Customer Service Representative

** ******* ** ******** ****** 585-***-****

Port Gibson, NY 14537 ********@**.***

linkedin.com/in/penelope-youngs-a02a0b13/

Objective:

Enthusiastic and proactive Customer Service professional with excellent ability to communicate with even the most demanding customers; looking to utilize my diverse background and experience in a dynamic customer focused organization. Experience in various applications: Automotive, Oil & Gas, Medical, Electronics, Sealing Applications, Wire and Cable components.

Key Qualifications:

20+ years customer service experience

Knowledgeable in manufacturing practices and operations; assembly, prints, reading/developing SOP’s, quality, machine operation and setup, welding

Dynamic team player

Work well in fast paced, high stress environments

Multiple ERP/MRP systems (Oracle, Syteline, SAP), Portals, EDI, RMA, NPD MS Office – Excel, Word, PowerPoint, Outlook, Publisher Cultural Diversity and Awareness training

8 Step Problem Solving training

Professional Experience:

Ultralife Corporation – Newark, NY April 2018 – Current Ultralife is a leading provider of critical power solutions and communications systems to customers around the world and across multiple industries

Customer Fulfillment Specialist: Responsible for providing premiere customer service while serving as the interface between company and client

- Provide formal quotes to established customers and non-account customers; work closely with distributors

- Order entry across three divisions; initiate and follow-up with Contract Review procedures to ensure accuracy

- Handle Electronic Data Interchange customers, Cyberstore transactions, and customer portals

- New account setup; various AR procedures

- Effectively manage high volume telephone and email traffic in a professional and knowledgeable manner

- Government contract review and invoicing through PIEE and WAWF systems Rando Machine – Macedon, NY March 2017 – March 2018 Rando Machine Specializes in custom Random Air Laid Non-Woven Web Formation Machines serving the Automotive, Medical, Industrial, and Commercial/Consumer industries Project Coordinator/Customer Liaison: Responsible for overall experience of the customer from initial contact/quote to final delivery of the product

- Interface with the client to gather complex and proprietary information

- Collaborate with engineering and technicians to determine manufacturability of client needs and appropriate measures needed for a successful lab trial

- Work with engineering to determine lead times and costing for client and application specific custom quotes

- Arrange and prepare for client visits: arrange domestic and international travel, ensure machine setups are on schedule, provide lab documentation and samples

- Follow up with clients to ensure excellent service was delivered, suggest specific services and/or machinery upgrades, spare parts as applicable; prepare quotes and sales orders GW Lisk Company – Clifton Springs, NY September 2016 – March 2017 GW LISK is a manufacturer of heavily engineered and highly customized valves and solenoids serving Military, Aerospace, On/Off Road Commercial Automotive, Oil & Gas, Power Generation and Medical industries. Certified in ISO 9001:2005, AS 9100, TS /ITAF 16949

Customer Service Representative: Member of the Sales and Customer Service team, supporting outside field and local based sales managers

- Responsible for daily interaction with customers, including establishing and improving relationships in a high stress, fast paced environment

- Work cross functionally with sales managers, manufacturing, quality, and purchasing to provide accurate information to customers including lead times, custom quotes, returns, expedites etc.

- Input and manage purchase orders, utilize customer portals, process RMA’s

- Successfully assist accounts receivable to recover high dollar past due invoices IEC Electronics – Newark, NY March 2016 – September 2016 IEC is a contract manufacturer of component and full system assemblies certified to ISO 9001:2008, AS9100D, ISO13485, FDA and ITAR registered, Nadcap accredited, and the only EMS that has an on-site DLA QTSL testing lab that offers the full spectrum of DPA testing per military standards Program Administrator: Responsible for assigned programs and customers to ensure an excellent customer experience

- Oversee quotes and sales order procedures, including production orders, customer returns, material sales, and NRE orders; understand shipment of products, provide tracking (via email and/or portal)

- Manage expedites, cancellations, BOM and print updates

- Maintain quote log to ensure accuracy and monitor trends

- Extract pertinent data to generate reports helpful in strategic customer sales Garlock – Palmyra, NY June 2014 – March 2016

Garlock is a multinational manufacturer of high-performance fluid sealing and pipeline solutions with an emphasis on safety, longevity, and productivity, working in partnership with customers, industry associations, and governmental entities to understand unique sealing challenges and respond with innovative solutions that keep people safe while increasing profitability

Inside Sales Representative: Responsible for assigned programs and customers to ensure an excellent customer experience

- Accurately and efficiently process orders in a fast paced and demanding territory; utilize contract review

- Handle high volume inbound and outbound phone calls requiring knowledge of products, pricing, lead times, freight and shipping terms, and other various requests

- Daily interaction with cross-departmental personnel including production, PLS, shipping, quality, and outside sales

- Evaluate urgency of requirements in order to expedite new or existing orders; initiate contact and follow-up with appropriate departments

Alliance Healthcare Services (Newark Hospital) – Newark, NY April 2010 – May 2014 A partner to more than 1,100 hospitals and healthcare providers in 46 states, Alliance HealthCare Services leverages industry experience to provide quality clinical care, operational efficiency and profitability in radiology, interventional healthcare and oncology services

Client Services Representative: Responsible for the overall patient experience of individuals in the Radiology/MRI department

- Receive, screen, and transport radiology patients to MRI exam

- Administer preliminary and post exam instructions

- Enter accurate patient, physician, and exam information into multiple secure systems

- Manage paperwork as directed, prepare patient package for technologist, radiologist, ordering physician, and patient

Parker Hannifin Corporation – Newark, NY June 1999 – January 2009 Parker Hannifin is a Fortune 250 global leader in motion and control technologies. For 100 years the company has engineered the success of its customers in a wide range of diversified industrial and aerospace markets Customer Service Representative: Member of the Sales and Customer Service team, supporting product managers in the successful execution of programs and product deliveries

- Responsible for multiple strategic customer accounts and non-distributor customers

- Work closely with Product Management to establish and update standard operating procedures

- Communicate in a timely manner regarding internal and external customer requirements

- Solid understanding of manufacturing processes with hands-on experience Education:

Empire State College

Bachelor of Science – Business Administration, in process Monroe #1 BOCES

Certificate in Medical Office Secretary, completed 2010 Finger Lakes Community College

AAS Business Administration, completed 2009

Honors:

Phi Theta Kappa International Honor Society, Alpha Epsilon Chi Chapter Alpha Beta Gamma Nu Chapter

International Business Honor Society of Community, Junior, and Technical Colleges Bruce Bridgman Memorial Alpha Beta Gamma Scholarship Award Finger Lakes Community and Empire State College Dean’s List References:

Available upon request

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