Customer Service Supervisor

CUSTOMER SERVICE SUPERVISOR

Customer Needs Analysis │ Service Enhancement │ Building Strong Customer Relations │ Communication │ Cross-functional Collaboration │ Team Management │ Conflicts Resolution │ Process Improvement

PROFILE OVERVIEW

Specialist for service excellence offering more than 11 years of experience in conceiving the highest standards of customer service and support. Motivational leader and reliable professional with proven ability to train, supervise and hone customer service representatives to optimum performance. Enjoys the challenges of working with people and excels at working under pressure. Quick in identifying customer needs and adept at developing processes to meet these demands while complying with the company policies and standards. Analytical and rapid thinker, with commitment to finding ways to address complex queries from customers using resourcefulness, persuasion and commitment to service excellence. Knowledgeable in Microsoft Word, Excel, Internet, MS Office (2007 & Vista), MAS 90 (Inventory software) and Goldmine (Database Software)

PROFESSIONAL EXPERIENCE

LONSEAL, INC. CARSON, CA

CUSTOMER SERVICE SUPERVISOR 2004-2008

• Managed all received orders through fax or e-mail on a daily basis, ensuring organization, accuracy and updated order details

• Provided customers with accurate status information by maintaining an error-free inventory and backlog file for all CS representatives

• Proactively involved in resolving issues regarding availability, pricing and delivery

• Coordinated with representatives to ensure resolution on personnel issues, and provided verbal or written notice whenever necessary

• Maximized skills and potentials of employees through training, and clearly defined all aspects of their job while promoting accountability and excellent customer service

• Developed processes to streamline the order process while organizing the schedule of shipping

• Coordinated with various trucking companies to set-up the department for online quote rates

• Maintained high level of customer service by ensuring timely resolution of customer-related issues specifically in regards to material damage or delivery shortages

• Partnered with both the customer and shipping department to ensure that returns were received in good condition and credit were issued

• Dealt with international orders and paperwork while addressing customer complaint issues

Star Plastic, Harbor City, CA

CUSTOMER SERVICE REPRESENTATIVE 2002-2004

• Ensured the consistency in optimum customer satisfaction by providing prompt and quality customer support

• Collaborated with productions to guarantee timely delivery of orders

• Established rapport with customers to effectively promote products by providing product information, samples and prototypes

• Co-managed the shipping and took part in ensuring accuracy and timely shipping of orders

• Managed and maintained open order and inventory reports

• Coordinated with customers to ensure the depletion of inventory and new products were produced according to MPR (Manufacturing Production Reports)

U.S. Merchants, Los Angeles, CA

PROJECT COORDINATOR 1999-2002

• Closely assessed customer needs related to packaging issues

• Made major contributions in the implementation of designs and displays

• Rendered broad-based support in ensuring accuracy of all specifications and that products were packaged and shipped accordingly

• Monitored artwork displays and checked whether the details comply with customer and company specifications and requirements

• Maintained inventory for over 50 customers on a weekly basis, informing them if products were needed to be reordered

• Worked closely with customers and cross-functional departments to ensure efficient delivery of products and excellent customer service

EARLIER EXPERIENCE

CUSTOMER SERVICE REPRESENTATIVE (Tyco Plastics, Torrance, CA  1997-1999

ACCOUNT REPRESENTATIVE (Spectrum Laboratories, Gardena, Ca) – 1994 – 1997)

EDUCATION

PROGRAM IN BUSINESS ADMINISTRATION (El Camino College, Torrance, CA)

PROFESSIONAL TRAINING

Management Training (2005) │International Shipping Seminar (2006)

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