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Call Center Customer Service

Location:
Marietta, GA
Posted:
June 16, 2023

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Resume:

Solon Page

Marietta, GA *****770-***-**** • adxqt8@r.postjobfree.com

SKILLS / ABILITIES

Versatile Account, Logistics and Supply Chain Analyst with extensive experience in working in fast-paced environments.

Performed daily supply chain management analysis for forecasting and Demand Planning Optimization.

Cross Functioned with vendors and demand planners on inventory accuracies, and transportation compliance.

Using SAP executed purchase orders and shipping procedures with Freight Forwarding Companies, Distribution, transportation, supply planning pricing changes, credits, invoicing and master data management.

VMI and Agility software experience

Develop and analyze master data management processes for inventory allocation.

Developed and performed process mapping for master data modeling for vendor compliance program.

EXPERIENCE

BlueLinx Corporation

August 2021 - present

Supply Planner

Monitors results and identifies trends impacting Key Performance Areas – inventory performance, customer service, supplier performance, supply chain costs, etc.; develops, communicates, and implements corrective action plans as necessary.

Worked with manager and other team members to improve replenishment processes, with focus on increasing time spent on proactive planning for future results while minimizing daily reactive work.

Responsible for application and on-going maintenance of all system parameters associated with inventory replenishment and load building.

Provides proactive communication of variances to plan/goal to immediate Manager, Sales, and Product Management.

Identifies and implements process improvements with suppliers and internal customers, with input and guidance from Manager.

Actively seeks input and guidance from Sales and Product Management to ensure team is focused on addressing current business issues and working toward common business goals.

Works with manager, Logistics and Product Management to control logistics and ordering costs (i.e., inbound freight, minimum order size, etc.) impacting margin.

Graphic Packaging International

October 2019 – August 2021

Sales & Operation Support

Provide accurate and continual communications to internal and external customers on any aspect of order fulfillment.

Order and inventory management based on forecast and other modeling.

Manage on time and in full shipments.

Project management for our external customers (developing new business with existing customers).

Achieve all goals associated with cash flow for GPI as associated for their account.

Goals include accounts receivables and working capital management.

Participate in Lean Sigma projects and deploy continuous improvement initiatives.

Develop strong relationships with internal and external customer contacts.

Liaison between GPI and our customer on all aspects of account management.

Nouryon Pulp and Performance Chemicals

Formerly AkzoNobel November 2017 – February 2019

Import/Export Coordinator

Maintained a system of records relative to purchase orders and approval.

Coordinated the return of damaged goods, replacement items, or credit arrangements.

Prepared customer orders by identifying costs and determining the most appropriate size based on weight.

Managed inventory, ensuring the proper storage and maintenance of all inventory within the warehouse.

Performed sales analysis and forecasting, as well as created and distributed sales reports to management.

Identified deficiencies within the sales process and made recommendations for process improvement.

Provided customer service-related functions for domestic and international accounts.

Functioned as a transportation/logistics specialist interfacing with operations, claims, inland carriers, steamship lines, port authorities maintaining consistent interaction to ensure accuracy for all shipments.

Scheduled, prioritized and processed containerized ocean export shipments.

Developed and sustained a delivery system that manages daily delivery rates balanced with production. requirements, with storage and handling costs under control.

Performed day-to-day operations functions including tracking/tracing, payables/claims and problem resolution.

Performed daily supply chain management analysis for forecasting and Demand Planning Optimization.

Cross Functioned with vendors and demand planners on inventory accuracies, and transportation compliance through relational databases and MRP systems.

Responsible for tracking and clearing Air / Ocean imports and arranged for timely delivery of cargo to customers.

Created bills of lading, packing lists and other shipment paperwork using in-house databases.

Worked closely with overseas agents to fulfill customer requests and orders in a timely and accurate manner.

Invoiced customers for air/ocean freight charges, customs clearance, etc. using SAP.

Heidelberg USA Inc April 2017 – October 2017

Contractor

Responsible for overseeing procurement of assigned goods and services within established policies and procedures.

Worked with customers and external service provider, develop procurement strategies for specific purchases or commodities which will best meet business needs.

Develop and analyze master data management processes for inventory allocation.

Developed and performed process mapping for master data modeling for vendor compliance program.

Cross Functioned with vendors and demand planners on inventory accuracies, and transportation compliance

Using Excel (Pivot tables, v-lookups) managed weekly reports of receiving variances to all Home Depot distribution centers transforming receiving standards from manufacturers and process efficiency.

Analyzed performance of vender DF shipping practices and identified problems to vendors in the direct fulfillment program for process efficiency and cost reduction to serve as an asset to vendor.

Analyzed and managed customer inventory levels, in-stock requirements, customer data, and promotional activity.

Managed flow of inventory through supply chain to achieve operating metric goals including inventory turns, days of supply, and service levels.

Asia Pulp & Paper DBA PaperMax USA September 2014 – December 2016

Inside Sales

Responsible to oversee identification, evaluation, and selection of suppliers which best meet business needs.

Prepared customer orders by identifying costs and determining the most appropriate size based on weight.

Managed inventory, ensuring the proper storage and maintenance of all inventory within the warehouse.

Performed sales analysis and forecasting, as well as created and distributed sales reports to management.

Identified deficiencies within the sales process and made recommendations for process improvement.

Coordinated with logistics analyst to determine the most cost effective and efficient mode of transportation.

Created and implemented sales strategies to successfully meet established goals of the company.

Reviewed Sales Orders and translated raw sales forecasts into meaningful demand forecast for use in capacity planning, production planning and inventory planning and analyzed bill of materials (BOM) structures to ensure accuracy to drive value stream initiative for Plan of Every Part (PFEP).

Worked with 3PL, Logistics Team, Material Handlers, and Cell Coordinators to ensure correct orders were pulled and run to meet customer demand while attending daily Production Scheduling Meeting.

Determined budget and capital requirements, cost savings projects, forecasting production needs and ensuring quality standards are maintained.

Ran shortage reports, stock analysis and Material Master Process and forecasts.

Utilized Forecasting/ Allocation/ Planning tools to order product and ensure smooth flows to manufacturing, warehouse and business units.

Key Achievement: Established new sales order process which directly resulted in an increase in efficiency and 50% error

rate reduction.

Kimberly-Clark Corporation, Roswell, GA 2009 – 2014

Logistics Analyst

Coordinated overall logistics operations, ensuring that customer expectations efficiently and effectively.

Addressed all problems associated with order management in a professional and timely manner.

Served as main point of contact for all customer issues, questions, and concerns pertaining to orders, prices, logistics, customs, and shipping.

Increased production and team performance by leading and training employees on work processes.

Collaborated with merchandising and planning teams to coordinate inventory and strategize purchasing.

Key Achievements:

Achieved employee of the month for outstanding work performance

Veolia Transportation, Norcross, GA 2008 – 2009

Transportation Supervisor

Supervised, led, and coached a team of transit operators to successfully carryout day-to-day responsibilities.

Monitored processes to ensure goals were being met and workers adhered to all policies and regulations.

Planned, directed, and coordinated the overall activities of customer service workers.

Coordinated with other departments to ensure effective workflow and customer satisfaction.

Key Achievement:

Developed and implemented master transportation tracking system that eliminated double booking errors and mechanical errors; tracked buses and received estimate fix times.

Georgia Pacific Corporation, Atlanta, GA

Logistics Analyst 2000 - 2007

Determined most direct and cost-efficient route for each client.

Familiar with LTL, FTL, Drayage, and Intermodal forms of transportation.

Management client inventory via Vendor Management Systems.

Assisted in developing method for consolidating warehouse space and resources.

Served as SAP R/3 Key user and “Master User”; collaborated with Developers construct the software according to company’s needs.

Work with customers to schedule shipping and verify proper documentation.

Efficiently and accurately input contracts and rate information into data system.

Accurately input shipping and receiving information for customers.

Maintain relationships with customers through outside sales.

Respond to client needs in a timely manner and help resolve client issues.

Ensure on time deliveries and pick-ups by providing necessary information to steam ship lines and trucking companies.

Track and trace client shipments to ensure arrival and departure from ports.

ADDITIONAL WORK EXPERIENCE

Customer Service Manager, G.E. Capital, Atlanta, GA 1996 - 2000

Hire, trained, and onboard new Call Center Agents as required to meet quotas

Provide coaching and assistance to call center agents on an ongoing basis

Process weekly sales leads reports for submission to management

Oversee and ensure conflict resolution between associates and customers

Ensure that all employees follow the company’s best practices for call center management and operations

Develop presentations and talks to motivate and educate call center agents

Communicate company goals to associates so every employee understands his or her role

Conduct periodic surveys of customers and potential customers to ensure quality control

EDUCATION

University of Phoenix Atlanta, GA 2007

Bachelor of Science, Business Management



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