Sr Customer Support Specialist resume example

Manage and drive team goals, processes, communication, work force planning, metrics and reporting.

Work closely with other department managers to release new products, learn product updates, as well as production issues.  Goal is to achieve high performance, meeting and exceeding customer expectations.

Provide ongoing mentoring, measurement, and management of staff.  Including developing training plans to further evolve the teams technical capacity and customer support skills.

Work closely with customer service representatives to provide proactive and reactive support during the customer engagement.

Interact directly with customers to manage and resolve escalations, listen to concerns, feedback and suggestions.

Review bid/contract pricing.  Watching gross margin percent and profit dollars work with top management and customers for approval.  Review terms and conditions.

Process NAFTA, Buy America, and Country of Origin requests.

Review all credits/debits for customers.

Manage order entry, ensuring order integrity on both manually and electronically (EDI) entered orders.

Stay current on Customer EDI Requirements.  Fix incoming errors, interpreting the trading partner requirements, and reading the raw data that is transmitted as necessary.

Develop customer service team in new product software.  We are Microsoft Office proficient, as well as trained in CRM (customer relationship management) and with the QAD ERP system.

Train new employees on ERP system as well as Excel, Word, and ODBC (Microsoft Open Database Connectivity).

Work on continuous improvement teams.  Maintaining quality certification, and developing product for the future.

Daily contact with outside sales, processing orders and requests.

Processed warranty requests.

Worked directly with customer to clear up any late payments.

Worked with manufacturing and scheduled customer releases.

Maintained and developed customer relationships, both internal and external.

Created custom documents for shipment of orders.

Learned product lines, customers, and computer system

Order entry, product quoting, debits and credits, EDI processing and understanding the programming behind the scenes.

Provide technical support on the different products manufactured.

Developed highly empathetic client/customer relationships and earned reputation for exceeding expectations.

Successfully managed the activities of 10 team members in multiple locations.

Reduced amount of employee overtime by completely by effectively delegating tasks and customer accounts.

Maintained a group of customers, assisting, entering orders, providing technical information, and anything else that was required.

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Ran reports daily and contacted customers that went beyond their term agreement.  Collecting payment or making arrangements for payment.

Daily contact with outside sales representatives, distributors, and customers.

Order entry.

Price quoting on modified products.

Provided technical support on product.

Daily contact with customers, distributors, and sales personnel. Provided product information and technical support.

Handled pricing and delivery questions.

Expedited customer orders with material planners while working daily with purchasing and manufacturing in planning.

Purchased the brand label products.

Handled warranty and repair issues Member of continuous improvement teams.