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Customer Service Manager

Hobart, IN, 46342
August 21, 2012

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**** ********* *****, ******, ******* 46342

219-***-**** • •


An accomplished office professional with over 15 years of experience administrative support, customer service and office management. A strong background in improving office productivity, customer satisfaction, training new employees and developing relationships with customers, suppliers and contractors.

• Executive Administrative Support • Customer Service • Inventory Management •

• Accounts Payable • Accounts Receivable • Order Entry • Account Management • Vendor Relations •

• Materials Management • Business Development •

ITW MULTI-WALL PACKAGING CORP., Gary, Indiana 2010 to 2012

A leading manufacturer of industrial packaging materials.

Customer Service / Office Manager:

Responsible for answering customer inquiries, resolving escalated customer issues, and all front office support.

• Managed all Customer Relation functions, including order entry, quote routing, order status, and all special requests, for 600+ customers.

• Maintained Backlog Report, working daily with Production and Shipping to ensure on time delivery.

• Managed Complaint Log, ensuring all complaints were examined to Root Cause with Preventive Action.

• Initiated Internal Complaint Process in which internal issues were captured and corrected before product was sent to customer.

• Oversaw Accounts Payable and Receivable; after being assigned Collections reduced Receivables by 3.4% in 5 months.

• Acted as Inventory Coordinator, ensuring each department counted and audited monthly, valued the inventory and reported same to corporate, along with month-end reconciliation numbers.

• Oversaw the outsourcing of finished goods from outside vendors, maintained their inventory and invoicing.

• Handled the processing of scrap material, negotiating with vendors, arranging trailer switches and tracking payments.

• Prepared and analyzed monthly metrics for quality and delivery.

ARIZONA SHOWER DOOR, University Park, Illinois 2006 to 2010

A manufacturer of glass shower doors and shower enclosures.

Outside Sales Representative: 2008 to 2010

Responsible for calling upon current customer base to inform of company and product updates, check on current stock, and inquire as to any issues and resolve them.

• Acted as Sales Liaison between plant and approximately 800 customers over a 5-state region.

• Developed new business leads and negotiated terms to a mutually beneficial contract.

• Attended customer sales events, open houses and industry conferences.

Customer Service Manager: 2006 to 2008

Responsible for resolving all customer issues by phone or site visits.

• Established a new branch in a new market for an established company, initially set up the office, hired the staff and developed a customer base.

• Developed policies and procedures for all aspects of office including record keeping standards, quoting and invoicing.

• Handled all paperwork, from initial quote through invoicing.

SHOWERITE, Chicago, Illinois 1996 to 2006

A Crane Plumbing Company, manufacturer of fine quality bathtub and shower enclosures.

Customer Service Manager:

Responsible for a staff of 8 employees at 2 facilities in handling the needs of a 4000+ customer data base; interfaced with production and shipping for on time delivery and quality issue resolution.

• Served as Administrative Assistant to the National Sales Manager, handling all communication with Sales Reps, new business leads and proposals.

• Responsible for annual price book composition, updating and issuance.


A.A., With Honors, Moraine Valley Community College, Palos Hills, Illinois


Consona Connect 2012 Conference, Indianapolis, Indiana

ITW Anti-Corruption and Anti-Harassment Certificates

80/20, PLS and UsA Courses


Microsoft Word, Excel, Outlook and M2M

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