Management Specialist Customer Service

Tangelia S. Banks

Profile:

Possess over ten years of firsthand professional experience in supply chain and sales support with emphasis in inventory replenishment and order management, process improvement and customer service. Trained in using the Value Stream Mapping and have led a departmental process improvement team. Very proficient in SAP, specifically ECC and APO, in addition to BW/BI Reporting. Daily use of Microsoft Office, with efficiency in Excel.

Skills:

-Highly proficient to details -Manage multiple tasks

-Work well alone or as a collaborator -Effective business communications, both written and oral

-Ambitious, hardworking, and initiative-taking -Continuous process improvements

-Materials Management -Inventory Control

Education:

December 2002

BBA, Management

Georgia State University, Atlanta, GA

Experience:

May 2020 – Present

Sebia

Norcross, GA

Order Support Specialist: Provide customer and sales support. Coordinate order fulfillment with the warehouse. In addition to managing account projects. Duties included:

Efficiently and accurately process and maintain customer orders and accounts.

Document and provide key order and account information when necessary.

Ensure data integrity in the ERP and other company systems.

Help to develop and continuously improve the order support process.

Collaborate with team members to share knowledge, solve problems, brainstorm ideas and support the team’s mission.

Participate in investigations and special projects as needed.

Jan. 2020 – May 2020

The Intersect Group (Sebia)

Norcross, GA

Customer Care Specialist: Provide general customer support. Duties included:

Obtain customer information via emails and answering the telephone.

Verify customer information.

Return calls, documentation of customer concerns and escalation of issues when appropriate.

General administrative duties that include report preparation.

Dec. 2013 – Sept. 2019

Novelis Inc.

Atlanta, GA

Senior Account Management Specialist: Team leader, project management and continuation of duties of the Account Management Specialist role. Duties included:

Serve as team lead and assisted in identifying process improvements, such as helping to create system efficiencies that would reduce team redundancy by 30%.

Led special projects for the team.

Subject matter expert for Account Management Specialist processes for Rapid Improvement Events.

Managed German material for a Strategic Distributor.

Continued Account Management Specialist functions.

Account Management Specialist: Provide support by coordinating customer orders within plan, customer contact, communicating priorities to plants, and maintaining inventory levels as established by the assigned Value Stream management. Duties included:

Prepared and provided pricing quotes based on customer specifications.

Create materials outlined on customer purchase orders referenced in pricing quotes.

Purchase order and contract/ supply agreement review.

Monitored contract performance and reconciliation.

Order entry via SAP ERP and Web systems.

Audit orders for accuracy.

Provide accurate and timely communication with customers, sales, operations and plant personnel.

Collaborate with Commercial and Product Line Demand Managers to refine demand expectations.

Work cross-functionally with Accounts Receivables, Logistics and Operational Teams.

Develop, maintain and publish necessary reporting to customers and/or the commercial group.

Received and managed Korean import material for several third-party warehouses.

July 2013 – November 2013 Georgia Pacific, LLC Atlanta, GA

Replenishment Analyst: Manage customer inventories utilizing multiple systems to meet and/or exceed inventory turns and service level expectations while providing exceptional customer service to external and internal customers while minimizing logistical and supply chain costs.

Systematically monitor and review customer product demand and forecast parameters to ensure future forecast accuracy.

Ensure accuracy of promotional time periods and quantities, set up and maintain promotion management schedule.

Setup customer appointments.

Utilize performance reports to monitor significant deviations from set objectives.

Drive customer improvements

August 2005 – July 2013 Clorox Sales Company Alpharetta, GA

VMI/Replenishment Analyst: Effectively manages customer inventories utilizing multiple systems to meet and/or exceed customer inventory turns and service level expectations while providing exceptional customer service to external and internal customers while minimizing logistical and supply chain costs.

Reviews product demand and systematically monitors customer-forecast parameters to ensure future forecast accuracy.

Ensures accuracy of promotional time periods, quantities, item set up and maintains promotion management schedule.

Analyzes and record promotion results.

Partners with VMI Demand Planning to ensure forecast integrity and promotional events

Utilizes performance reports (BW) to monitor significant deviations from set objectives.

Lead of the Improvement Methods Team that drives continuous improvement throughout the business, resulting in influencing approximate cost savings of over $130,000 for FY13 and 14 for the Clorox Logistics and Customer Support Center Organizations

Minimized Logistics costs via improvement process saving the organization over $2500 annually.

Order Management Specialist: Provide top tier customer service to assigned accounts through proactive management of orders from receipt through delivery, and by partnering with cross-functional team members and stakeholders, which duties include:

Manage orders in a timely and accurate manner adhering to Requested Arrival Date compliance using the SAP system.

Monitor customer specific ordering and shipping trend(s).

Partner with cross-functional team members (Supply Chain, Shipping Coordinators, Transportation Management, etc…) to resolve issues, determine root cause and create ways to improve & ensure top performance with the customer and proactively reduce deductions.

Identified ways to improve efficiency of the Order To Cash Process.

Participated in special projects.

404-***-**** (c)

E-mail: adui3a@r.postjobfree.com

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