Service Representative Time Delivery
Resume:
EXPERIENCE
ROCKWELL COLLINS- CUSTOMER SERVICE REPRESENTIVE
WICHITA, KS / 2004-2013
Successfully managed customer accounts by building an outstanding rapport with our valued international and domestic customers through proficient knowledge of proper contracts d warranty terms and conditions, creating repair quotations, processing orders via SAP, researching parts and products, providing parts pricing, lead/turnaround times, delivery dates, invoicing, credits, debits, and exchanges.
Worked closely with logistics to ensure on time delivery.
Prepared daily, weekly, and monthly reports, maintained project calendars for intercompany program with weekly conference call meetings to ensure progress, expedite overhauls of equipment for AOGs and zero stock inventory, and address any discrepancies and/or new requirements.
Answered, screened, and transferred high volume of incoming calls daily on multi line phone system.
Oversaw the Collins Service Center Wichita Email Inbox daily. Screening, Researching, responding, or delegating appropriately, a high volume of both intercompany and customer inquiries regarding all facets of Collins as well as maintaining my own Collins email in a timely manner.
Cohesively collaborated with a phenomenal team to achieve and exceed goals set forth by management to maintain continuity, sustainability, and remain competitive with changing trends in the Aviation Industry while maintaining customer service excellence as the top priority.
Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
Resolved product or service discrepancies/concerns by clarifying customer's complaint, determining root cause, and advise course of action to achieve resolution and customer satisfaction.
Processed daily, a high volume of repair orders via SAP including induction, bill review, invoicing and shipping domestic/intl.
On call for 2 years during the weekends and holidays to support the exchange program.
Routinely monitored the repair cycle for turn time conformance.
Monitored scheduled shipment dates to achieve prompt delivery, expediting as necessary and communicating variances to customers.
Organized/Stocked storage areas to optimize materials movements.
Knowledge and experience in Shipping and receiving, Rental Pool, and warehouse duties.
KEY SKILLS AND CHARACTERISTICS
Strong interpersonal and communication skills
Verbal and written skills
Proficient in MS Office Suite and SAP
WPM: 63
Complex Product Knowledge
Creative Thinking and Innovative problem solving
Works collaboratively as part of a team but can take the leadership role when needed.
Meticulous attention to detail
Excellent Organizational Skills
Poised and stays focused under pressure
Excellent organizational skills
CHELSIE SMITH
*******.*.*****@*****.***
PROFILE
Well-qualified Customer Service Representative with more than 9 years of experience providing customer and administrative support. Proficient in handling complex customer issues with both the internal and external customers in mind. Building relationships with customers by demonstrating trust and respect. Meeting commitments and exceeding customer expectations while striving for continuous improvement with an adaptive response to challenges. Efficiency-driven with strong multitasking skills. Embraces Teamwork mentality in working together to achieve mutual enterprise goals with dedication to customer satisfaction, and sales excellence.
EDUCATION
SOUTH HIGH 2004 HONORS GRADUATE
WICHITA STATE UNIVERSITY
2004-2007
DEAN’S LIST 2004-2005
FRIENDS UNIVERSITY WICHITA, KS
2010-2011
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