Colgate Palmolive - Customer Service Account Executive Resume Example

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Andrew King

XXXX XXXXX XXXXX XXXX, Marietta, GA 30066

Ph: XXXXX XXXXXXXX

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Summary

ADMINISTRATIVE/CUSTOMER SERVICE REP- 15 YEARS' EXPERIENCE IN OPERATIONS SETTINGS Polished, Administrator offering: Thorough knowledge of: Principles and practices of project management, order entry, Logistics, account management, equipment installation and reporting. Working knowledge of: Mechanical, electrical, and structural schematics and blueprints interpretation; general methods, practices and techniques of mechanical maintenance; materials, tools and equipment commonly used in the area of manufacturing and engineering-including Lean Six Sigma. Skilled to: Plan and prepare cost estimates, organize, coordinate installation projects; lead, train, communicate effectively, both orally and in writing; complete and maintain accurate records; establish and maintain cooperative working relationships with vendors, suppliers, and the public; multitask a variety of assignments by effectively prioritizing. 15 years of experience providing customer support in busy call center environments for manufacturing and technical industry employers. An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty. Strategic-relationship/partnership-building skills -- listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and achieve win-win outcomes.

Skills

Proficient with Lotus Notes, Microsoft Office Su

Experience

Customer Service Account Executive Sep 2013－Jul 2014 Colgate-Palmolive

Manage all sales order related blocks.
Look for direct ship opportunities.
Maximize case fill on all sales orders.
Utilize various reports to monitor and prevent unexpected cuts.
Review stock availability based on product and warehouse assignments; maximize case fill by warehouse.
Make necessary adjustments to meet customer requirements.
Change existing orders when a new material determination record is created or changed.
Accountable for the timely execution of the order fulfillment process on a daily basis.
Back up co-workers on customer coverage to ensure consistent customer service coverage on a daily basis.
Review and recommend order processing changes to streamline the order fulfillment process.
Enforce all commercial policies to ensure our customers are in compliance.
Develop the analysis to identify service failures and make recommendations to resolve the issues.
Put tracking and measurements in place to ensure the desired results are achieved.
Strong knowledge and skills in the order fulfillment proc.

Spare Parts/Inside Sales Coordinator Feb 2013－Sep 2013 Isra Surface Vision － Duluth, GA

Coordinate the activities of field engineers; coordinate customer support requests, prepare quotations for service and spare parts; maintain database of physical spare parts inventory; process shipment of spare parts and handle all customer service relations, process RFQ's (quotes), process RMA's, renew/negotiate price of Service contracts, shipped parts to customers and received in RMA warranty parts.

Sales Support Representative Nov 2012－Feb 2013 Carestream Dental － Atlanta, GA

Process Sales Orders Review paperwork for proper documents Check for discounts and proper approvals per Client discount structure Relay new customer information to customer master for set up Identify leasing and vendor purchases and agreements Generate sales orders in SAP and validate accuracy Set appropriate shipping and billing blocks depending on order type and funding Scan and attach documents to order in Clientele Maintenance and Extended warranty contract review Review contracts sold by contract sales team for accuracy and validity Review contracts created automatically with reference to sales orders for validity Write up credit requests for billing to review and approve when necessary Manually create extended warranties for leasing companies or vendors upon request Monitoring sales orders with shipping and billing blocks for invoicing and shipping purposes.

Customer Service Representative Sep 2010－Jan 2011 Equinix Corporation － Tampa, FL

Handled inbound requests from customers, carriers and sites via phone and email.
Dispatch service, trouble alarm tickets, Escalate emergencies as needed to lead and/or management personnel, Generate and distribute weekly, monthly, and ad-hoc reports.
Key Accomplishments: Managed a high-volume workload within a deadline-driven environment.
Resolved an average of 550 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy, volume).
Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity.

Associate Administrator Jun 2008－Jul 2010 L-3 Communications

St.
Petersburg, FLCreated workflows in SMARTEAM (document repository) for part maintenance, bill of materials (BOM), engineering change order (ECO) requests, and other business related processes.
Helped prepare training materials and conducted training to other administrators and SMARTEAM users.
Under direction, installs, configures, maintains, supports, and optimizes all PDM installations across the enterprise while analyzing and resolving user SMARTTEAM issues in a timely and accurate fashion.Coordinate interdepartmental activity with Quality Assurance, Manufacturing, Purchasing, Engineering, Logistics, and Contract Administration.
Member of the ISO internal audit team.

Jan 2008－Jan 2010

Global Logistics Coordinator Apr 2006－Jun 2008 L-3 Communications － St. Petersburg, FL

Created customer sales orders; worked closely with shipping and inventory control department to ensure customer received on time delivery, ensured proper packing of various customer materials, responsible for the efficient flow of product and record retention, issued return material authorization (RMA) to customers returning damaged or defective materials.
Recognized for high-quality work, organizational strengths and exceptional customer service delivery.
Praised by supervisor for excellent performance.

Customer Service Representative Oct 2004－Apr 2006 L-3 Communications － St. Petersburg, FL

Handle customer inquiries, complaints, billing questions and payment extension/service requests, provide quotes for spare parts and service.
Calm irate callers, repair trust, locate resources for problem resolution and design best-option solutions.
Interface daily with internal partners in accounting, field services, new business and operations.Key Accomplishments:.
Helped company attain the highest customer service ratings (as determined by external auditors) -- earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.
Became the lead "go-to" person for new reps and particularly challenging calls as one of the company's primary mentors/trainers.
Recognized as "#1 Customer Service Rep" (out of 20 reps in division) in Fall 2005.
Ranking was based on accuracy, customer service, duration of calls and availability.

Customer Service Representative Jan 2000－Jan 2002 XEROX Corporation － St. Petersburg, FL

Responsibilities included; taking supply order for customers, ensuring customer received orders in a timely manner; resolved customer inquiries regarding supply orders; ensured customer satisfaction from the time of initial customer order to the time of delivery.
Recognized for high-quality work, organizational strengths and exceptional customer service delivery.
Cultivated positive and enduring relationships with customers.

Customer Service Representative Jan 1998－Jan 2000

AAA Auto Club South Proactively processed member requests for roadside assistance in a timely manner; Kept members informed of the status and progress of their service requests; diffused high-tension situations ;worked closely with dispatchers.
Promoted to CS trainer after being with the company for 6 months.

Education