Customer Service is my passion! I enjoy making my customers feel like the most important people in the world. I am organized, disciplined, and have 17 years worth of knowledge of the lighting industry.
Most recently I've been responsible for OEM Order Management, which includes training and working with our Data Entry team. I also have primary responsibility for any orders that are too complicated for that team to manage.
Prior to this, I worked for the OEM side of Customer Service, handling several IKAMs. I was responsible for all order entry, as well as processing returns, credits, debits, and shipping discrepancies. Daily tasks included order expedites, working with multiple internal and external departments to resolve customer requests, and working to achieve an on-time delivery metric of at least 94%.
Before moving to OEM, I had responsibility for two IKAMs on the Distributor side of Customer Service. In addition to the daily tasks listed above, which apply to both sides of the department, I had additional responsibilities as the Customer Service Team Lead. This included using reports to correct or update orders for delisted material, incomplete orders, and unbilled orders. I also monitored SAP workflow to ensure that inbound EDI orders were processed by our department in a timely manner, as well as correcting inbound EDI billing documents by our Agents. Additional responsibilities included keeping track of vacation requests within our department and coaching CSRs to provide the best possible service to all of our customers.
I also performed quarterly ICS controls within Customer Service related to Returns/Credits.
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