Customer Relations
Resume:
Shanèia D. Gray
*** ************ ****., ***.**-C 551-***-**** (Mobile)
Paterson, New Jersey 07522-2109 *********@*****.***
Professional Experience
June 2016-March 2020 Worldlink/Samsung Inc Ridgefield Park, New Jersey
Customer Relations (Contract)
Create and maintain orders in SAP.
Update order information (delivery dates, model changes, distribution centers, plants, and customer data, correct/update unit pricing upon approval of pricing update from sales and finance team) per request sales or vendor.
Review raw data for orders transmitted with invalid data in IDOC processing.
Correct errors for EDI sales orders.
Run unshipped order report to maintain EDI orders for Home Appliance and Consumer Electronics accounts.
Send report of price discrepancies to sales and order management teams.
Update and track current orders through use of Fedex, UPS and other logistic portals.
Update tracking and order inquiry reports received from vendors and B2B accounts.
Maintenance of EDI warranty orders including removal of delivery blocks and request of serial numbers as needed.
Transmit warranty orders to vendors for processing and billing.
Process Magic Info to obtain license key for transmission to customer/vendor.
Send copy of warranty information via Samsung Warranty Portal as requested by customers.
Complete cancellation requests received from customer or vendor via SAP and Samsung Sales Portal.
Issue credit/debits request received from finance department for orders billed at incorrect or invalid pricing.
Complete return requests for vendor or B2B accounts as requested.
Verify, create and maintain return requests from vendor, customer and/or logistics team.
Handle all email inquiries on order, warranty, return and cancellation requests as needed.
Setup and maintain all model (SKU) information via Commerce Hub and/or SAP.
Assist C/S Manager with daily responsibilities as required.
May 2015-May 2016 Easy Spirit New York, New York
Account Services Coordinator
Daily Processing of EDI Orders.
Daily Maintenance of D2C orders.
Order entry of specialty and close-out orders
Process sample requests.
Run reports of replenishment styles for accounts.
Work with account executives on unconfirmed balances
Analyze open order reports/to resolve orders that are past cancel
Maintain customer orders daily
Cancel styles upon request from sales pending VP approval
Apply discounts per request from sales
Request extensions from sales and accounts as needed
Update oversold orders and move out late shipments.
Request Call Tags and RTV's from returns department.
Enter conversion requests to convert cases into pairs for specialty orders.
Provide UPC's and ASN's per account request.
Maintain oversold balances provided by production department.
Assist C/S Manager with daily responsibilities.
Allocate and create pick tickets for open orders.
Maintain vendor networks of accounts (Amazon Vendor Central, VendorNet Lord & Taylor)
July 2014-May 2015 The Gina Group New York, NY
Customer Service Representative
Order entry and maintenance of independent and major stores.
Work with account executives on unconfirmed orders
Cancel styles upon request from sales pending VP approval
Work with warehouse to cancel unfulfilled orders.
Allocate and create pick tickets for open orders.
October 2013-July 2014 Michael Kors East Rutherford, NJ
RTW Wholesale Support Associate (Contract)
Process EDI orders on a daily basis
Monitor unconfirmed log to ensure confirmations are received
Create weekly replenishment recap to C/S Manager to monitor cancellations
Process return authorizations
Run bookings reports by late styles
Computer Skills
Microsoft Office 2017 Suite (Word, Excel, Access, PowerPoint, Outlook), SAP, ABS, NEMCHO, AS4000 (RLM), Manhattan Associates (DOM), IBM Cognos (SCI), Amazon Vendor Central, Adobe Acrobat, VendorNet, LogNet, GXS Catalog, Commerce Hub, Samsung Sales Portal, Samsung Warranty Portal
Education
September 2018-November 2020 William Paterson University, Wayne, NJ
Bachelor of Arts, majoring in Psychology & Education, minor Sociology, Commencement May 2021
September 2014 – May 2018 Passaic County Community College Paterson, NJ
Associate of Arts, majoring in Psychology, Degree received in Associates of Arts
September 2004 – June 2008 Passaic County Technical Institute Wayne, NJ
Major: Criminal Justice/Public Safety, High School Diploma received
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