Remote Customer Service & SAP Account Support

Karen Soper

REMOTE CUSTOMER SERVICE REPRESENTATIVE ACCOUNT MANAGEMENT SAP

SALESFORCE

Kentwood, MI • 616-***-**** • ************@*****.*** • LinkedIn: Karen Soper PROFESSIONAL SUMMARY

Experienced Customer Service and Office Administration professional with over 15 years of experience supporting customers, managing accounts, coordinating cross-functional teams, and maintaining operational excellence. Extensive experience using SAP, Salesforce, Microsoft Office, Outlook, Teams, and Webex in fast-paced business environments. Proven ability to manage high-volume customer communications, resolve complex issues, process orders accurately, and build strong relationships with customers and internal stakeholders. Trusted partner to customers, distributors, and outside sales representatives, providing account support, product information, account research, and SAP expertise to help drive customer satisfaction and business success. Successfully became proficient in SAP through fully remote training and collaboration during the COVID-19 transition, demonstrating adaptability and the ability to quickly learn complex systems independently. Self-motivated and highly effective, working independently in a remote environment while collaborating seamlessly with teams when needed. Over six years of successful remote work experience with a proven ability to manage priorities, maintain productivity, and deliver exceptional customer support with minimal supervision.

CORE COMPETENCIES

• Customer Service & Customer Success

• Account Management

• SAP ERP Systems

• Salesforce CRM

• Order Entry & Processing

• Remote Work & Virtual Collaboration

• Microsoft Teams & Webex

• Microsoft Office Suite

• Phone & Email Support

• Data Entry & Reporting

• Problem Resolution

• Cross-Functional Collaboration

• Time Management & Prioritization

PROFESSIONAL EXPERIENCE

REHAU Industries

Customer Service Representative

February 2020 – Present

• Manage a portfolio of more than 75 customer accounts while maintaining a high level of customer satisfaction and responsiveness.

• Process customer orders, returns, account updates, and inquiries using SAP and other business systems.

• Successfully became proficient in SAP through fully remote training and collaboration during the COVID-19 transition, demonstrating adaptability and the ability to quickly learn complex systems independently.

• Successfully transitioned to full-time remote work in March 2020 and have consistently maintained productivity and service levels while working independently.

• Handle a high-volume workload, responding to 50+ emails and 10–20 phone calls daily.

• Support distributors and key customers with complex order requirements, product inquiries, and issue resolution.

• Serve as a primary support resource for outside sales representatives by assisting with customer requests, order status updates, product information, pricing inquiries, and account-related questions.

• Provide SAP-generated data, reports, customer history, and account information to sales representatives when they are unable to access systems while traveling or working remotely.

• Partner closely with outside sales representatives to ensure customers receive timely and accurate information, helping maintain strong customer relationships and support sales objectives.

• Act as a liaison between customers, sales representatives, and internal departments to facilitate issue resolution and improve communication.

• Frequently assist sales representatives with distributor accounts and complex customer situations requiring detailed product knowledge and account research.

• Collaborate with sales, production, logistics, operations, and other departments to ensure timely order fulfillment and customer satisfaction.

• Assist in the development and implementation of a national customer program involving approximately 50 locations and hundreds of orders.

• Maintain accurate customer records and documentation while ensuring compliance with company procedures.

• Build and maintain strong customer relationships through proactive communication and problem resolution.

• Demonstrate the ability to work independently with minimal supervision while contributing effectively to team initiatives and projects.

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