Customer Service Order Entry

Objective To obtain a challenging position that will allow me to utilize my knowledge and

experience in a growing organization that offers opportunity for personal and professional growth.

Skills and ability

22 Years of Customer Service skills

Analytical thinking

Thrive in a fast pace environment and respond to requests within established service standard timelines.

Instills commitment to organizational goals

Strong planning skills

Results oriented

Effective leadership skills

Motivating skills

Strong verbal and written communication skills

Possesses a high degree of initiative

Ability to create and maintain professional relationships within all levels of the organization (peers, work groups, customers, supervisors)

Ability to work independently and as a member of a team

Capable of multi-tasking, highly organized, with excellent time management skills

Detail oriented with excellent follow-up practices

SAP, KRONOS, AS400, WMS (OTM, QUICK RESPONSE ETC), RED PRAIRIE, ORACLE, REBUS, EXCEL, WORD, PINC, CELONIS, TABLEU

Education MAED Curriculum Instruction- University of Phoenix

2005-2009

B.S. Criminal Justice – Grambling State University

1994-1999

H.S. Diploma – Pittsford Sutherland

1990-1994

Work Experience

Customer Service Mgr/ Post Sale - EP&ES SOUTHWIRE

2023-current

Managed Customer Service Clerks located across different states

Problem Solving/ trouble shoot order entry incompletions and edits

Process Returns

Scan and correct order Entry Errors that may affect orders shipping in full

Prioritize Expedite requests, per TCAS Exception Process and approvals.

Gather data, Update, and Distribute Delivery and Lead Time update, from Sites.

Review Previous Day and MTD shipments, Past Dues, and Open Orders, by site. Review Blocks/Holds to escalate.

Complete Daily Resolution for Problematic/Delayed Orders (at all sites)

Standard Procedures Documented for CS Clerks (Returns, Order Resolution)

Improvement projects/A3s to permanently resolve significant Cust Satisfaction/Delivery Issue

A3 Problem-Solving and Focus-Project Work

Flip Report Pre-processing and JIRA submission

Key Follow-Up/Review of previous days Critical/Urgent Customer Issues

Scan inboxes/voicemails for urgent Customer requests and Situations, as wells Expedite requests.

Drive improvement trend in customer delivery

Reporting – Blocks/ Holds, returns, open orders, partials

Customer Service Mgr/Shipping and Receiving (The Welcome Center) Supervisor - DHL

2019- Current

Responsible for the managing/supervision and development of customer service representatives and Welcome Center taskers

Oversee all aspects of scheduling inbound and outbound shipments relating to transportation of goods and the client’s needs

Organize work schedules and issue shipping instructions to ensure delivery times are coordinated.

Complete weekly time keeping and attendance

Develops stop gaps for missing shipment and/or import data and information/ follow up

Adhere to client protocol and SOP's. research, report, and resolve customer service issues

Demonstrate the ability to set performance goals, provide consistent feedback and ensure results are achieved

Meet regularly with team members collectively, as well as on an individual basis to monitor progress towards meeting objectives, coach and counsel as well as recognizing team and individual successes

Address performance problems through corrective action and disciplinary process

Creation of necessary work instructions and work flows

Address customer and partner requests for service including inventory reconciliation, user application requests for online portal tools,

Monitor productivity of associate, generates reports providing information to operations and leadership

Standardize procedures to improve department efficiency

Ensure a safe working environment through consistent practice of safety programs and procedures

Maintain employee records such as timecards, attendance points, annual reviews, corrective actions, etc.

Supervise day-to-day operations of the yard, shipping and receiving

Manage and report on all shipping processes

Maintain a safe and orderly work environment

Support core values of Integrity, Respect, Excellence, Teamwork and Accountability.

Coordinate shipments through a multitude of shipping methods such as LTL, EXPORT, CPU and Vendor ship

Help achieve shipment accuracy and implementation of corrective measures by working with warehouse, Yard management team

Make recommendations for productivity improvements and implement required changes to optimize processes

Communicate with carriers on loaded in the yard and empties needed for loading

Plan work schedules, assign tasks appropriately, and appraise results

Recruit, select, orient, coach and motivate employees

Produce reports i.e. loaded in the yard, missed pick ups

Ensure shipping/freight schedule is met

Verify BOL’s have all content loaded/shipped timely and accurately

Tasker Team Lead- APL-Logistics/ Colgate

2017-2019

Lead assignments of work to warehouse personnel, provide real time and documented training and feedback to associates, champion safety awareness and ensure jobs are completed correctly and efficiently per process and productivity guidelines.

Coordinate unloading/loading of inbound/outbound shipments in accordance with procedures

Provides warehouse services assigned through safe, efficient, cost effective and accurate handling of customer products.

Unloading inbounds, loading outbound and staging in accordance with procedures or coordinate the same

Insuring Inventory Control and Storage accuracy thru cycle counts and physical audits

Provide support to team involving product damage, quality and safety issues

Plan and organizing work schedules and ensure jobs are assigned correctly and efficiently

Provide support to the Shipping and Receiving Clerk and employees on the team

Cover shift mgmt. responsibilities in the absence of a supervisor or team lead

Communicates with procedures, insured, bureaus, etc. regarding appointments, policies information verbal and or written

Provide hands-on training through demonstration to associates in all assigned tasks

Substitute Teacher - Clayton County Schools

2016-2017

Instruct k-12 students on daily school activities

Follow lesson plans

Manage classroom and provide instruction according to curriculum

Perform other duties as assigned by the appropriate administrator

Use appropriate judgment to act in the best interest of students

Customer Service Representative - The Coca Cola Company

2003-2015

Assist customer with issuing service calls for fountain dispenser units

Answer telephone inquiries for customers regarding parts orders and status

Schedule service calls and request for new installs and removal of equipment

Process product and label orders

Perform best practices and training to stay in accordance to performance

Transfer customers to phone fix to obtain trouble shooting to repair equipment

Ensure that endorsements, cancellations and non-renewals are issued accurately and on time

Review request and customer needs

Obtain information as required

Enter new service request

Update account information

Provide accurate monthly performance expectations

Red Desk Representative - The Coca Cola Company

2002- 2003

Accept and decline new and renewal business accounts

Delete duplicate accounts

Review and update old account information

Prepared reports to determine current accounts

Fully document account files and documentation

Assisted with submitting information to validate account information

Used established guidelines and practices to provide information to provide timely updates

Processed account endorsements, filings, deleted information for new and existing businesses

Researched and resolved non active accounts

Contact this candidate