Customer Service Representative

Georgene Coons

North Port, FL *****

Phone: 423-***-****

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

SUMMARY

Highly motivated and detail-oriented Customer Service Representative with 15+ years of experience in customer satisfaction, email management, negotiation skills. Expertise in quality assurance, documentation and appointment scheduling.

Work Experience

CUSTOMER SERVICE SPECIALIST

Forward Air, Inc – Greeneville, TN

July 2014 – January 2025

Provided support to the expedited less than truck load market, including local pickup and delivery and final mile deliveries utilizing a comprehensive national network of terminals.

As a corporate Customer Service Representative, fielded incoming calls from external customers, internal sales representatives and other internal station staff. These calls included general questions about the company and service offerings, shipment tracking inquiries and complaints and scheduling final mile deliveries.

Delivered exceptional customer service by addressing client issues via telephone, e mail and chat to increase client satisfaction and ensure repeat business.

RAW MATERIALS COORDINATOR

Premium Waters, Inc - Greeneville, TN

January 2011 – May 2014

Responsible for purchasing raw components for the bottled water industry to include resin, bottles and jugs, closures, film, corrugate and pallets. Purchasing was based on Sales Forecast and history ensuring sufficient inventory and on time arrival to support on demand production while maintaining the lowest number of days on hand of raw goods to avoid obsolete and overstocked raw materials.

Maintained timely order fulfillment by collaborating with production scheduling and sales force teams resulting in improved on time delivery.

TRANSPORTATION MANAGER

Premium Waters, Inc – Greeneville, TN

2008 - 2011

Responsible for 6 Class A CDL certified tanker drivers and one transportation clerk. Responsible for the maintenance of heavy trucks, CDL credentials, procurement of new carriers, negotiations of contract freight rates. Customer relations as it pertains to current orders and shipping. Supervision of transportation clerk responsible for tendering both full truck load and less than truckload outbound freight, communications to the warehouse and the warehouse dock schedule.

Assisted in developing, testing and implementation of the transportation module of a new computer operating system (Oracle – JD Edwards) to support 5 branches of the company.

SHIPPING/TRANSPORTATION CLERK

Premium Waters, Inc – Greeneville, TN

1998 to 2008

Responsibilities included checking customer orders for product availability, scheduling loading and delivery appointments, checking truck drivers in and out, completing bills of lading, maintaining shipping documents for outbound orders as well as quality tracking purposes

Additional Experience

Established carrier base and contract negotiations when Transportation was brought in house.

SKILLS

Call handling, Relationship Building, Conflict resolution, Problem -Solving, Communication skills

Technical Skills

Microsoft Word and Excel

AS400

Salesforce

JD Edwards

Webex

Microsoft teams

EDUCATION

High School Diploma - CEDAR RIGE HIGH SCHOOL - OLD BRIDGE, NJ 08

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