognized experience working in diverse roles, such as senior customer service executive, customer relations representative, logistics coordinator, order processing specialist, administrator, and customer support specialist. Operating in a highly deadline-oriented setting where resourcefulness and dedication are keys to success. Highly effective at taking on multiple projects at once. Highlights of Qualifications:

• Customer Service and Sales Specialist concurrently manages sales productivity and retention of multi-million-dollar, multi-site accounts including Fortune 500 companies to small boutique businesses.

• Demonstrated success in executing techniques to optimize processes and streamline operations.

• Investigate and resolve deductions posted to accounts and assign the appropriate resolving group to follow up or escalate issues not resolved according to stated time frames.

• Results-oriented self-starter with highly developed interpersonal, organizational, supervisory, and technical skills.

• Proficient industry knowledge in Separator Spare Parts, Healthcare, Medical Devices, Troubleshooting, Purchase Orders and Shipping.

• Demonstrated interpersonal skills such as critical thinking, effective communication, team leadership, and organizational skills.

SELECTED ACCOMPLISHMENTS

Maintained 100% satisfaction rating over 12 months as a customer relations representative.

Proficiently processed orders totaling between $1K - $1M+ in net value per day.

Proficiently used and troubleshooting CRM/ERP (SAP) including processing quotes, new orders, returns, and warranties.

Received high marks on performance reviews every year, with consistent merit-based raises.

Provided outstanding customer service and support to sales administrators by assisting in the maintenance of the Access database and interacting with internal departments.

My ability to remain unflustered during frenzied periods like quarter-end or year-end proves my ability to work well under pressure.

Skills

SAP-AP6 Database, CRM/ERP (SAP), Salesforce, Ariba, Coupa, Axapta, Outlook, Microsoft Teams, Lotus Notes, Sametime, Live Link, PKMS, SQL Database, Typing, MS Office: Word, Excel, Assess, PowerPoint, Internet proficient.

PROFESSIONAL EXPERIENCE

GEA Mechanical Equipment US • Northvale, NJ

GEA is one of the world’s largest systems suppliers for the food, beverage, and pharmaceutical sectors. Our portfolio includes machinery and plants as well as advanced process technology, components, and comprehensive services. Used across diverse industries, they enhance the sustainability and efficiency of production processes globally.

Customer Service Account Representative for Separator Spare Parts Sales 02/2021 – 06/2024

• Managed incoming customer requests for all GEA Separator Spare Parts, including parts clarification and requested routing to the proper personnel (Including Shared Inbox Customer Handling).

• Clients include but are not limited to distributors and resellers in Dairy, Edible Oil, Food and Beverage, Chemical, Pharmaceutical, Environment, and Marine.

• Responded to customer inquiries promptly and professionally (email, phone, portal, etc.).

• Work directly with customers and internal departments to have credit memos processed to offset open accounts.

• Efficiently create quotes and orders within CRM/ERP (SAP) & online via customer portals.

• Efficiently processes new orders & invoices, as well as returns/warranty replacements.

• Entered customer information into online portals and initial customer account setup.

• Interfaced with the parts warehouse and GEA factories on internal purchase orders and deliveries, including expedited processing for urgent requests.

• Communicated with customers status changes for their orders that may impact expected and requested delivery dates as necessary.

• Collaborated with local and global Engineering, Repairs, Service, and Finance departments to increase customer satisfaction and sales.

• Worked with other departments (Warehouse, purchasing, logistics, accounting, sales, etc.) in a timely and professional manner.

• Balanced open tasks with other customer support priorities within the team or department when known.

• Other department tasks and assignments as directed by the department manager.

• Allowed for timely revenue recognition by controlling open orders/ensuring all calls are opened and closed accurately in (SAP/CRM).

• Created billing/invoice, tax debit/credit, and issued credits.

• Reliable trainer for new employees in all systems and company procedures. Aerotek Staffing Agency

Customer Support Administrator ECI Technology (Contract) • Totowa, NJ 03/2020 – 08/2020

• Scan new/repair books and upload them into Salesforce.

• Prepared acceptance sheets for systems that have shipped, with information from Salesforce and Axapta.

• Supported warranty claims and coordination of repairs.

• Activated and maintained new system assets. Scanned

• Updated preventive maintenance and spare parts list.

• Assisted and provided backup for various customer support items as needed. Agfa Healthcare • Carlstadt, NJ

The Agfa-Gevaert Group develops, produces, and distributes an extensive range of analog and digital imaging systems and IT solutions, mainly for the printing industry and the healthcare sector, as well as for specific industrial applications.

Customer Relations Representative/Project Support Group 09/2009 – 11/2019

• Coordinated projects to meet customer requirements including delivery, information, technical data, and any project milestone specified from order receipt through project closure.

• Performed logistic activities for projects to guarantee an economical and on-schedule delivery of materials as defined by the Project Manager in the installation schedule.

• Created projects/Sales orders in the SAP AP6 Database, and updated information in PMONI.

• Allowed for timely revenue recognition by controlling open orders/ensuring all calls are opened and closed accurately in (SAP).

• Documented and processed complaints of transport damages with responsible partners (Warehouse Team, Procurement, Insurance, Project Controlling, Quality, Project Management) to secure any recourse claims and to take further measures.

• Communicated and collaborated cross-functionally with PM, Management, Shipping Dept, and Finance.

• Proofed and reviewed all customer orders for accuracy (items, pricing, terms & conditions, shipping method/terms, special notes & customer instructions, etc.).

• Developed vendor PO and change request. Processed GR-IR, Code bills with correct cost center.

• Created billing/invoice, tax debit/credit, and issued credits.

• Ensured customer satisfaction by handling complaints, providing effective solutions and alternatives on time, and following up for resolution.

• Utilized all relevant logistics data and options to minimize transport and handling costs in balance with optimal installation efforts as defined by Engineering and Project Management.

• Managed special projects & performed added duties assigned by management. Sr. Warehouse Administrator - Agfa Healthcare 10/2003 – 9/2009

• Ensured the accuracy of all shipping/receiving documents and maintained all records relative to shipping/receiving activities.

• Created and coordinated corrective actions needed to ensure materials arrive on site in line with installation schedule.

• Documented and processed complaints of transport damages with responsible partners (Warehouse Team, Procurement, Insurance, Project Controlling, Quality, Project Management) to secure any recourse claims and to take further measures.

• Performed Shipping / Receiving/ Inventory of products daily, proactively communicating with Administration and Operations.

• Supported end-to-end transportation processing and tracking from booking to final delivery on both international & domestic.

• Supported overcoming roadblocks to ensure shipment is made in line with internal and external customers’ requirements.

• Arranged transportation pick up, input tracking information in SAP & SQL, and investigated delivery problems.

Sr. Dispatch Specialist - Agfa Healthcare 9/1999 – 10/2003

• Scheduled/coordinated field service engineer’s daily activities.

• Reviewed work orders & service schedule details with Service Technicians before dispatching to their respective job sites.

• Maintain continuous lines of communication, keeping Operational and Sales Teams informed of all critical issues that may keep team from meeting daily and weekly work schedules.

• Allowed for timely revenue recognition by controlling open orders/ensuring all calls are opened and closed accurately in (SAP).

• Assisted zone manager training and vacations matrix.

• Captured costs regarding travel, labor, materials, and all aspects of repairing systems.

• Processed forms and paperwork.

Customer Service/Reservation Agent 1988 – 1997

Hudson General/AMR – LaGuardia Airport, Queens NY

• Handled transportation reservation and dispatching.

• Prepared records in response to customer phone inquiries.

• Resolve issues promptly and escalate customers in need of further help.

• Train and mentor new employees on procedures and customer service protocols.

• Established strong relationships with customers, Guests, and Team Members to gain full understanding of their needs and work to serve them effectively.

EDUCATION

Royal Business School

New York, NY

Outstanding References Available Upon Request

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