Customer Service Inside Sales
Resume:
Julie M. Maurer
Semora, NC. 27343
********@***.***
My Goal is to Manage a Customer Service Department and ensure the Company delivers the highest level of Customer Service while meeting Organizational and Operational Objectives.
Qualifications
Customer Service Management
Order flow Process
Key Performance Indicators & Sales Operating Procedures
Process/Continuous Improvement
Customer Forecasting & Inventory
Purchasing of Outsourced Product
Managing Offsite Warehouse Inventories
Training & Mentoring Staff
New Business Ventures
EDI & SAP Implementations
Ecommerce & Big Box Retailors
Building Lasting Business Relationships/Customer Satisfaction
Manufacturing & Distribution
Education
BACHELORS - Business Management
Madison University, Gulfport, MS.
Graduated March 2007
Work Experience
Customer Service Manager
Sky Valley Foods - Danville, VA
December 2017 to Present
Direct Daily Operation of Customer Service Team.
Develop and Implement Customer Service Policies and Procedures.
Review Daily Order Process flow through delivery and Invoicing.
Coordinate with other Department Managers to identify areas of Improvement that will attain higher levels of Customer Satisfaction.
Create and Manage the Departments Key Performance Indicators. (KPI's)
Create and review Customer Service reports to anticipate any Inventory Shortages that may delay Customer on Time Performance. Manage Customer Report Cards.
Manage Customer Forecast and Engage with Cross Functional Departments.
Review Customer Complaints and set Corrective Actions in place to avoid repeats.
Manage Ecommerce and remote Distribution Warehouses.
Identify and Implement Continuous Process Improvements and work with Business Process Teams to define requirements and priorities.
Train and Mentor employees including Goal Setting and Yearly Reviews.
Implementation of EDI and SAP Systems.
Customer Service Manager
Amphenol Times Fiber
December 2013 to July 2016
Responsible for Managing 6 Direct Reports.
Train and Mentor Employees including Goal Setting and Yearly Reviews.
Monitor and follow up on Daily entry of Orders, Quotes, Acknowledgements, RA's, Customer Debits/Credits.
Monitor Customer Forecasts and Vendor Managed Inventories to maintain Min/Max levels, Confer with Production and attend Daily Production Meetings.
Communicate with the different TFC Departments and Plant Facility locations daily making sure any new Customer Contracts/Purchase Agreements are communicated in their entirety and Production is adjusted accordingly.
Heavily involved with Sarbanes Oxley/COSO control steps set in place within the Customer Service Department.
Retail Planning Mgr. / Customer Service Mgr.
Albaad
June 2011 to March 2013
Owner of Monthly Processes, Forecast and Monthly POS (point of sale) Accuracy reporting any accommodations to Production. Analyzing and Monitoring service issues by Item to develop strategies for keeping a week of Stock on hand at Distribution Sites. Create Reports in SAP to use for Inventory Turns and Cycle Counting Product and Consulting with Account Mgrs. Regarding 'State of the Business' for Retail Customers.
Created Reports in SAP for Service Performance levels for Retail Customers, On Time Shipments using JIT measuring tactics, Customer Inventory levels at various Plants and Distribution Sites,
Created manual MRP system for new Product being rolled out until it went live in Production.
Responsible for 5 Direct Reports and the Daily Operations within the Marketing and Customer Service Department.
Train and Mentor employees including Goal Setting and Yearly Reviews.
Review POS (point of sale) Reports and Analyze for new Opportunities, Review Chargebacks, Deductions, Discount Terms, Customer Contracts, Process and Track Orders through EDI into SAP and hand off to Production making sure On Time Dely. Is achievable.
Manage assigned Accounts and have a thorough understand of their Business and Sales Growth, Annual Budgets, Buying Plans, Profit Accountability, Promotions and Specials Buys. Interface with Brokers to Drive Sales and Manage Projects.
Work in conjunction with Customers and Graphic Designers to implement new Packaging Designs using Customer Specs, Managing Timelines from start to finish and providing Product Testing, Forecast, Pricing, R&D, Artwork/Packaging and Product Samples for end Customer to review.
Inside Sales Manager
Novaflex Group
November 2007 to July 2010
Responsible for Managing a Team of 3 Inside Sales Reps. Oversee Daily Operations within the Inside Sales Dept., Set and obtain Daily Sales Goal Budgets. Initiate and build relationships with Customers by providing information about our line of Products. Secures Sales via Phone, Email and other channels of Communication. Identifies upsell opportunities with New and existing Customers. Receives a high volume of Inbound calls for Distribution pricing and Quoting. Works closely with Engineering on specified metric lengths, material types and Flanged and M&F coupled attachments.
Train and Mentor employees including Goal Setting and Yearly Reviews.
Set up and created reports for Inside Sales Reps to Analyze Customer Open Orders, Backlogs and Products being phased in and out and easier ways to reduce costs for the Company.
Develop and Implement Customer Service Policies and Procedures.
Attend Daily Production Meetings and keep all Parties informed of any changes occurring within Production that affects Customer Orders including New Business. Work with External Distribution sites to resolve conflicts or issues and maximize Customer Satisfaction and keep the flow of Communication open.
Customer Service Representative
Schrader Bridgeport
April 2005 to December 2006
Responsible for overall Tire Pressure Monitoring System with primary focus on Customer Service, Forecast/Planning and limited Purchasing. Service OEM and Aftermarket Automotive Accounts utilizing Demand Management. Provides analysis to Supply Chain for OEM and Aftermarket Accounts. Utilizes Automotive Customer Portals to retrieve Forecast information to set up and establish accurate Planning and Scheduling of ERP/MRP system to balance the Supply and Demand.
Responsible for setting up new Customer Accounts and Cost Procedures per Customer Contracts and working with EDI providers to set up on the Customers side. Answers Questions & Complaints, Enter Customer Orders, Resolves outstanding Invoice issues and Pricing discrepancies. Resolving liability issues and assign RGA#'s for return of Defective Product.
Submits Purchase Orders to the Purchasing Department for ordering of Raw Material and coordinates with Purchasing to assure On Time Delivery of Product from Vendors and Export Operations. Assists Program Manager and Salesmen to determine validity of new Programs and Products being introduced in the Matrix. Work with QC/QA on PPAP's, PSW's and Prototypes.
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