Customer Service & Sales Operations Specialist

Brittany F. Porter

Denton, MD

*********@*******.*** – 443-***-****

LinkedIn: https//www.linkedin.com/in/brittany-porter-586602180 Effective Communication • Ability to Oversee and Support Multiple projects QuickBooks Experience • Ability to Multi-task • Epicor Experience • IBS Business Suite • SAGE Experience utilizing MS Excel, MS Teams, Google Sheets Excellent qualifications in organizing and coordinating sales operations and procedures to ensure organizational effectiveness and efficiency. Ability to report on current sales metrics and suggest improvements. Provide support for the inside sales team in achieving goals and objectives set for themselves and as a team. Ability to provide leadership necessary to deliver excellent service to internal and external customers before, during and after the sale. Knowledge in achieving service and quality standards for the customer and all inside sales representatives. Ability to provide support in all areas of sales processing and execution. Knowledge and ability to problem solve and make decisions. PROFESSIONAL EXPERIENCE

Safeware Inc. March 2024-October 2025

Customer Service Representative - Remote

● Processed Quotes per customer requests in Epicor

● Processed Orders for Purchase Orders as well as any phone or online orders placed.

● Processed Credit Cards for online and phone orders

● Send Order Acknowledgements for all orders placed

● Answered phones to assist receptionist with calls and directed to designated Customer Service Reps in specific territory, or Outside Sales Reps via Teams

● Managed Customer online orders for specific customers for specialty orders such as safety vests, t-shirts, sweatshirts, boots, PPE, etc… with custom company logos

● Managed stock of customer specialty items in our Columbia warehouse to be sure we had stock ready for influx of orders during season changes and quarterly point assignment

● Processed all quote requests for contract customers with contract pricing in designated timeframes and aid in adjustments and renegotiations during vendor price increases and applied tariffs.

● Coordinate order pickups with various warehouses for customer products that we either currently had in-stock or had order and brought into warehouse closest to customers location in the US

● Utilized Shopify, SalesForce, Coupa, and managed the company mailbox for inquiries from our website for customer orders and questions.

● Managed Multiple Salesmen with specific quoting requests, wrote annual, and multi-year contracts for customers that utilized government contracts for funding. Allied Marine Services LLC April 2019-February 2023 Accounts Manager

● Oversee all project and contract customers both commercial and government.

● Quote customers and process orders within SAGE and IBS Enterprises

● Process invoices and Credit Cards, along with any specific ProForma Requests needed for funding with deadlines

● Gather current pricing and current lead times from manufacturers in order to quote Customers in a timely and effective manner

● Estimate shipping costs based on weight and dimensions of products both boxed and palletized.

● Worked in SAGE as well as IBS Enterprise systems for all quoting, order entry, Invoicing and project management.

● Managed Online inquiry services such as ShipServ, SAM.gov and DIBBS for customer RFQ requests and Order receipt.

● Entered invoices in Wide Area Work Flow for all government invoices for payment

● Processed all credit cards through Pay Trace

● Placed vendor purchase orders for product for customers, inventory, and projects in-house repairs.

● Managed Customers and the entry setup of new customers and credit limits

● Obtained customer credit applications for set up and ran credit applications.

● Aided in the shipping of parts to shipyards for our Service Engineer to perform on-site repairs and maintenance

● Quoted multi-year build projects on vessels and equipment on board from purchase, drydock inspections, to commissioning.

Federal Resource Supply Co., Stevensville, MD March 2017- February 2019 Outside Sales Support – Technical Services

● Support KD Analytical Outside Sales Representatives

● Inside Technical Services Technician Support for both Maryland and Kentucky locations

● Provide Quotes for equipment, parts, and service sales

● Place Orders for customers for services performed, sales of new parts, and/or purchase of new equipment to add to current fleets, replace old outdated equipment, or start new

● Place Vendor Purchase Orders to get the products to customers, product in for inventory, product in for specific uses to perform specific jobs, approving repair quotes from vendors for equipment that was unable to be performed in-house, and to get 3rd party services for out of state work

● Produce Return Material Authorizations for any order that may have been shipped incorrect, whether incorrect parts ordered/sold/shipped, duplicates, or customer just changed their mind

● Shipping for all products to come back to Federal Resources or to ship to customer – new, repaired, or warranty replaced

● Produce UPS of FedEx Labels both for standard or freight shipping

● Receiving into ERP system of new product and equipment coming back from vendor from repair into designated warehouse(s)

● Taking Customer Credit Card information and supplying Credit Card Receipts after processing

● Answer customer phone calls and emails pertaining to questions about new equipment, existing malfunctioning equipment, and pros and cons of different manufactures of various types of equipment for customers looking for different options Federal Resource Supply Co., Stevensville, Maryland August 2011 – March 2017 Calibration Lab Technician

● Gained Certifications in BW Technologies, Bauer Compressors, RAE Systems, Honeywell Analytics, Mine Safety Appliances, Draeger SCBA

● Perform repair and calibrations on all portable gas detection equipment of which certified.

● Perform annual maintenance and repairs on MSA and Draeger Self Contained Breathing Apparatus

● Aid in managing money on yearly service contracts

● Perform work required on yearly on-site service contracts

● Complete work on contracts on and off site of customers

● Quote customers on requested service and /or merchandise within our ERP system

● Place vendor orders for parts to service gas detectors in-house of to drop ship items direct to customers if purchasing new equipment or ship to our location for customer pickup

● Request RMA’s from vendors for service work to be done at manufacturers’ location. Federal Resource Supply Co., Stevensville, Maryland May 2009 – August 2011 Calibration Lab Administrative Technician

● Gained Certifications in the repair and calibration of MSA Instruments, and MSA SCBA’s, Sperian/Biosystems, BW Technologies, and RAE Systems.

● Performed Daily logging of instruments due for repair and/or calibration

● Input and Managed the electronic tracking systems for all repairs

● Processed all Invoicing tasks for all Calibration Lab work performed in Quickbooks

● Processed all Purchase Orders, Customer Order Acknowledgements, Quotes, and Payments both Net 30 and Credit Card.

● Assisted with the input of Job Packets in the Network File Storage System.

● Corresponded with Vendors for Parts for Repair as well as requesting RMA’s for service.

● Assisted with On-Site fit testing on various manufacturers’ masks.

● Assisted with In-House and On-Site Flow testing of SCBA’s.

● Performed repairs and calibrations on units of which I was certified to do work on.

● Communicated with customers on any questions, inquiries for quotes, and handling all paperwork needs from start to finish within the sales and repairing processes. Federal Resource Supply Co., Stevensville, Maryland January – May 2009 Assistant/Receptionist

● Assisted in updating inventory in QuickBooks

● Assisted in counting, packing and shipping in warehouse facility

● Entered Tax Codes to associated companies in QuickBooks

● Aided in processing and organization of commission reports for quarterly reporting

● Calibration Lab clean-up and organization for internal auditing purposes Cloverfield’s Property Owners Association, Stevensville, MD 2004-2007

● Pool Operator and Lifeguard

● CPR/AED for the Professional Rescuer

● Lifeguard Training and First Aid.

EDUCATION / INTERNSHIP

● WASHINGTON COLLEGE, Chestertown, Maryland

B.A. Environmental Science, 2009 / Minor In Anthropology, 2009

● Intern, Bovis Lend Lease, [www.bovislendlease.com] May- August 2008 at Franklin Square Hospital, Baltimore, Maryland

● Aided in pursuing LEED certification

● Entered Subcontractor Daily Reports into Prolog daily

● Assisted Safety Manager in Performing Weekly Walks/ Inspections

● Post Drawing (Record Set) with ASI’s and Changes

● Assisted in the submittal process by transcribing comments and distribution to consultants.

● Took part in the Punch list process for Loading Dock

● Reviewed Pay Application Process

ACTIVITIES

● Treasurer for Bay Bulldogs - local youth football league for flag football, tackle football, and cheerleading 2022-Current

● Chesapeake Bay Piranhas Cheerleading Commissioner 2018-2020

● Volunteer Cheerleading Coach for 8U Chesapeake Bay Piranhas August-December 2017

● Run 4 Shelter, September, 9 2012

● Run 4 Shelter, September 11, 2010

● Juvenile Diabetes Research Foundation (JDRF) Real Estate Games, June 2008

● Washington College Varsity Swim Team, 2005-2008

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