Customer Service Manager

Laura N. Orschell

*** *. ******* ***** **., Connersville, IN 47331

Home: 765-***-**** - Cell: 765-***-**** - *********@*****.***

Professional Summary

High-powered Customer Service Manager who effectively motivates associates through continual guidance, direction, development and coaching and is dedicated to providing excellent decisions making, can-do attitude and willingness to help at all times.

Skills

Strong Self Drive

Strategic marketing

Leadership

Resource planning

Project planning

Attention to detail

Time management

Education and training

Self-motivated

Strong verbal communication

Extremely organized

Powerful negotiator

Highly competitive

Client development

Quality control analysis

Adaptability

Work History

Account Setup Specialist/B2B Tech Support -09/2017-09/2022

Working with a team to create and maintain accounts in our system that is driven from our sales force. maintaining and Create new accounts in our system, change of ownership, js hierarchy’s, INTERNATIONALS, LEATHERS, INTERCOMPANY ACCOUNTS, RETAIL ACCOUNTS, AMONG MANY DIFFERENT TYPES OF ACCOUNTS.

WORK WITH SALES FORCE, CREDIT, CSA’S (CUSTOMER SERVICE REPS), BRAND APPROVERS, BRAND FINANCE, VENDOR COMPLIANCE, EDI, IT, AND SUPERVISORS.

MANY DIFFERENT TYPES OF WORKFLOW WITHIN OUR DEPARTMENT INVOLVE EXCEL SPREADSHEETS TO HELP MAINTAIN ACCURACY WITH SAP.

the type of excel that i use on a day to day basics is as following:

convert to pdf

named range

auto fill

formulas

vlookup

filters

conditional formatting

scripts

08/2017 to 09/2017

order entry-Wolverine Worldwide- 08/2017-09/2017

Work with a team to process orders in the system for CSA’s (customer Service Representatives) on a daily basis to ensure accuracy with order placement in our system (sap) along with creating RA’s (Return Authorization) to give customers credit for damaged/unusable goods from our company.

Inventory Control Associate- Wayzata Home Products 04/2014-05/2014

Assisted the manager of inventory and worked as a team member to provide the highest level of service to our customers. Did weekly and bi-weekly counts on all inventory received by the company.

Administrative Assistant YDial, LLC - 623 E. Village Creek Road Connersville, IN

Created solutions in the areas of inventory, sales reporting, distribution and product upgrades that led to system improvement and streamlined processes. Created weekly and monthly reports and presentations. Managed the day-to-day calendar for the company. Managed daily office operations and maintenance of equipment. Supervised and trained billing and collection staff. Scheduled and confirmed appointments for entire management team. Responsible for all A/P, A/R for all of business within and also all reconciliation of books. Provided support for CEO and sales team in managing operation work flow. Standardized department filing system to increase efficiency.

10/2006 t0 Current

Cosmetologist Grandview Barber Shop – 526 W. 30th St. Connersville, IN 47331

Assessed customer needs and gave advice about hair style and color options. Educated clients about products and self-maintenance for healthy hair. Use various hair cutting tools including scissors, trimmers, clippers, razors and brushes. Established a strong relationship with client base to generate long term business. Bleach, dye, or tint hair using applicator or brush. Update and maintain customer information records, such as beauty services provided. Operate cash registers to receive payments from patrons. Develop new styles and techniques. Shape eyebrows and remove facial hair using wax or tweezers. Keep work stations clean and sanitize tools such as scissors and combs.

03/2001 to Current

Sales Consultant Whitewater Broadcasting – 406 North Central Ave Connersville, IN

Built strong client relationships and provided high value-adding services, resulting in an exceeded sales growth. Consistently hit and exceeded sales goals by 20%. Identified and qualified customer needs, developed sales strategies and negotiated and closes profitable projects with an 85% success rate. Maintained assigned account bases while developing new accounts. Explained to customers how specific types of advertising will help promote their products or services in the most effective way possible. Located and contacted potential clients to offer advertising services.

08/1999 to 09/2001

Education

1993

Indiana Professional License- Cosmetology

Artistic Beauty College - Shelbyville, IN

Graduated in top 5% of Class.

1989

Temple Christian High School- Diploma

Vice President

References:

Grace Tang- VP of Operations at Wayzata Home Products -Connersville, IN 765-***-****

Tom Harsh-Staffing Specialist at Manpower-Richmond, IN 765-***-****

Jonnie Thormen-Sales Manager - Bass Pro Shop

Customer Service Specialist-Wayzata Home Products 03/2017-08/2017-4747 Western Ave. Connersville, IN

Managed a team of customer services representatives and held daily meetings to get products out the door in a timely manner. Worked directly with Corporate Customers Representatives to get “late orders” processed and delivered to the customer. Managed a Escalated log (Hot/Late Orders) hourly and made authorized decisions for these orders. Worked directly with Team Leads and Supervisors on the plant floor to get customer orders processed immediately, also, Approved order “add-ons” for current customers to ensure customer satisfaction. Worked directly with our corporate Logistic Team and approved expedited orders for shipping arrangements. Reported daily to my supervisor to share and relate daily tasks that occurred. Monitored and maintained records, solely, of daily communication through our CRM database for the Connersville Plant.

Customer Service/Shipping Clerk- Wayzata Home Products 02/2017-03/2017

Used computers for various applications, such as database management. Worked directly through email or cell phone with Corporate Customer Service Reps. Shipped twice weekly LTL (light truck loads) orders that were “late” or “expedited” order to customers. Shipped UPS and/or FedEx orders for “late” or “expedited” orders.

Marketing Administrator-Manpower of Richmond, IN until 05/2015 Wayzata Home Products 05/2015-01/2017

Managed a team of marketing workers that filled products that were ordered online and shipped to the customer. Authorized and batched daily orders that I purchased through ship station (USPS). Managed all inventory products in marketing by doing weekly and bi-weekly cycle counts. Processed daily Rush orders and distributed them with the marketing staff. Worked through email with Corporate Customer Service Representatives and authorized add-on orders for customers. Set-up and Approved promotions for sending out material to the customers that requested products. Direct the hiring, training, or performance evaluations of marketing or sales staff and oversee their daily activities. Developed and Implemented the SOP for marketing. Increased sells growth by 17% in the first 4 months. Front line quality “initial quality” for the customer orders.

Master Production Scheduler- Manpower of Richmond, IN -Wayzata Home Products 05/2014-08/2014

Produced daily schedules and rush order schedules for the Production Team, Finish Room, Mill Room, Warehouse, Accessories, Pickers, and Inventory Control in our JDE system and through Microsoft Excel. Delivered schedules to the production floor, twice daily. Reviewed and added new orders that were expedited to the day work flow. Guided Team Leads and Supervisors and answered questions that were delivered to them. Establish work procedures or schedules and kept track of the daily work of clerical staff.

Contact this candidate