Customer Service Manager
Resume:
Lesa M. Nerey
Seabrook, TX 77586
832-***-**** – Cell
*******@*****.***
Customer service manager with expertise in supply chain management, import/export, regulations regarding hazmat shipments, railcar management, team leadership, procedure optimization/revision, training, brokerage management, problem resolution, ERP systems (SAP & Sage) and key performance indicator management. Colleagues and supervisors describe me as customer focused, bottom line oriented, a mentor, collaborative, detail focused and focused on process improvement.
PROFESSIONAL EXPERIENCE
Halliburton, Houston, TX 7/2022 – 3/2025
Halliburton Company is an American multinational corporation that provide products and services to the energy industry. Helping energy companies maximize value throughout the lifecycle of the reservoir from exploration to well construction and completion to optimizing production.
Customer Service Manager
The Customer Fulfillment Manger is responsible for managing CS activities in three locations and nine individuals. Each team member is responsible for ensuring product availability, updating customer information within SAP and the day-to-day operations of customer engagement. The Customer Fulfillment Manger ensures all necessary training is available for each team member.
Delta, Baytown, TX 4/2019 – 7/2022 Founded in 1946, Delta is the leading third-party provider of packaging, transloading and warehousing services for customers in a variety of markets, offering the most comprehensive specialty chemical solutions in the industry. With Delta, customers gain reliability in meeting highly exacting product specifications, flexibility in offering a wide variety of product and service capabilities and responsiveness in meeting short lead times.
Customer Service Manager
The Customer Service Manager supervises nine Customer Fulfillment Representatives. The nine staff members are responsible for entering orders, ensuring product availability and updating customer information within the ERP system. The Customer Service Manager is responsible for ensuring training is available for the Delta ERP system along with the customer's SAP system.
Encon Safety Products, Houston, TX 9/2018 – 4/2019
With 50 years of experience in the manufacturing of quality safety and protective equipment, Encon Safety Products is a highly respected leader in reliable and innovative products to protect people and provide emergency personal treatment.
Customer Service Manager
The Customer Service Manager supervises four Customer Service Representatives and three Technical Service Representatives. All seven staff members are responsible for quoting, entering orders, ensuring product availability and updating customer information within the ERP system. The Technical Service Representatives are responsible for providing the customer with special order products from the Encon catalog. The Customer Service Manager is responsible for issuing all credits, processing and managing RMAs, updating all processes and procedures and interfaces with all levels of management.
Leschaco, Inc., Houston, TX 9/2017 – 3/2018
Leschaco was one of the first companies in the USA to offer NVOCC tank container services. These specialized services, in addition to our global freight forwarding capabilities, set the foundation for the Leschaco Group's continuous and successful strategy of internationalization.
FAK, Export Supervisor
The FAK Export Supervisor supervised and coordinated the activities of four FAK Export Representatives responsible for processing all required documentation to export freight. This included IMOs, inland bills of lading, coordinating freight from the customer door to the export port of record to the delivery to the designated port of entry and/or the customer’s door.
Solvay Chemicals, Inc., Houston, TX 1/2015 – 5/2017
Solvay Chemicals, Inc. and its subsidiary Solvay Fluorides, LLC are part of the Solvay Group, the leading global producer of hydrogen peroxide, soda ash sodium bicarbonate, sodium percarbonate and rare earths.
Senior Customer Service Supervisor, Import/Export
The Customer Service Supervisor supervised and coordinated the activities of seven Customer Account Representatives (CARs) responsible for the final order review. This included product availability, delivery time, transportation means, creating the delivery note and transportation orders, handling the interface to the carriers, brokers / freight forwarders and handling the interface with the manufacturing locations of pic-pac-loading activities.
Dixie Chemical Company, Pasadena, TX 8/2007 – 7/2014
Dixie Chemical is a market leader in the development and manufacturing of high-performance specialty chemicals (adhesives, coatings and composites; alkaline paper sizing products; fuel and lube additives and functional fluids; and life science intermediates).
Customer Service Manager
Directed activities of Customer Service department of four direct reports and 400 customers. Responsible for on time in full order processing, management of KPIs, interface with internal and external stakeholders, mentoring and management of processes. Shared logistics responsibilities with S&R Manager.
Improved OTIF from 68% to 95%.
Reduced annual freight costs by $200,000 FYE2012.
Implemented/revised procedures for new order entry system, order processing, RMA, invoice adjustments, invoice auditing and training.
Trained all CSRs on DOT and HAZMAT regulations.
Worked with major brokers to import / export shipments to include proper shipping paperwork was generated; HTC, Incoterms, commercial invoices, etcetera were issued.
Directly involved with customers to include problem resolution to customer satisfaction.
Processed all customer complaints in CAPA system, followed progress of resolution, ensuring incident closure was achieved in a timely manner, communicated all corrective / preventative actions to customers.
Jazz Semiconductor Systems, Newport Beach, CA 8/1996 – 9/2006
Jazz Semiconductor is a US-based semiconductor wafer foundry that serves customers targeting wireless, optical networking, power management, storage, aerospace / defense and other applications.
Customer Logistics 6/2000 – 9/2006
Responsible for ensuring customer purchase orders were accurate and entered into SAP in a timely manner. Monitored customer requirements with SAP-SD, PROMIS and other support software. Maintained communication with all internal and external stakeholders with this smaller organization.
Maintained a 98% OTD for all customers.
Prioritized lots and orders in SAP.
Attended Customer Quarterly Review Boards.
Managed inventory and lot numbers for this specification driven industry keeping inventory levels below corporate financial targets.
Executive Assistant 8/1996 - 6/2000
Assistant to the Executive Director of Plant Operations with responsibilities which included the coordination and execution of all plant staff meetings, major operational events and day-to-day activities.
Dial Personnel Associates, Newport Beach, CA 10/1991 – 5/1995
Secretary
Performed varied temporary secretarial duties for both small and large companies. Utilized managerial skills to adapt to the demands of the various clients’ serviced by Dial Personnel Associates. Compiled Human Resources month-end presentations, Employee Relations projects and coordinated with medical departments for Health Fair projects.
Zenith Data Systems, Santa Fe Springs, CA 6/1989 – 9/1991
Secretary to the Western Regional District Manager
Responsible for the direct support of the Western Regional District Manager and subordinate sales staff.
United States Air Force 5/1983 – 9/1988
Non-Commissioned Officer in Charge of Administration – Sergeant
Security Clearance: TOP SECRET/BI
Assistant to the Commander of Base Operations with responsibilities, which included: controlled and maintained highly classified information for both base document security and disaster recovery planning. Directed and managed base document security and disaster recovery planning. Governed and supervised office administrative personnel. Prepared annual administrative budgets, as well as directed purchasing and supply functions for the Air Base Operability Department. Directed software training programs and disaster preparedness procedures. Directed implementation of administrative policies and procedures subsequent to military regulations. Responsible for support of Base Administration Reprographics, including procurement of printing services and forms development.
EDUCATION/TRAINING
University of Phoenix 6/2000
Bachelor of Science in Business Management
San Jacinto Community College 7/2007
Alternative Teacher Certification Program
Jackson Hewitt Tax Preparation Course 9/2014
Management Development Seminar
Basics of Supply Chain
SAP Training – Processes in Sales and Distribution
Unz NAFTA and Inco Terms Training
Certified Quality Management Systems Auditor/Senior Auditor
oISO9001/14001 Lead Auditor
CPR/First Aid Training
APICS Execution and Control of Operations Certificate
Communication for Clarity
Franklin Covey Business Writing
Frontline Leadership
ACE Non-Commissioned Officers Nuclear, Biological & Chemical Defense
Customer Account Representative Training
Records Management Training
Documentation Management Training
Administration Management Training
MILITARY ACHIEVEMENTS/AWARDS/MEDALS/RIBBONS
Top Secret/BI Security Clearance
Air Force Achievement Medal
Air Force Good Conduct Medal
Air Force Overseas Long Ribbon with one device
Air Force Training Ribbon
Air Force Outstanding Unit Award
Air Force Longevity Service Award Ribbon
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