Customer service, Order management

SHENAZ FAIRFIELD

Eugene, OR 925-***-**** ******.*********@*****.*** linkedin.com/in/shenaz-fairfield-7b23bb3a3/

Professional Summary

Seasoned customer service and operations professional with more than 20 years of experience supporting clients, coordinating orders, and maintaining service quality in fast-paced environments. Strong background in order management, data entry, and cross-functional coordination across logistics, planning, and distribution. Known for clear communication, building1 relationships, and resolving concerns while maintaining accuracy and professionalism. Experienced using ERP systems, CRM platforms, and reporting tools to manage customer requests and operational workflows.

Skills

Customer Service & Office Support

Issue Resolution & Complaint Handling

Shipping Oversight & Delivery Tracking

Billing Support & Credit Verification

Team Collaboration & Cross Functional Support

Customer Relations & Client Communications

Order Management & Inventory Coordination

Service Documentation & Calendar Management

Report Preparation & Risk Mitigation Planning

Logistics Coordination & Delivery Scheduling

Selected Accomplishments

Operational Efficiency Improvement: Increased custom materials project volume and efficiency by over 25% by aligning production, procurement, and client specifications across cross functional teams and order workflows.

Customer Satisfaction & Repeat Business Growth: Expanded repeat business and increased customer satisfaction levels by 30% through proactive communication, accurate order coordination, and strong relationships with clients and internal teams.

On-Time Project Delivery Performance: Achieved a 100% on-time and on-budget project delivery rate while managing full project lifecycles and coordinating internal teams and customer requirements.

Service Leadership & Team Development: Improved customer satisfaction scores by more than 10% by coaching service team members, strengthening communication standards, and guiding representatives in effective issue resolution.

Process Accuracy & Return Reduction: Reduced product return rates by 5% by identifying duplicate purchase orders, improving billing validation processes, and collaborating with IT teams on QAD system testing initiatives.

Customer Experience Recognition: Earned Thermo Fisher Scientific’s 2019 Sales Excellence Century Award: Customer Experience and 2020 Customer Excellence Award for nationwide leadership and outstanding customer satisfaction.

Work History

Order Management Specialist 05/2026- Current

VersaLogic- Tualatin, OR (Remote)

Review customer purchase orders for accuracy, pricing, terms, and contractual requirements.

Enter and maintain sales orders while ensuring accurate and timely processing.

Coordinate with customers, Sales, and Contracts to resolve PO requirements and obtain necessary updates.

Manage customer and distributor orders, including status updates, backorders, inventory, and fulfillment timelines.

Serve as a liaison between Sales, distributors, customers, and internal teams to resolve inventory availability, allocation issues, discrepancies, and fulfillment concerns.

Conduct initial purchase order (PO) reviews to verify accuracy, completeness, pricing, terms, and contractual requirements.

Project Manager, Custom Services 06/2022 to 11/2025

Thermo Fisher Scientific – Eugene, OR

Generated quotes and proposals supporting sales teams, improving turnaround times and alignment with client needs.

Coordinated with planning teams to allocate orders, balancing production capacity, inventory, and delivery schedules.

Resolved escalations by working with logistics, customer service, and operations teams addressing shipping discrepancies.

Managed internal, domestic, and international order processing, prioritizing documentation accuracy and compliance.

Produced on-time delivery reports for leadership, tracking shipment performance and identifying any fulfillment issues.

Collaborated with departments to streamline quoting, order tracking, and reporting processes supporting workflow visibility.

Managed daily allocation of orders across multiple product lines, prioritizing demand and supporting timely fulfillment.

Beauty Advisor 10/2019 to 06/2022

Ulta Beauty – Dublin, CA

Assisted customers during purchases by identifying needs and recommending appropriate beauty and skincare products.

Provided personalized beauty consultations and product suggestions driving customer satisfaction and repeat purchases.

Restocked merchandise and organized shelves to keep product displays aligned with company presentation standards.

Communicated current promotions and product information helping customers make informed and confident decisions.

Supported a clean, professional sales environment contributing to a welcoming and positive customer experience.

Processed customer transactions daily while consistently following store policies, promotions, and security procedures.

Senior Service Support Representative 03/2017 to 06/2022

Thermo Fisher Scientific – Fremont, CA

Processed customer orders and service requests using QAD ERP and ServiceMax, coordinating logistics and technical teams.

Assisted field service teams by placing orders and expanding parts within QAD ERP while coordinating service call support.

Scheduled medical instrument installations with logistics partners while coordinating delivery timelines with internal teams.

Prepared pricing quotes, explained credit terms, and collected credit information to qualify customers for purchases.

Generated reports, correspondence, and documentation supporting operations and communication regarding orders.

Answered incoming customer calls, providing information on products, services, and warranty renewals for medical devices.

Responded to shipping inquiries, order status questions, and product return requests from customers and internal teams.

Wine Ambassador 10/2018 to 05/2020

Murrieta’s Well Murrieta’s Well – Livermore, CA

Delivered welcoming tasting room experiences while communicating wine knowledge and brand information to guests.

Served wine samples for guests in individual and group tasting settings while maintaining attentive customer service.

Promoted wine selections and actively encouraged guests to purchase products and enroll in the winery club program.

Utilized POS register to complete sales transactions accurately and support smooth everyday tasting room operations.

Engaged visitors through conversation and wine education to enhance guest experiences and encourage repeat visits.

Customer Service Lead 01/2004 to 03/2017

Thermo Fisher Scientific – Fremont, CA

Managed order processing through phone, email, and EDI channels while ensuring accurate data entry and fulfillment.

Responded to inquiries, complaints, and updated account information while maintaining consistent service quality.

Trained customer service reps to strengthen communication, conflict resolution, and adherence to company procedures.

Assisted customers with product returns, shipping inquiries, and order status questions while coordinating with internal teams.

Partnered with IT and operations to support QAD testing, identify duplicate purchase orders, and improve billing processes.

Professional Affiliations & Volunteer History

Packing/Labeling – Thermo Fisher Scientific, Fremont, CA – 03/2020 to 05/2020

Assembly/Label – Thermo Fisher Scientific, Eugene, OR – 01/2022 to 02/2022

Technical Skills

ServiceMax, QAD ERP, JD Edwards EnterpriseOne, EDI Systems, Salesforce, Microsoft Office, POS Systems

Education

Vadsboskolan – Mariestad, Sweden 1988

High School Diploma

Contact this candidate