Customer Service Representative
Resume:
Greg Germany
Buying & Commodity Professional
*******.*******@*****.*** • 770-***-****
Macon Ga 31211
Diligent, service-oriented, and accomplished professional with demonstrated success in maintaining positive vendor relations, preparing retail/pricing strategies, placing/tracking purchase orders, managing inventory, and recognizing market trends. Supervised and assessed commodity market and overall economic conditions, whilst procuring commodities at competitive prices. Recognized for providing comprehensive guidance to customers through entire procurement project lifecycle (feasibility, scope of work approval, vendor selection, order fulfillment, and logistics). Skilled in executing purchasing plans, negotiating prices with vendors to reduce costs, and assessing procurement needs of company. Improved lead times and managed inventory. Areas of Expertise
Project Management
Quality Assurance
Inventory Control
Change Management
Regulatory Compliance
Strategic Analysis/Planning
Procurement/Purchasing
Budget Adherence
Team Leadership/Training
Customer Relations
Vendor Relationships
Process Implementation
Accomplishments
Directed multiple projects simultaneously. Spearheaded teams of internal assets and external vendors, whilst complying with guidelines dictated by defense logistics agency government contracts
Coordinated as prime vendor client services representative with customer to ensure that all scopes of work, project documentation, and product requests complied with TAA, DLA, Berry Amendment, FAR, DFAR, and all regulatory entities. Provided outcomes consistent with mission parameters for government contracts
Negotiated with reputable vendors to guarantee best consistent quality, pricing, and customer satisfaction
Detected, examined, and qualified multiple sources of supplies for required items within stated timelines
Maintained, updated, and fostered vendor relationships to exceed contractual requirements and customer satisfaction
Utilized supplier scorecards, quality control audits, and inspections to supervise supplier performance to provide high quality and timely, accurate shipments
Scheduled shipments through package, LTL, FTL, and container shipments to government DoDAAC locations
Updated customer shipment statuses and delivery estimates by using inventory management system and vendor interaction
Professional Experience
SupplyCore, Inc., Rockford, IL 2016 – Present
Lead Customer Service Representative
Resolve product and service issues, including selection and explanation of optimal solutions, accelerate modifications, and follow-up to ensure quick resolutions, whilst coordinating between customers and organizations. Gain customers by answering their product and service questions, whilst providing other product and service information. Ensure Page 2 2
continued customer loyalty/optimal dilemma resolution by providing detailed instructions during critical situations. Offer welcoming environment and service to new clients.
● Provided 24/7/365 emergency response and acted as single point of contact for all DoDAAC customers
● Clarified customer concerns, identified root causes, selected/explained best solutions, accelerated corrections and adjustments, and communicated to ensure resolution
● Won 2022 Customer Service Award due to optimal level of personal excellence
● Led Southeast Region in Total Revenue 4 out of 6 Years
● Secured $2M in revenue from new customer in September 2022. Directed revenue of $50+MM from top 6 lifetime customers during 7 years of employment
● Procured Temporary Shelter for Military Fire Department, breaking 2 1/2 Year Logjam in one month
● Delivered expert support to achieve targeted activities that contributed to team success The Training Center Group, Alpharetta, GA 2014 – 2015 Marketing Manager/Training Specialist
Devised, established, and maintained marketing strategies to meet organizational objectives for professional training websites. Utilized company training database and vendor contacts to satisfy client needs. Troubleshot and corrected product information and coding discrepancies for multiple products and websites. Researched, qualified, and engaged new products and clientele. Accepted inbound calls and utilized CRM tools, manuals, and web research to field questions and assuage client concerns, triaged for priority, and maintained proper documentation of interactions.
● Closed many new clients to In-house training program, including job boards.
● Sourced and hired new trainers and distribution partners
● Created support content and executed for new/existing products.
● Enhanced sales and controlled costs by promoting business initiatives, policies, and processes to customers/employees.
Additional Experience
Customer Service/Benefits Specialist at Hodges-Mace, Sandy Springs, GA Team Leader at Norwegian Cruise Line
Education & Training
Bachelor of Science in Business Administration
Strayer University, Chamblee, GA
Licenses & Certifications
Certifications: Six Sigma Lean Professional (SSLP)™/ Change Management Specialist (CMS) Management and Strategy Institute
***Presently Seeking 2022 Agile Project Management Certification*** Management and Strategy Institute
Technical Proficiencies
Altigen BenefitsConnect Oracle PeopleSoft SharePoint Appointment Quest TimeTrade Trax Tracker Oracle BSwift Benefits Focus Green Shade Ultipro ADP Oracle ERP Zendesk Microsoft Office Suite
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