Seasoned customer service specialist with background in providing advice on diverse customer situations.
01/2006 to Current
Management of all orders from receipt through delivery to customer warehouse and distribution centers Ensure highest level of customer service Active involvement with Sales and the customer to understand timing and volume requirements, to manage the customer's day to day inventory, as well as execution of promotions Responsible for order accuracy, including ensuring the right products are ordered, prices, deals, allowances, method of shipment, shipping platform are applied to the order and adequate lead time is given to ensure on-time delivery to the customer.
Identify and resolve customer order and inventory replenishment issue within the scope and authority of the position.
Monitor and report baseline customer order key performance indicators (KPI), including product availability, order fill rate, inventory turns, store service levels and on-time delivery Maintain active involvement in the execution and follow through of sales/shipping programs (e.g.)display pallets, CPU allowance, direct store delivery, bracket pricing Identify logistics cost reduction opportunities and customer service efficiency improvement and escalate to the appropriate function Communicate with customer finance services, sales, distribution centers and customer related to order management Execute merchandise return, dump and donate as necessary Manage the day to day customer order fulfillment through the generation and utilization of report to communicate product availability issues and recovery information to customer service team, sales and the customer Support on time delivery and identify and resolve transportation issues and preset appointments for customers Lead cross-functional communication with distribution centers, carriers, logistics, transportation, sales, customer and customer financial services as it relates to product availability, product introduction, discontinued products, allocation, extended lead times, to ensure alignment and support order execution Monitor and report baseline customer service key performance indicators (KPI), including product availability, order fill rate, order -to -delivery and promotional analysis Identify cost reduction opportunities and efficiency improvements within the customer base, logistics and/or business unit and align with leadership on implementation strategy.
Make recommendations for process improvements in order to drive efficiencies Analyze data and recognize trends that impact the supply chain in support of continuous improvement.
Provide analysis and recommendations to managers and supervisors in support of account specific initiatives Due to the ever-changing environment of our customers and the PepsiCo organization, responsibilities may change as a result of the business needs, and are not limited to this job description.
Sales Support Representative III01/2001 to 01/2006Chicago, IL
Verification of all necessary signatures for all advertising orders.
Responsible for verification of telephone sales authorization via call monitoring Knowable of Credit policies, in order to determine proper applications Review all sales contracts for accuracy of headings, directories, directory totals, units of advertising Work multiple system reports in order to ensure all processing timeframes are met Claim Resolution: Coordinate customer service claims by pulling taped conversations, retrieving documents from imaging and/or master file and working with the Area Sales Managers Tracked intranet orders sold: supply SBCDO to ensure that all internet sales commissions are paid accurately, setting and tracking of system queries.
Accounts Payable Staff Assistant01/2001 to 01/2003
Monitored and reconciled balance sheet accounts as well as responsible for various monthly and close functions.
Utilized financial software "Peachtree Accounting System" for reconciliation of R.H.
Donnelley's A/P vendors' account.
Backup up front desk receptionist as needed.
Customer Service Representative/Claims Specialist01/2000 to 01/2001United Healthcare Insurance
Serviced United Healthcare insurers by answering extensive phone inquiries on health insurance products and claimant information Processed Medical Claims: Assisted medical providers of United Healthcare claimant information, problem solved claims to appropriate personnel Implemented information system policies and procedures, improving workflow and reducing paperwork Established working relationships with all ancillary departments.
Education and Training
Baccalaureate Degree of Science: PsychologyMay 2003Chicago State UniversityPsychology
Associate Degree of Science: SecretarialDecember 2001Harold Washington CollegeSecretarial
Accounting System, advertising, logistics, order management, Sales
Sales Software: Salesforce.com, TapScan
Public Relations Software: Bacon's Mediasource, Factiva
Desktop Publishing Software: Photoshop, Illustrator, HTML
Activities and Honors
Advisory Board Member, Southside Empowerment Zone Council, 2003-present
Member Leadership Council of Ministerial, Come Alive M.F. Church
President, Women of Vision, Come Alive M.F. Church, 2004
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Companies Worked For:
United Healthcare Insurance
Chicago State University
Harold Washington College
Job Titles Held:
Sales Support Representative III
Accounts Payable Staff Assistant
Customer Service Representative/Claims Specialist
Baccalaureate Degree of Science : Psychology May 2003 Associate Degree of Science : Secretarial December 2001
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