customer service analyst 2 resume example with 11+ years of experience

Jessica Claire
, , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - - : - -

20+ years sales and customer service experience in the food manufacturing industry providing exceptional global customer support. APICS Certified in Logistics, Transportation, and Distribution with additional expertise in customer complaint resolution, participation in FSSC 22000, customer, and internal food safety program audits, completion of technical documentation, and collaboration with cross-departments through direct communication. Experienced SAP user.

Professional Experience
06/2018 to Current
Customer Service Analyst 2 Citigroup Inc. Holbrook, NY,
  • Direct point of customer contact addressing any questions, concerns, or issues from order entry to final shipment through daily verbal and written communication.
  • Heavy attention to detail as related to precise order entry, customer specification alignment, assessment of available inventory, and coordination of logistics.
  • Customer complaint analysis, communication, problem solving, and resolution with a sense of urgency and mindful of prevention.
  • Direct interface and collaboration with Quality, Food Safety, Operations/Production, Planning, and Finance Teams to strategize solutions in a timely manner with food safety focus.
  • Facilitate monthly Customer Complaint Team meetings; share assessment with Customer Service, Finance, Food Safety, Operations, Planning, Quality, Sales, and Management Teams.
  • Redesigned existing process for cataloging customer complaint data.
  • Responsible for presenting customer complaint process, explanation of current and historical data with emphasis on food safety for FSSC 22000, customer, and internal audits. 2021 Internal Audit Team commented "Great customer complaint process that is very organized, easy to understand, and drives improvement".
  • Daily management of shipping calendar for packaged, bulk tankers, railcars, intermodal, and courier shipments.
  • Daily creation of shipping packets through SAP to include packing lists, loading policies, export and customs docs, co-ship samples, and customer required details.
  • Daily post-shipment follow-up verifying invoices, digital archiving of shipping documents, and sharing BOL/COA with customers.
  • Strategic collaboration with cross departments to optimize secure shipping solutions. Mindful of maximizing customer satisfaction and food safety while minimizing costs.
  • Undertook task of updating Operation Work Instructions for packaged shipment loading patterns. Removal of archaic information and update of current floor patterns for drum shipments utilizing TyGard strapping.
  • Identified deficiencies in 300-gallon GoodPack Bin Filling Work Instructions. Observed complete filling process, provided photo examples, and revised WI verbiage with attention to food safety. Shared findings with Food Safety Coordinator to be reviewed, approved, and uploaded to Content Server.
2006 to 2008
Export Sales/Documention Coordinator Rio Del Mar Foods City, STATE,
  • Managed day-to-day operations to include logistics of export/import shipments, freight negotiations, cross docking, inspections, supplier coordination, customs clearance, and all related documentation.
  • Daily verbal and written communication with domestic/international customers, suppliers, production teams, warehouses, carriers, brokers, and vendors.
  • Sales and support including forecasting, price quotes, contract management, brokerage reports, crop reports, and general office management
1997 to 2001
Ingredient Sales Del Monte Foods/Premier Valley Foods City, STATE,
  • Sales of bulk dried fruit, nut, and juice concentrate products to industrial customers.
  • Responsible for constant communication between the customer and production, quality, and shipping teams to provide for uninterrupted flow of finished, in-spec product from the plant to the customer.
  • Resolved scheduling conflicts, line-time conflicts, fruit availability, and transportation issues.
  • Developed strong customer/broker relationships through daily communication assessing their needs, disbursing appropriate information, and problem solving.
  • Prepared contracts, approved invoices, managed inventory and replenishment shipments to forward warehouses, monitored packaging inventories, contract management, and preparation of monthly reports for management.
  • Worked with Marketing and Purchasing Managers to develop new packaging material/label changes.
1995 to 1997
Sales Manager - Industrial Ingredients Dole Dried Fruit & Nut City, STATE,
  • Developed new business, communicated market pricing, negotiated contracts, and settled claims for key national accounts. Represented department through market trips, trade shows, customer visits/plant tours, and audits/inspections.
  • Accumulated market information through communication with customers, brokers, traders and shared this information with upper management to develop pricing and sales strategies.
  • Managed daily activities of two sales representatives, three sales coordinators, and nine brokers for Western United States and Canada. Corporate point of contact for cereal and baking manufacturers. Responsible for 60M pound sales volume.
Education and Training
Expected in to to
Bachelor of Science: Agricultural Business Management
California State University, Fresno - ,

APICS CLTD - Certified iin Logistics, Transportation & Distribution

C.O.L.O.R.S. Observer

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Resume Overview

School Attended

  • California State University, Fresno

Job Titles Held:

  • Customer Service Analyst 2
  • Export Sales/Documention Coordinator
  • Ingredient Sales
  • Sales Manager - Industrial Ingredients


  • Bachelor of Science

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