Key Account Manager & Sales Support Specialist

DOROTHY RISAH

Midlothian, Texas ***** 512-***-**** *******@*****.*** www.linkedin.com/in/dorothy-risah

SUMMARY

A proficient and organized Key Account Manager with extensive experience building and sustaining customer relationships. Comprehensive expertise in logistics planning, supply chain management, order-to-cash management, root cause analysis, KPI metrics, project management, training and development, Kaizen, Kanban, inventory control, and regulatory compliance. Leverages communication skills to create excellent customer experience while leading efficient and cost-conscious teams.

EXPERIENCE

DIAB AMERICAS, Desoto, Texas

Sales Support Specialist, 2025-2026

Handle customer inquiries by email, phone and chat

Enter, process and confirm customer orders in the ERP system

Identify non-standard orders and coordinate approvals/change requests

Help create solutions and ensure a smooth sales process

Conduct client satisfaction surveys and reviews

Issue RMAs and process credit requests

Proactively monitor orders and communicate delays/issues

Maintain sales-history records for sales and sample transactions

Generate and maintain quotes, including non-standard pricing

Work closely with Sales, Supply Chain and Production

Communicate unusual circumstances to the supervisor

Maintain professionalism and transparency with supervisors

CELANESE, Irving, Texas

Key Customer Account Manager, 2021-2025

Responsible for tracking and handling multi-million-dollar accounts.

Used SAP order management extensively.

Managed account order-to-cash process for domestic and liner customers.

Maintained and tracked orders, using Order Cockpit.

Used CMS service console to communicate with customers.

Oversaw export order entry, tracking, and maintenance.

Collaborated with internal teams, e.g., Sales, Planning, Finance, and Logistics.

Sustained KPI metrics and managed reports.

Supported and trained customers on e-business platforms.

Ensured compliance with safety targets, ISO, Sarbanes-Oxley, and regulations.

Performed quality notification entry and follow-through, using root cause analysis.

Directed supply chain large-scale special projects.

Managed accounts and communication with external customers.

Trained fellow associates with onboarding and work processes.

CEVA LOGISTICS, Lebanon, Tennessee

Supply Chain Operations Specialist II, 2018-2021

Proficiently performed order scheduling and research.

Prepared, ran, and summarized daily reports and commits for various buildings, using data files.

Provided customer service to internal and external customers by answering queries or providing assistance.

Created and ran queries, using databases, logs, and systems, to resolve customer issues.

Followed organization rules and regulations to ensure a safe and productive environment.

Maintained working relationships with various customers to help maintain account and service needs.

FEDEX SUPPLY CHAIN, Lebanon, Tennessee

Project Lead, 2014-2018

Worked with project managers and supervisors in leading team to achieve daily commitment.

Promoted a collaborative working environment by encouraging and directing team members to deliver on daily expectations.

Participated in daily production meetings to help set attainable goals for teams to satisfy customer requirements.

Partnered with project managers to create work instructions for various projects.

Engaged in various Kaizen and Kanban projects for continuous improvements.

Conducted and recorded KPI initiatives and metrics in workplace.

ADDITIONAL EXPERIENCE

CEVA LOGISTICS, Austin, Texas, Shipping and Receiving Lead, 2005-2014. Assisted shipping supervisor in daily running of shipping team and training new hires. Shipped and received materials in the warehouse, both physically and logically. Worked with FedEx, UPS, and DHL, both online and locally. Processed international shipping and created commercial invoices through TradeSphere. Received inventory and put away materials. Complied with ISO regulations and various continuous improvement processes.

EDUCATION

SOUTHERN NEW HAMPSHIRE UNIVERSITY, Manchester, New Hampshire

Master of Science, Operations and Project Management

Bachelor of Science, Operations Management, concentration in Logistics and Transport

TECHNICAL SKILLS

Microsoft Office Suite ERP SQL SAP Salesforce Order Cockpit Oracle TMS Tableau MS SAP S/4HANA

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