Innovative Customer Service OTC Manager who effectively executes process changes to improve operational efficiency. Great emphasis on team building, deduction resolution and prevention.
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Developed and implemented policies, procedures and process improvement initiatives to improve and increase customer satisfaction. Results oriented with ability to motivate employees and achieve optimum performance of order management, deduction resolution and prevention. Worked on JD Edwards system final system implementation of WMS, OTC activities for a global shared service center of operations.
Successfully managed data systems of Customer Master, Item Master, EDI and customer pricing. Maintained KPI database of daily tracking of order fulfillment and shipping operations. Worked on system implementation of JD Edwards Global shared service center of operations in NAM and Europe. Developed SOP's and training globally. Maintained internal Avaya phone systems.
Customer order management, tracking and Inventory management activities. Communication link between Customer Service, Supply Chain, Sales and Sales administration.
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