Customer Service Representative

Juany Guerra

McAllen, TX *****

Phone: 956-***-****

Email:***********@*******.***

Summary:

Bilingual Customer Service Representative with over ten years of experience resolving complex customer inquiries. Passionate about building strong internal and external customer service relationships, driving brand loyalty giving an added value to the business for its success and growth. Area of Experience:

Customer Service, Order Processing, Audit, Coordination and support of daily operational and administrative functions.

Work Experience:

Vertiv Corp.

Customer Service Representative: October 2022 - June 2023

Act as the central point of contact between Sales Team, Customer, Planning, Manufacturing and Shipping Department.

Responsible for the review and entry of orders in accordance with the customer requirements.

Review terms and conditions, pricing, product definition and delivery requirements.

Drive weekly expedite calls with customer, planning and account mgrs.

Keep the customer informed with changes on the manufacturing process and shipping information.

Responsible for the creation of FOC, RMA s or credits with the proper management approvals Zebra Technologies

LATAM Senior Client Care Representative: February 2016 – March 2020

Act as the central point of contact, liaison for Customers and Internal Cross functional departments. This include but not limited to Indirect Channels, Order Review and Processing. Excellent Customer skills required.

Responsible for the review and entry of all orders in accordance with approved discount levels. This include review of all terms and conditions, pricing analysis, product definition and delivery requirements.

Central point of contact with internal and external customers (included but not limited to acct mgr., field offices, contracts, supply chain, legal, credit, billing, tax dept, managers, shipping, carriers. This will include the timely notification of any availability / delivery issues and/or product changes.

Expedite orders on an “as needed” basis with Planning and Production.

Drive weekly expedite calls with customers, acct mgrs. and supply chain

Central point of contact for order errors, changes, cancellations.

Work with Corporate Credit to resolve any Indirect Channels payable and or credit issues that require intervention.

Work with billing group for special billing instructions (manual process) and any credit and rebills needed to collect payment.

Maintain order files in accordance to SOX and Zebra/Symbol Internal audit requirements.

Process credits per corporate approval.

Create / Maintain Customer Master Data for Direct Customers. Creation of new accounts in coordination with Channels and Credit Dept. Price Exception Verification

Work with carriers regarding problem deliveries

Refer appropriate customers to Inside Sales

Black & Decker

Administrative Assistant: Dec 2002 - Jan 2009

Provide administrative support to Vice President, to the Corporate Office and Staff As required

Organize and prepare weekly and monthly executive meetings and VP agenda

Reception and translation for confidential documents

Handled all company travel arrangements; including hotel reservations, airline and car rental. Searching lowest rates to contribute to the company savings.

Coordination for special events.

Management of Immigration documents for permanent and temporary permits for all foreign employees to visit or work in the manufacturing plant in México.

Responsible for coordinating the housekeeping in the administration areas. LG Electronics (Zenith Electronics)

Logistics and Customer Service: May 1996 – April 2002

Administrative duties includes but, were not limited to: Forecasting, implementation of the Sales System, sales order entry, coordinating shipments to Mexico, South and Central America

In charge of preparing master bill of lading.

Work close with the Trade Compliance Team for International shipments.

Daily Interaction with customer, planning, manufacturing, carriers and steam ship lines.

Accountable for fulfilling customer requirement on time. Executive Assistant: Dec 1993 – May 1996

Executive assistant of Vice President, Controller and Human Resources Director Coordinating meetings, special events and preparing presentations for VP, Controller and Director as well as managing agenda.

Reception of confidential documents

Handled all company travel arrangements; including hotel, airline, car rentals and preparing internal travel expenses documents

Audited travel expense reports

Managed petty cash box for internal staff and company expenses

Prepare a monthly report to corporate with a summary of expenses Education and Courses:

International Trade Compliance Vertiv Education Center June -2023 Order to Cash Process Vertiv Education Center June -2023 Anti-Sexual Harassment Vertiv Education Center June -2023 Migratory, Consular and Border Seminar AMAC Oct - 2008 High School Diploma Continental Academy July 2008

Labor Administration Narro & Asociados Sept. 2008

Achieve Global Leadership Black &Decker University Oct. 2007 Customer Service Unlidem – Reynosa March 2001

Sales & Marketing Universidad Del Atlántico June 2000 Professional Secretary Coparmex May 1991

Bilingual Executive Degree Colegio Comercial Hispano Aug 1986 Skills:

Microsoft office related Excel, Word and PowerPoint Management information system related CPQ, Oracle, Siebel, Mfg-Pro, JDE, SAP and TRESS. Bilingual: Spanish / English

Reference will be provided upon request by interested partie

Contact this candidate