Customer Service Account Coordinator
Resume:
Michael Torres
************@*****.***
PROFESSIONAL SUMMARY
An organized, self-motivated, detail-minded professional, with excellent time management and multi-tasking skills. Extensive experience in customer service, operations and account management. Utilizing my problem-solving abilities with talent for presenting effective solutions. Excel in team-oriented environments.
TECHNICAL EXPERIENCE
Software/Databases: MS Office (Word, Excel, Access, Outlook), Oracle, ERP, SAP, Sales Force, KNET
Others: Clarify, ICOMS, UPS Web, Internet Research, Customs Clearance Documents, CORE (Corporate Repository)
PROFESSIONAL EXPERIENCE
Senju Comtek - Santa Clara (contract) – Account Coordinator Feb 2024 - Present
Receive, review and process customers purchase orders by inputting into the Company’s computer
System (Sage)
Verify customer and order information for correctness, checking it against previously obtained
information as necessary
Inform customers by mail or telephone of order information, such as unit prices, shipping dates, and
any anticipated delays
Review orders for completeness according to reporting procedures and forward incomplete orders
for further processing
Maintain and adjust inventory records to reflect product movement
Confer with production, sales, shipping, warehouse, or common carrier personnel to
expedite or trace shipments
Understand vendors / production to prepare & provide PO to appropriate party
Prepare sales contracts and shipping documents to coordinate for shipment pick-ups
Understand assigned customers business process and being able to access information, such as
EDI, Portal, WOI, etc.
Manage a database of the assigned customers in customers master file and contact them if
Process invoices daily.
SCIEX - San Jose, CA – (contract) Logistics Specialist) NOV 2021 – DEC 2023
●The Service Logistics Coordinator interacts with customers in an active call center environment and provides them with information to address requests regarding quotations, orders, products, and services. You will provide a high level of customer service to assist internal and external customers in their day-to-day activities, resulting in impactful success. Thrives in a fast-paced, customer-oriented environment, with the potential to wear many different hats.
●Respond to and resolve customer requests including processing orders (P1 and other types), quotations, requests for service, pricing, product availability, order status, billing questions, handling complaints as well as returns and cancellations, etc.
●Conduct and post-Field Service Engineer's physical inventory results.
●Evaluate and process purchase orders scope of work and payment schedules to meet company compliance policies.
●Execute daily/weekly reports unshipped, KPIs/QDIP, returns, drop shipments, etc. manage back-order status, and schedule shipments.
●Provides accurate information and options regarding parts availability of in-stock items.
●Work with other departments to find solutions for both internal and external customers regarding a large variety of topics.
●Follows established service quality standards and meets established processing times and follow-up actions by departmental standards (ABD, after-call work, order accuracy, response time.
●Provides administrative support to management.
●Additional duties as required and/or assigned.
CVS San Jose, CA – Part-Time Front Cashier Associate OCT 2019 – OCT 2022
●Accurate, friendly retail cashier with front lane experience in store with very heavy foot traffic greeting customers upon their entry into the store and assisted them with any questions or concerns.
●Performed all checkout procedures quickly and accurately each time while also promoting weekly specials to customers.
●Assisted sales floor staff with stocking shelves and facing off aisle items keeping front lanes tidy.
●Strong product knowledge and understanding of customer base.
●Excellent verbal communication skills for the best customer service.
SPTS (ORBOTECH) San Jose, CA – Operations Coordinator JAN 2019 – JAN 2021
●Processed sales quotes and PO’S on Oracle for various customers, vendors and sales reps.
●Processed all expedited shipments and will calls.
●Verified all sales PO’S before finalizing.
●Monitored and analyzed inventory for reorder point.
●Held weekly meetings with the UK on inventory and backorders.
●Emailed all processed invoices as needed to customers.
●Day-to-day monitoring all systematically scheduled ship dates to make sure that they were in compliance with the UK.
●Trained all new employees on SPTS processes including ORACLE and KNET transactions.
S&P GLOBAL CENTENNIAL, CO – Research Specialist AUG 2016 – SEPT 2018
●Validated for the Dodd-Frank/Analyst Look-Back Project.
●Researched documents and history for participants for S&P Global deals; and perform backfilling of information where necessary.
●Utilized available final legal documents for validation of participants.
●Added and updated participants in the Corporate Repository (CORE).
PURFRESH INC Menlo Park, CA – Planner OCT 2012 – JULY 2016
●Oversaw the production process and consulted with different departments to ensure smooth operations.
●Utilized SAP to manage MRP requirements and organize production plans, reducing order processing errors by 20%.
●Collaborated with the Quality assurance department leading to the sustaining of company's quality standards.
●Coordinated logistics to ensure punctual delivery, achieving a 95% on time delivery rate.
●Responsible for day-to-day customer operations including new bookings, supply chain management and recovery of Purfresh equipment from over 175 global shipping ports.
●Primary contact and interface with ocean shipping lines, port installers and de-installers and logistics companies in support of Purfresh operations.
●Managed the booking process including review, editing, and approval of submitted bookings.
●Coordinated the interface and communication between customer Operations and Sales to ensure positive supply chain outcomes.
●Maintained and updated information regarding inventory, booking, recovery, and shipping in the Purfresh Intellipur monitoring system, www.intellipur.com.
●Managed, expanded and built on the Purfresh network of ocean shipping lines (Hamburg Sud, Hapag Lloyd, for example), installers and de-installers, customs officials, and global logistics companies to grow Purfresh business worldwide. Participated in weekly staff meetings and strategy reviews to assess, critique and improve Purfresh Customer Operations.
UPS Fremont, CA – Account Representative/Logistics – Coordinator SEPT 2008 – OCT 2012
●Tracked and monitored 2000 to 2500 monthly shipments (Imports and Exports) on a daily basis.
●Expedited any hot shipments upon request from Seagate.
●Provided daily support to major accounts (Seagate) and UPS operational teams.
●Conducted daily reviews and updates of all transit reports by assignment of primary owner within our group.
●Handled all escalation that the service centers may encounter pertaining to Seagate shipments.
●Processed daily Seagate customs clearance documents for clearance into the USA.
●Provided weekly a productively and performance report to all USA gateways.
JUNIPER NETWORKS Sunnyvale, CA JUNE 2004 – JULY 2008
Logistics – Customer Service Representative
●Processed, tracked, provided status and answered inquiries on approximately 45 to 50 Returned Materials Authorizations (RMAs) per day in Clarify for Partners/Customers/End-users in North America, Latin America and globally for 4-hour service.
●Interfaced with Logistics Planning for inventory and component availability.
●Interfaced with Sales, Contract Administration, Order Management, to ensure appropriate service level provided.
●Communicated closely with UPS and other freight forwarders for America and Latin America to ensure proper customs clearance documentation provided for RMA shipments (outgoing and receiving of units).
●Prepared sales quotes for DOA and out of warranty units in Clarify.
●Participated in the development and implementation of tools designed for RMA processes and procedures.
De Anza Community College
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