Hard working, highly motivated sales and Customer Service Professional with over 20 years of progressive experience in managing, planning, and supporting daily operational and administrative functions. Dedicated to maintain customer satisfaction and contribute to company success. Possesses developed management qualities: highly organized, excellent follow up, superior interpersonal, communication and problem solving skills. A consistent overachiever with strong results-focused orientation, demonstrated ability to function effectively in all types of environment including large call centers.
Customer Service Sales
Foodservice and Retail
Complaint Handling & Resolution
Customer Satisfaction Enhancement
Reports & Documentation
Sales Operations Coordinator11/2015 to 08/2017Cytosport, IncWalnut Creek, CA
Responsible for processing orders into Hormel OP system ensuring product numbers, discounts, and pricing are accurate.
Expedite requests for rush orders and alter sales order and shipment data as needed.
Maintain day to day contact with customers and Brokers, responding to email inquiries, and updating them on order status or delivery arrangements.
Develop and maintain cross-functional relationships with internal and external partners, collaborated to find solutions to address issues.
Partnered with the EDI Coordinator to correct transmission errors on electronic orders that prevented lost of sales.
Identified opportunities with Transit Time Matrix Table surrounding Must Arrive by Dates for Walmart and Target customers to help increase on time performance and reduce delivery fees.
By addressing this opportunity, it opened up further discussion and implementation for adjusted transit matrix for other customers with delivery fees.
Developed and implemented Reference Guide/Binder for each Sales Operations Coordinator resulting in cross-training allowing coverage when a teammate is out of the office.
Territory Manager11/2009 to 11/2015Nestle - USAOakland, CA
for the Pacific and Midwest Regions to include professional sports teams (San Diego Chargers, Arizona Cardinals, LA Dodgers, and Portland Trailblazers), Disneyland Resort, Knottsberry Farm, Legoland, and various Regional and National Foodservice chains across the US.
Managed 900+ Broadline and Independent Distributors, Nestle, Dreyer's, Edy's and Haagen-Dazs retail and Foodservice customers.
Process orders accurately into SAP / Imrex (sales orders, samples, donations, and salvaged).
Maintain Customer Data in Marketware / CIC.
Oversaw support team members to ensure all goals and objectives met and assist in any type of issue resolution.
Serve as the main point of contact for customers with product inquiries and issue resolution.
Provide support to Field Sales Team (General Manager, Area Sales Managers, District Sales Leaders, and Route Sales Representatives).
Audit orders daily to minimize order entry errors; reduce customer refusals and avoid return to warehouse.
Prepare weekly reports to address market trends.
Participated and lead weekly meetings with managers and Customer Support Representatives.
Performed training and ongoing mentoring for new hires and current employees.
Coordinate marketing samples, new account setup, and freezer placements.
Attended Warehouse VIP calls as needed to address inventory concerns; Regional issues, and planning/preparation for upcoming holidays.
Maintain cross-functional relationships with departments such as Plants, Warehouse, Production, Quality, Demand Planning, Foodservice Sales Team, Master Customer, and Finance to ensure optimal service levels.
Assist with implementing multiple projects to support DSD Route to Market Optimization; worked with Independent Distributors and Brokers to ensure impacted customers were setup with a new service provider
Binder, Customer Satisfaction, Customer Service, Customer Support, delivery, Documentation, EDI, email, Finance, functional, General Manager, inventory, Teambuilding, market trends, marketing, Market, meetings, mentoring, office, Optimization, order entry, pricing, Problem Solving, Quality, Retail, Selling, Sales, Sales Support, San, SAP, transmission, Troubleshooting, type