Sales Customer Service

Carl D. Proulx, Jr. **********@*****.***

*** ******** **. ******, ** 01854 978-***-****

Objective: Customer/ Administrative Support, Inside Sales Management, or Logistical/ Operational Support position with a stable, dynamic, and interesting company.

EDUCATION

B.S. in Business (Management and Marketing) from the University of Massachusetts at Lowell

Final Semester GPA: 3.375 – Dean’s List (Fall 2003, Spring 2004).

Technical Skills: MS Office Suite, MS Goldmine (CRM), SharePoint, Internet research MS Express (logistics); also E-Cometry, ManMan/ OMAR by Ask, and Vantage by Epicore ERP Systems.

Experience with BigMachines manufacturing-configuring software & other proprietary programs.

EXPERIENCE

Regional Sales Support Specialist, BTU International, Inc., North Billerica, MA (4/9/07-9/29/11)

POC for customers and representatives selling BTU’s Thermal Processing Equipment in all of North and South America. Supported all aspects of the sales function from Headquarters – supported 2 Regional Sales Managers and all rep agencies in their respective territories.

Initiated/ managed Production Orders of high dollar value for complex systems built to exact customer specs. Worked with customers & BTU Finance Dept. regarding any discrepancies. Utilized proprietary Sales Order Configurator program – gatekeeper for equipment order entry, accuracy, & changes.

Received/ analyzed extremely detailed RFQ’s for capital equipment; prepared quote packages to potential customers for BTU’s customized industrial furnaces according to BTU booking requirements.

Assisted with warranty/ RMA issues, coordinated rapid response to down production equipment, including dispatching FSE’s, expediting replacement components, issuing RMA’s, and tracking replacement & return parts. Liaison between customer, sales reps, and BTU Service Manager regarding warranty status.

Member of weekly Order Review Team committee – representing Sales Dept & Customers to organize companywide Production Schedule with Engineering, Purchasing, Manuf, Shipping, & Master Scheduler.

Helped coordinate global shipments from China and US Plants; tracked goods through the entire logistical pipeline. Scheduled pickups and deliveries of major capital equipment. Addressed logistical issues & assisted with shipping paperwork and other arrangements.

Coordinated with engineering, manufacturing, test, parts and service, and shipping depts. – and BTU UK and China offices – to serve customers and BTU sales representatives in the most efficient and timely manner.

Aided with forecasting, lead follow up, special customer and/ or management projects, etc.

Hosted customer Final Acceptance Testing visits; attended tradeshows; aided with collections as needed.

Worked on a special taskforce to develop a program, together with a third party software developer, to configure furnace layouts based on product/ process inputs, and calculate cost estimates for labor, materials, & engineering; to drastically reduce overall quote turnaround time on custom equipment.

Trained in the Parts Dept. to offer support, quotes, answer questions, and enter orders for parts for BTU systems worldwide – filled in for Parts Dept. Administrator in his absence. Helped with cost estimating; worked with external vendors and BTU internal Eng & Service Depts.

Account Sales Manager, PetEdge Dealer Services, Topsfield, MA (4/06-4/07)

Managed 200 accounts in the Pennsylvania territory for an international supplier of pet related products to independent and small chain retailers. Was in regular contact with these accounts via phone, fax and email.

Prospected for new customers using various forms of lead generation. Reached agreements with prospects to sign on with the Dealer Services program and agree to purchase minimums, etc.

Utilized E-Cometry for order entry, taking payments, checking histories, inventory levels; etc – utilized MS Goldmine to maintain details of customer & prospect base.

Took consultative sales approach with customers to give advice on what and when to purchase, how to merchandise, etc. so as to ensure that their specific needs were met, and to improve their overall business.

Constant multitasking and making outgoing sales calls to push sales promotions, strengthen relationships, check order status, and resolve problems. Always provided top-notch, friendly customer service.

Transportation Specialist/ Broker, C.H. Robinson Worldwide, Woburn, MA (2/05-2/06)

Managed up to 40 active loads of freight for various major accounts (CVS, Veryfine, Ken’s Foods, Poland Spring Water, etc.); tracking through the entire logistics system, from booking with a carrier to delivery.

Developed and strengthened relationships with new, existing, and prospective customers. Was in daily contact with these customers to answer questions, and ensure their needs were met.

Negotiated rates with carriers for shipments worth up to thousands – ensuring maximized profits.

Utilized Microsoft Express, an intricate operating system with tools for maximizing the efficiency of many aspects of 3rd Party Logistics, to aid with constant multitasking.

Maintained strong working relationships with my base of carriers, spanning well over 50 companies.

Resolved problems occurring on a daily basis.

Server, Applebee’s Bar & Grill, Tewksbury, MA (8/03 – 2/05)

Handled a variety of responsibilities to ensure smooth operations in a fast-paced environment.

Guaranteed all-around guest satisfaction, fun, and return visits as server.

Participated in “To-Go” service by taking, preparing and delivering orders working within time deadlines and delivering them straight to customers’ cars.

Finalized all plates and meal orders as kitchen “expo” and coordinated with servers and cooks to ensure attractive, accurate orders in sanitary conditions.

Contact this candidate