customer care expert inventory control specialist resume example with 18+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,
Professional Summary

Experienced supply chain management professional with 14+ years of proven expertise across logistics, warehouse operations, stocking, transportation, order delivery, Inventory and customer services.

Skilled at planning and coordinating with 3rd parties, escalating for distribution and fulfillment issues, analyzing businesses to drive continuous improvement, and controlling daily commercial operations with vendors Proficient at management of Inventory, Logistics, and Fulfillment to resolve service issues while delivering SLA’s with each function and providing process designing, improvement and support for efficiency and timeliness. Able to deliver to agreed customer service levels, support reverse logistic program with effective processing operations, deliver effective transport operations, and accurate escalation of daily orders and back orders

Capable of managing multiple stakeholder relationships across the business and the competing priorities of stakeholders at peer level

Successful at updating and educating stakeholders, ensuring accurate and timely communication to stakeholders, and capacity planning while being knowledgeable of SAP based systems (SD & MM Modules)

  • Warehousing expertise
  • MS Office
  • Power BI
  • SAP
  • Team management
  • Process improvement
  • Problem resolution
  • UAT Testing
  • Software Testing
  • Customer Service
  • Supply Chain Management
  • Team Leadership
Work History
11/2020 to Current Customer Service Coordinator Frda | VA, State,

● Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.

● Place purchase orders on customer request and will provide the stock on hand reports to customers.

● Worked with supervisors and team members to understand supply needs and bring levels within desired tolerances.

●Collected customer feedback and made process changes to exceed customer satisfaction goals.

● Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

● Checked prices and calculated totals for accurate invoice processing.

● Provided reports and recomandtions to the account managers to assist in driving the capacity and sales.

● Kept documentation and records accurate and up-to-date with latest data to prevent errors in processing or delivery.

● Prioritized important customers by reviewing logistics and handling shortages, delivery schedules and office functions.

● Reviewed and analyzed forecast data to determine and address inventory needs.

● Provided primary customer support to internal and external customers. Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

● Responded to customer needs through competent customer service and prompt problem-solving.

● Responded to customer calls and emails to answer questions about products and services.

● Worked with corrective action teams to assess historical solutions and make proactive procedural adjustments

09/2019 to 11/2020 Subject Matter Expert Merchants Bank | Caledonia, WI,
  • Provided superior customer service to internal and external customers by phone and email, consistently striving for first call resolution
  • Training of new hires and associates cross training initiatives, in addition to the creation and facilitation of training as needed
  • Provided constructive peer feedback and training as appropriate.
  • Deliver accurate information and guidance related to processes/procedures
  • Proactively identify and recommend solutions to recurring errors and service gaps, acts as a referral point/Subject Matter Expert for customer service and admin team
  • Take ownership and accountability for resolving complex issues and concerns at the first point of contact.
  • Assist in resolving complex or escalated issues.
  • Handle highly escalated supervisory type calls and escalations.
  • Validated current SOP'S, provided constructive feedback for changes
  • Resolved Escalated customer queries, issues and complaints.
  • Trained staff on how to improve customer interactions
02/2013 to 08/2019 Senior Customer Service Representative/Reverse Logistics Specialist Optus | City, STATE,
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
  • Organized purchase and delivery of materials needed for various contracts.
  • Processed, scheduled and executed customer orders for new and established customers.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Actively liaise and negotiate with suppliers, manufacturers, retailers and consumers in addition to keeping track of quality, quantity, stock levels, delivery times, transport costs and efficiency
  • Play an instrumental role in planning and management of logistics, warehouse, stocking, transportation and customer services while directing, optimising and coordinating full order cycle
  • Create the system access for internal staff, manage various reports including OSJ by enquiring with vendors and warehouse team, train new team members and help the team when required
  • Timely respond to e-mails within the turnaround time with the ability to work effectively across multiple stakeholder groups with varying and often competing priorities and expectations
  • Produced weekly status reports detailing logistic operations and problems.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Researched product locations at different facilities to arrange and coordinate drop shipments.
05/2003 to 02/2013 Customer Service Representative Optus | City, STATE,
  • Respond to phone and email inquiries with high level of customer focus
  • High level of customer service with internal customers, external customers, dealers, outlet staff, subcontractors and end users
  • Collaboratively work with 3rd parties, manage escalations, handle customer complaints and enquiries received from customers, insurance team, and external vendors; efficiently managed and responded to 90 calls in a day
  • Team leader for team of 4, ensuring service level time frames were met and delivered
  • High volume Data Entry - logging in of all repairs through Pronto
  • Phone dispatch
  • Maintained 3 minute call time by using strong listening, consultative and problem-solving abilities and using scripted sequences to address all concerns.
  • Full Administration support
  • Support technicians in basic repairs and identifying faults
  • Train, coach and support new staff
  • Running daily reports, and measuring against KPI's
  • Answered customer telephone calls promptly to avoid on-hold wait times.
Expected in 02/2001 to to Bachelor's in Information Systems And Management | Computer And Information Sciences Central Queensland University, Sydney , GPA:
Expected in 06/1997 to to Bachelor of Science | Computer Science Osmania University, Hyderabad, GPA:

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Resume Overview

School Attended

  • Central Queensland University
  • Osmania University

Job Titles Held:

  • Customer Service Coordinator
  • Subject Matter Expert
  • Senior Customer Service Representative/Reverse Logistics Specialist
  • Customer Service Representative


  • Bachelor's in Information Systems And Management
  • Bachelor of Science

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