Customer Support Manager Assistant
Resume:
Lynne Stroffolino
Liberty, SC ***57
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I hope you will consider me as your candidate of choice and I thank you for your time. I relocated from New York after my husband passed away. I’ve been semi-retired since moving, mainly because the area in which my family lives is not a manufacturing area; rather, it’s tourism and more of a vacation spot. 2010 - 2017: FAIR-RITE PRODUCTS CORPORATION/Wallkill, New York Nature of Business: Manufacturers of ferrite materials used for noise (EMI) suppression in electronic circuitry. Position: Inside Sales Team Leader /Report to: Director of Sales & Marketing
-Responsible for overseeing Inside Sales and Marketing operations to ensure high-level customer support is provided.
-Liaison between all departments and customers.
-Heavy focus on customer relationships and the creation and maintenance of business partnerships. Interdepartmental interactions: Engineering, Manufacturing, Quality, Production, Shipping, Logistics, Facilities, Finance, Purchasing/Procurement, Sales & Marketing, IT/MIS, Human Resources, Senior Management, Global Distribution, Manufacturers Representatives.
Functions:
● Answer product and service-related sales calls and emails from existing and potential customers
● Create product quotations and follow up to obtain business
● Work with Applications Engineering and Industrial Engineering for costing of custom product
● Update and maintain Customer Master database with accurate information
● Review customer terms & conditions for exceptions/rejections
● Navigate customer portals (Ariba, Zycus iSource, e2Open) to coordinate shipping schedules to align with their MRP
● Expedite customer orders through the manufacturing process
● Set up freight carriers and provide tracking information to customer
● Assist in the creation of Marketing materials (trade show giveaways, flyers, data sheets)
● Work with Quality to issue Return Authorizations, replacements, credit memo requests
● Work closely with independent regional outside sales representatives
● Work with IT and Systems Analysts to improve existing database functionality
● Interact with company’s international facilities and distributors (China/Europe, etc.)
● Provide quotations from USA and China manufacturing sites with appropriate costing and Incoterms
● Coordinate Sales Meetings to discuss departmental focus, targets & goals
● Maintain Customer Satisfaction Survey; Collect results quarterly and report per ISO-TS16949
● Document & update procedures (SOPs) and maintain department records
● Provide training for Inside Salespeople (SOPs, customer portals, etc.)
● Maintain training manual and assist in department hirings
● Process Employee Performance Evaluations
● Maintain time sheets, PTO/vacation time; schedule department coverage
● Oversee customer files (orders, quotations, correspondence) and archive records yearly
● Monitor, investigate, and manage department errors, late orders, and upset customers
● Maintain U.S. Dept. of Labor PPI forms
● Confer with Legal department regarding Non-Disclosure Agreements and contracts
● Negotiate non-standard Terms & Conditions with customers
● Oversee/proofread NAFTA and Export documentation for accuracy
● LEAN/Yellow Belt (Six Sigma) training
Lynne Stroffolino
2005-2010: CHA, Inc. (formerly Clough, Harbour & Associates) Land Development/Goshen, New York Nature of Business: Large Civil Engineering,
Positions: Assistant to Senior Project Manager & VP of Business Development/Office Manager Assistant to Senior Project Manager:
● Created/edited Engineering Services presentations and proposals to clients
● Tracked project status and billing hours; entered client information in database (Deltek Vision system)
● Arranged for the printing of Site Plans/Drawings for Planning Board presentations Assistant to VP/Business Development:
● Logged travel mileage; maintained expense reports to corporate office
● Coordinated trade show and travel reservations
Office Manager:
● Handled all office-related functions (filing, mail and office products maintenance/inventory) 1986-2003: GENERAL ELECTRIC SENSING DIVISION (Formerly Thermometrics)/Edison, New Position: Senior Sales Coordinator/Inside Sales Manager Interdepartmental interactions: Engineering, IT/MIS Manufacturing, Quality, Production, Cost Accounting, Human Resources, Senior Management, Shipping, Distribution, Global Distribution
● Oversaw, proofread and streamlined Inside Sales coordinators’ correspondence for accuracy/appearance
● Worked closely with Regional Managers and outside representatives, domestically and globally
● Responsible for the top 10 largest accounts totaling over $1 billion in sales
● Established partnerships, confidential agreements and large blanket orders with customers
● Liaison between engineering and customers, assisting in designing cost-effective sensor solutions
● Member of custom database team for sales order entry (Siebel)
● Generated quotations for standard and custom products and followed up to secure orders
● Reviewed bills of material required to build product correctly; checked drawings for correct revision level
● Researched and sourced raw materials (tubing, wire, connectors, machining services) ADDITIONAL SKILLS, KNOWLEDGE & TRAINING
--Proficient in MS Office; MS Outlook and Lotus Notes
--Various MRP databases (CMS on AS400 platform; SB+ Client)
--Strong verbal & written communication skills; ability to handle inquiries and complaints with tact and diplomacy
--Ability to interpret technical specifications/customer drawings; familiar with government regulations (FAR/DFAR)
--Various custom database reporting software (Performance Pro/Cognos Impromptu/Sequel/Act! /Siebel/Deltek Vision) --Adept at writing general business correspondence, reports, procedures, marketing materials
--ISO9001 Internal Auditor & Total Quality Management (TQM) training
--Kaizen concept training & Kanban /JIT process knowledge PREVIOUS POSITIONS/ADDITIONAL EXPERIENCE
Welding products manufacturer: Knowledge of different material grades/chemistries (carbon steel, aluminum, stainless, Monel, Titanium, Inconel, etc.) Knowledge of pipe and tube terminology: ID, OD x wall thickness; out of round, etc. and general welding terminology (icicles/slag, etc.)
Custom Printer on plastic substrates: (credit cards, membership cards). Knowledge of various types of plastic substrates and weights/types of paper. Various printing techniques; typesetting details including layouts, fonts, screens, Pantone color matching system, general design.
EDUCATION:
--Mercer County College: Worked toward BA in Computer Operations & Networking Technology (4.0 GPA)
--State University of NY (SUNY): The Science of Motivation; Dealing with Negativity; Team Building; Strategic Thinking and Planning; Effective Communications; Effective Supervision; Drawing-Schematic Interpretation.
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