Customer Service Representative

Amy Clothier

Phone: 315-***-**** Email

Fulton, NY 13069

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

SUMMARY

Highly motivated, accomplished Customer Service Representative, with an extensive track record in demanding sales and service environments. Over 25 years of experience in manufacturing procedures, with in-depth knowledge of Accounting and Administrative duties in addition to Residential, Light and Heavy Commercial HVAC applications, products, and systems. Self-motivated professional driven to improve customer satisfaction and contribute to company success. Strengths include strong communication and analytical skills, team leadership, multi-tasking, and problem-solving skills. In-depth experience in the following:

Salesforce CRM SAP MS Word, Excel, PowerPoint, Teams

Accounting Service Bench Windchill

PROFESSIONAL EXPERIENCE

Carrier Corporation – Syracuse, NY July 2023 - Present

Senior Customer Service Representative

Responsible for handling customer service for commercial HVAC replacement parts.

Key Qualifications and Duties:

Provide exceptional customer support to Commercial customers, as well as pre-delivery and post-sale customer service support (including parts selection and ordering, pricing, and availability, expediting delivery, and basic technical support).

Resolve basic issues with internal and external customers, including the warehouse, expediting, quoting and technical Engineering.

Communicate with Commercial customers via telephone and e-mail to build strong business relationships and drive sales growth in the parts business for the internal and external customers.

Answer moderately complex customer inquiries on product pricing, availability, maintenance, and the status of orders.

Resolve moderately complex customers' service or billing complaints, to include issuing manual credit and debit memos.

Request RMA’s (Return Material Authorizations)

Maintain and audit records of customer accounts and transactions.

Review and process tax exempt certificates for customers.

Identify ways to streamline processes.

Programs used: Salesforce CRM, SAP, Quote Pro/Hybris, Microsoft Excel, Word, Teams, Outlook, PowerPoint, Access, Windchill, and Service Bench.

Carrier Corporation – Syracuse, NY 2022 – June 2023

Senior Warranty Analyst

Responsible for handling commercial and residential warranty business to include reviewing, analyzing, processing, and adjudicating warranty claims in Service Bench. The position involved regular interaction with the aftermarket network in the form of phone and email support through Salesforce CRM, as well as various groups within the company to include to the Service National Processing Center, Quality, Product Managers, Audit, and Finance. Liaison between customers, both internal and external and the Warranty and Product Registration teams in a call center environment. Assisted homeowners, dealers, and distributors to resolve warranty issues for residential and commercial HVAC equipment.

Key Qualifications and Duties:

Detail-oriented, accurate and precise in approach to work. Highly organized, while also able to prioritize multiple priorities. Able to learn and follow complex work processes. Capable of managing a large amount of information. Works well as a team player in an open environment. Proficient in Microsoft Word, Excel, SAP and Salesforce customer management systems. Proficient in analyzing information using basic queries and spreadsheet tools.

Responsible for Service Bench maintenance to include but not limited to, TOS and component code Mapping, updating return location codes, warranty classes and policies, model maintenance and serial syntaxes.

Backup and support the Warranty Administration team, including employee training and the main point of contact for all registration, and warranty issues.

Review and approve customer concessions and employee rebates, which results in financial transactions in accordance with Carrier policy and procedures.

Communicate professionally when advising channel partners that their claims do not adhere to policy or require additional information.

Perform claim analysis for Finance, Sales & Marketing, Warranty, and Quality as requested.

Evaluate processes on an ongoing basis for improvement opportunities.

Take a lead role in projects as needed.

Identify and communicate best practices to distributors in a professional manner on an as needed basis.

Develop and update standard work instructions for warranty processes.

Carrier Corporation (United Technologies) – Syracuse, NY 2017 - 2022

Warranty Administrator, Senior Customer Representative

Assist customer’s needs in a call center and communicate via email through Salesforce CRM software with homeowners, dealers, and distributors to resolve warranty and product registration issues for residential and commercial HVAC equipment.

Review, audit, and process claims that come to manufacturing review in Service Bench and make disposition decisions to satisfy customer requirements based on company policies.

Utilize PHDB, EPMS, EPIC and Service Bench to determine serial and part number issues.

Process warranty claims and emails, and communicate with distributors, dealers, and technical service managers to resolve warranty issues.

Sole processor of ICP claims and emails.

Evaluate warranty processes on a continuous basis to streamline for improvement opportunities.

Product registration trainer for new contract employees December 2020-2022, working virtually and in-person training groups since

Develop standard work instructions for warranty and product registration procedures.

Attended a Kaizen event to improve and change the online product registration process to improve customer satisfaction.

Achieved ACE (Achieving Competitive Excellence) Associates certificate.

Implemented new product registration process that consisted of conducting interviews, training large groups of employees and individually on phone and email customer support through Salesforce, and correcting product registrations in Service Bench.

Assist with driving the utilization of the Salesforce CRM system to accurately record contact, purposes, sub purposes and turn backs.

Kelly Services – Syracuse, NY August 2016 – December 2016

Contract position: United Technologies, Carrier Corporation – Syracuse, NY

Customer Service Representative, Product Registration

Assisted customer’s needs by communicating via email through Salesforce CRM software with homeowners, dealers, and distributors to resolve warranty and product registration issues for HVAC equipment.

Registered HVAC equipment in an online application software for warranty and corrected registration errors in Service Bench for homeowners, dealers, and distributors.

GE Inspection Technologies – Skaneateles, NY 2014 - 2016

Customer Service Agent

Assisted customer’s needs for repair services, issuing RMA’s, Quotes and entering orders in SAP. Processed credit card payments and resolved invoicing issues. Expert in customer master workflows to create and maintain customer accounts.

Implemented Availability Works for two divisions to process quotes and obtain purchase orders, resulting in turn-around time reduction from 80+ days to 34 days.

Dispute resolution of invoicing issues, tax discrepancies, credits/rebills, stepped up to resolve 50 outstanding disputes of past employees.

Supported a 9X reduction of RMA to Purchase Order conversion to reduce backlog of orders awaiting a purchase order, resulting in faster turn-around time and customer satisfaction. This became the benchmark for all GEIT service locations.

Recognized for Excellence in Customer Service with a perfect 10 from the customer for on time delivery.

Demonstrated excellent written/verbal communication skills, answering phones, and utilizing Salesforce for multi-divisional remote customer service.

Recognized for Team Support and Positive Attitude for Spending 30% of the year providing cross functional support of ISR (Inspection Service & Rentals), executing quarter close that resulted in invoicing $600K in second quarter.

Adecco – Auburn, NY 2013 - 2014

Contract position: GE Inspection Technologies – Skaneateles, NY

Inspection, Rentals & Service Assistant Coordinator

Facilitated Rentals and Inspection Services working with multiple Technicians, and Rental Coordinators across the United States and Canada. Maintained work order files in Lotus Notes and used SAP to Create Projects, and Sales Orders for invoicing.

Demonstrated strong Communication skills, High Accuracy work level, Confidentiality and ability to pay close attention to detail.

Processed credit card payments.

Dispute resolution of invoicing issues.

Davis-Standard – Fulton, NY 2008 - 2012

Spare Parts Estimator

Provided support to technical sales representative by estimating product cost for quotes from historical sources, industrial engineering input, and outside vendors of raw materials, and finished goods. Created quotes and entered orders. Maintained price book and created parts lists of machine lines.

Delivered consistent results by working with an urgency to expedite orders.

Drove a sense of urgency to expedite orders with vendors, and internally with the Machine Shop, Inventory and Shipping supervisors to insure on time delivery.

Quoted of spare parts and maintained parts list with pricing.

Provided backup to Field Service Manager as needed, to log Service Technicians hours and balance travel expense sheets to submit to accounting.

Adecco – Fulton, NY 2007 - 2008

Contract position: Davis-Standard – Fulton, NY

Engineering Scheduling Assistant

Formatted Engineering schedule and updated Project Log to head up weekly Engineering review meeting with Engineering, and Project Managers. Cross functional team player.

Updated tasks, deadlines and notes in Project, and DOS based program (MIS).

Pulled drawing s and read blueprints for quoting purposes.

Blueprint duties consisted of Plot requests for drawings for Purchasing, Project manager, Sales, and Field Service, ranging from individual drawings to assembly packages, burning CD's and customer final prints. Light maintenance on the OCE TDS 800 Plotter.

Assisted Manufacturing in making Part numbers and processing bills of materials.

Assisted Manuals department in copying, collating, and creating manuals of machines.

Excelled at trouble shooting issues arising with Project Web Access (i.e., Engineers not seeing tasks, add/remove users).

Responsible for generating monthly reports with Microsoft Excel Charts to track Engineering performance, variance, and backlog of hours.

McLane Northeast – Baldwinsville, NY 2003 - 2005

Customer Service Representative

Answered phones in a call center to provide phone support to enter orders and maintaining key accounts in a Web-based application for two divisions. Demonstrated excellent multi-tasking, organizational and interpersonal skills with customers, and co-workers to build a team environment, and improve customer satisfaction.

Efficiently maintained order guides in Access Database and pricing in Quasar.

Processed distribution orders in Citrix DOS based system that required heavy numeric data entry.

Led the Customer Service department to debug New Call Center Log for problematic areas.

Generated sales reports in MS Excel using Document Direct and Analyzer.

Excellent written and verbal communication with customers and internal departments to insure on time delivery to the customer.

McLane Northeast – Baldwinsville, NY 2002 - 2003

Accounts Receivable Clerk

Processed checks and electronic payments. Created statements and invoices. Answered phones to assist customer’s needs and resolve invoicing discrepancies as needed.

Delivered exceptional results on over 30 accounts for Collections via email and email, reducing outstanding balances due from 130 days to 30 days.

In-depth experience balancing budget reports daily in MS Excel.

ADDITIONAL EXPERIENCE

Quartier Printing / CNY Real Estate Guide, East Syracuse, NY

Graphic Artist

Typesetting in QuarkXpress and utilized Adobe Photoshop to create a Real Estate Guide. Proofreading, and processed in film imaging processor.

Excellent typing skills, ability to pay close attention to details and work well under strict deadlines.

Accounting Assistant

Processed checks, applied payments, made bank deposits, Invoicing, Credits and Collections

Dupli Envelope & Graphics, Syracuse, NY

Dupli 2000 Administrator

●Implemented new system for online ordering of envelopes, business cards and letterhead.

●Provided customer support daily for concerns or discrepancies on customer orders.

●Performed heavy alpha-numeric and order entry in web-based application, proofreading, typesetting of envelopes, business cards, and letterhead in QuarkXpress.

●Processed Film on Linotronic 330 processor.

●Generated reports with Microsoft Access and Crystal Reports

Central New York Services

Administrative Assistant

Processed billing and maintained medical files for Geriatric program in Microsoft Access with queries. Answered phones, created letters, proposals, and minutes in Microsoft Word.

EDUCATION / TRAINING

Bachelor of Science in Business Administration, with focus on Project Management

Purdue University Global Online – November 2021

Computerized Business Careers

Fulton, NY

ACE Certification, Associates Level

United Technologies, Syracuse, NY

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