Customer Service Office Manager

Linda Bock

SUMMARY OF QUALIFICATIONS

Extensive background in service functions including billing, invoicing, A/P, A/R, reporting, coding, contracts, conversions, reinstatements, claim payouts and quality assurance tracking for all customers.

Industry experience includes: Plastics Industry, Cylinder Gases, Medical Devises, Bio-tech, excellent leadership and communication skills acknowledged by senior management.

Proven ability to increase accuracy and efficiency of department.

Excellent technical and problem-solving skills also troubling shooting with EDI.

COMPUTER SKILLS

Proficient in Microsoft Office, SAP, EDI, AS400, JDE, Oracle, Salesforce, SQL, Lotus Notes, Citrix, Computers Unlimited, Outlook, On-base, McKesson, Paragon, Emergisoft, Ross ERP systems.

PROFESSIONAL EXPERIENCE

Azenta Life Sciences Inc., Burlington, MA (Provider of Automation, Vacuum, and Instrumentation Equipment)

Customer Care Specialist – Work Remotely 06/2022 – 04/2025

Excellent attention to detail, proficiency with customer service software Oracle, Salesforce, Outlook

Manage customer conversations across all our support channels (online, and via phone)

Ability to collaborate across departments and teams also answer customer inquiries and escalate complex issues to the appropriate team to ensure rapid support

Evaluate our customer support processes, devise improvements, measure results, and iterate

Report on key customer service metrics and identify noteworthy trends

Enters Sales orders from customer, and distributors, sample orders from sales, send acknowledgements to all customer.

Track order, file claim with logistics, re-bill and re-ship orders, credit memo, trouble shoot orders, schedule and review shipments through customer portals (if required).

Make sure when shipping customers have Packing list, BOL, COC, COA, CO, (M)SDS whichever one the customer requires.

Reply to all customer request in a timely manner

Berry Global Inc., Montvale, NJ (Plastics – Custom Films) Worked Remotely

Customer Care Specialist- Worked Remotely 12/ 2019 – 04/2022

Receives, processes, inputs and monitors customers web based, email and or faxed orders from receipt to invoicing while screening information for accuracy and completeness; prepares and forwards preliminary paperwork for special production orders.

Partners with sales and manufacturing to analyze customer requirements to develop and maintain customer-specific products.

Serve as an order entry person, contacts customer and or sales representative promptly with resolution to problems and or alternatives; manage customer release and ensure delivery date is met.

Maintains a professional relationship with internal and external departments for order completion

Proactively manages customer finished goods inventory levels

Prepares and forwards preliminary paperwork for special production orders

Promotes a strong work ethic and displays a team player mentality

Knowledgeable of product line, delivery times and procedures

Performs special projects as assigned by Dept. manager

Lonza Inc., Allendale, NJ (Pharmaceutical Biocides)

Customer Service Specialist 12/ 2015 – 11/2019

Deal directly with customers either by telephone, electronically or face to face

Processed orders, changes, and dispute, deduction resolution to receive payment faster, worked closely with accounts receivable and payable on invoices to be billed or paid, returns, debits and credits.

Identify and assess customers’ needs to achieve satisfaction. Provide accurate, valid and complete information by using the right methods/tools. Organize workflow to meet customer timeframes

Provide feedback on the efficiency of the customer service process. Keep records of customer interactions and transactions, record details of inquiries, comments and complaints

Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution

Ability to multi-task, prioritize, and manage time effectively.

Nyack Hospital, Nyack, NY (Medical Facility)

Emergency Department Coordinator 08/2009 – 09/2019

Ability to handle a heavy volume of patients and multi-tasking and 100% accuracy is necessary.

Coordinates and controls the placement of all inpatients (urgent, emergent, and elective) between referring physicians, hospital personnel, and nursing.

Responsible for registration, verification, collection of co-pays/deductibles, pre-certification or authorization of accounts, referrals to Financial Counseling for assistance in payment options.

Boulder Brands, Paramus, NJ (Food Business, Smart Balance, Earth Balance, Gluten Free, EVOL, Level Life)

Customer Service Representative 07/2014 – 09/2015

Receives and processes all business to business customer orders & inquiries

Validates adherence to company policies (pricing, minimums, lead time, shipping schedule)

Works closely with other co-workers, Vendors, Sales & Supply Chain groups.

Resolves any issues with pricing and allowances on our products

Adjust invoice for any discrepancy on the customer order regarding shortages, cuts due to inventory delays, damages

Process EDI Orders and trouble shoot any and all EDI orders.

Praxair Electronic Inc., Orangeburg, NY (An Industry that makes Industrial, Medical, Specialty Gases)

Account Manager / Inside Sales 2006 – 2013

Solely responsible for managing the leading customer relationship with Intel which is 60% of the company’s sales.

Responsible for customer interface in the areas of order entry, contract and customer administration, account maintenance support, technical support, dispute resolutions, billing/invoicing issues, new account set-up, modifications and pricing management.

Sales support for a technical product and/or in a manufacturing environment.

Key Account Administrator for Praxair’s largest account Intel. Processed and managed 100+ orders per month ($20MM+ annual sales) for Intel NA, Europe and Asia. Recognized as primary contact for Intel commodity buyers and Intel Account Executive.

Developed and maintained close ongoing relationships with Praxair customers, Account Managers and other administrative support personnel to enhance customer relationships and promote account growth through value-added service. Ensured ongoing accuracy of customer information.

Resolve disputes, discrepancies or other issues with customers. Coordinating efforts with Account Managers as needed.

Incorporating all areas of freight forwarding including warehousing, logistics, air, road, ocean and fully integrated supply chain solutions.

Supported finance department with running various daily and monthly reports, as well as ad hoc reports as needed.

Resolve disputes, discrepancies or other issues with customers. Coordinating efforts with Account Managers as needed.

Posting customer payments : cash, checks, ach payments, Preparing invoices and schedules,

Running AR aging reports and following up with clients on past due accounts, Assisting Senior Accountant with month end closing activities: posting journal entries, reconciling accounts

Becton Dickinson, Franklin Lakes, NJ (Pharmaceutical industry which makes Medical Device)

Customer Service Representative / Call Center 1999 – 2006

Training Customer Call Center personnel on new procedures and on handling unexpected issues that may arise during customer calls, and assisting in the training of new employees on order entry procedures and tasks.

Dealing extensively with customers over the phone, includes, as required, explaining the companies policies and procedures, responding to product information inquiries, order status and other service requests.

Resolute any issue as required to provide total customer satisfaction; internally serving as a liaison between the customer, Sales, EDI, DRP, VMI, PIC, Credit, Traffic, Distribution, and Distributor Relations departments.

Partnered with other departments in the company-wide improvement of processes and workflow.

Backup operator for the Sales Force One and the BD Sales Representatives Sample Software systems.

Mentoring peers in the use of the SAP system, and contributing suggestions to the SAP training specialists for Customer Call Service Center training sessions.

Kemark Marketing Group Inc., Pearl River, NY (Homeowners Insurance Company) 1997 – 1999

Client Support Representative

First UNUM Life Insurance Co., Pearl River, NY (Disability Insurance Company) 1991 – 1997

Customer Service Administrator / Underwriting Department

Metropolitan Life Insurance Co., Pearl River, NY (Life Insurance Company) 1986 – 1991

Asst. Supervisor / Sr. Correspondent – Policyholder Services / Claims Division (1987 – 1991)

CERTIFICATIONS

Certified Paralegal,

EMT (Emergency Medical Technician),

Certified Licenses in CPR and First Aid,

Hazmat Certification

ORGANIZATIONS/ASSOCIATIONS

Praxair Emergency Response Team

Vice-president – Rockland County EMS Association

Pearl River Ambulance Corps. – Secretary, First Lieutenant

Pearl River Excelsior and Hook & Ladder Fire Companies – Women’s Auxiliary President

Girl Scouts of America – Leader, Troop Organizer for the school system

Rockland County Women’s Bowling Association – President, Secretary, Board Member, Bowling Coach

Pearl River Little League Umpire Association

Orangetown Police Auxiliary – Patrolman for special detail

EDUCATION

Rockland Community College Suffern, NY

A.A.S. Criminal Justice, Minor in Mathematics and Psychology

114 Maritime Street

Mooresville, NC 28117

Phone: 914-***-****

*****.*.****@*****.***

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