Customer Service Warehouse Operations

Objective:

To leverage my expertise in inventory management, warehouse operations, key account fulfillment, and EDI technologies to build and sustain high-integrity relationships through exceptional communication and problem-solving skills.

Skills:

Expert in resolving issues related to transportation, imports, exports, and customer service.

Experienced in coordinating logistics for tradeshows and roadshow events.

Strong key account management and compliance with major accounts like REI and Amazon.

Extensive experience as a liaison between warehouse operations and IT.

Leadership and management of customer service teams.

Proficient in Microsoft Office Suite, with an advanced focus on Excel.

Hands-on experience with Zendesk, Shopify, and Microsoft Nav.

Self-driven with a collaborative, team-oriented mindset.

Enthusiastic hiker, camper, and travel lover.

Professional Experience:

Industrial Revolution – Seattle, WA

Sales Support Analyst

Sept 2020 – Present

Managed all EDI account systems and integrations, ensuring smooth order processing including PO acknowledgment, ASN, routing, and invoicing.

Optimized vendor compliance for key accounts, successfully reducing/eliminating chargebacks.

Ensured on-time, accurate product deliveries to dealers and retailers.

Developed and implemented an efficient internal filing system and procedures to improve order management and minimize chargebacks and returns.

Managed office supply ordering to ensure optimal stock levels.

Pacsafe – North America – Seattle, WA

Logistics and Supply Manager

May 2017 – June 2020

Oversaw warehouse operations and collaborated with third-party service providers to ensure service efficiency and operational excellence.

Managed inventory levels and optimized compliance with key accounts, reducing/eliminating chargebacks.

Coordinated fiscal year-end inventory and served as a liaison for two 3PL locations (U.S. and Canada).

Led a customer service team of four, including a dedicated e-commerce representative.

Nikwax – North America – Seattle, WA

Logistics Manager

Aug 2012 – May 2017

Managed delivery schedules and inventory planning between UK and U.S. warehouses.

Collaborated with sales to maintain optimal inventory levels for multiple delivery drops.

Implemented and supported EDI services for key accounts to streamline operations.

Developed and enforced processes to minimize customer chargebacks, returns, and negative reviews.

Coordinated all electronic routing, transportation, and delivery to customers and dealers.

Nikwax – North America – Seattle, WA

Customer Service Manager

Aug 2007 – Aug 2012

Supervised and managed a customer service team, including training and process creation.

Acted as the primary contact for all key account customers.

Provided timely warranty solutions, processing refunds and replacements as needed.

Ensured on-time delivery of products to dealers and retailers, maintaining customer satisfaction.

Nikwax – North America – Seattle, WA

Customer Service Associate

Feb 2005 – Aug 2007

Managed incoming customer calls and handled warranty inquiries.

Processed orders, including invoicing and credits for both customers and dealers.

Created an error log system for monthly reporting to management.

Maintained customer and accounting records, ensuring data accuracy.

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