SUMMARY:

• Highly personable Account Manager, Customer Service Manager Professional with over Fifth teen years of experience in account management, claims, purchasing and sales processing, shipping & receiving and call - center operations within the promotional product, manufacturing industry and 3PL.
• Demonstrated ability to gain customer trust and provide exceptional follow-up, leading to increased repeat and referral business.
• Track record of assisting in the design and implementation of reporting procedures that reduce labor costs and improve customer-satisfaction ratings.
• Expertise in resolving escalated customer service issues.
• Provide daily support to customer service team, sales and inventory, and production directly.
• Daily KPI’s tracking for CSR’s and Sales.
• Secured numerous company achievement awards for delivery of exceptional customer service.
• Collaborate with Management to create strategic plans to enhance customer satisfaction. Provide employees with tools to maintain and increase service levels to both internal and external customers.
• Work closely with other departments to promote sales contests, clarify information, and distribute reports. Gather, analyze, and report daily/weekly/monthly sales, service and inventory statistics.
• Multi-tasking individual, detail oriented, and Bilingual a plus (Spanish/English).
• Microsoft Office System (including Microsoft Word, Microsoft Excel, Microsoft PowerPoint®, and Microsoft Outlook®).

TECHNICAL SKILLS:

• Act, 
• AS400,
• EDI, 
• Oracle,
• LogFire, 
• QuickBooks, 
• Peachtree, 
• Great Plains, 
• Synapse, 
• SAP, 
• Softpoint

PROFESSIONAL EXPERIENCE:

Confidential, Rancho Dominguez, CA

Customer Service Manager

• Manage a staff of 35 customer service representatives.
• Support three Operations Manager’s and three Facility Managers with daily production and activities.
• Able to manage over 50 accounts within the partnership of APL and Tricap.
• Retail chains: WalMart, Target, Kmart, Sears, HomeDepot, Polaris, Avenue, Chicos, Asics, Hanes, PacSun, TKMaxx, Perry Ellis, McCann Bros., American Eagle, 4Moms, BeBe, Dillards, Nordstrom, RoseTree, etc.
• Daily productivity reporting with managers and staff for projections on containers. Average 500 a day.
• Help start the Import Dept. and train 5 new employees to the industry terminology (terminals).
• Manage Import/Export containers.
• Email all customers daily availability report.
• Train with each CSR and wrote the SOP for each account. Implemented the following procedures.
• Track orders via EDI and email status update to our customers.
• To ensure Purchase Orders and ASN’s were entered in a timely manner.
• CSR’s will be assigned exclusive customers, while possessing knowledge of all customer accounts and processes.
• CSR will be responsible to ensure that the order flow from Customer to DC arrives timely through mail, fax, email or electronic means.
• CSR will perform all necessary logging procedures onto all required documents provided by the 3PL.
• CSR will ensure that every order obtained by any means will have explicit shipping and packing instructions cleared notated.
• Communicate back to customer regarding additional instructions or clarifications to specific orders, prior to execution of individual orders.
• CSR will ensure that all shipping labels provided by customers are accurately and supplied prior to order processing
• CSR will communicate Start Dates and Cancel Dates to the appropriate DC staff and also offer solutions to the DC staff by communicating variances back to the customer if so required.
• CSR will generate all necessary WM picking documents as required by 3PL management through WMS systems.
• CSR will validate inventory on hand and communicate any discrepancies back to the customer once validated by 3PL inventory management.
• CSR will update all documents that require addendums for inventory correction/changes or substitutions as directed by the customer or 3PL Inventory Management.
• CSR will communicate directly with Routing/Shipping departments in reference to any order that requires such intervention.
• CSR will communicate back to the customer the status of any order if required by the customer. CSR will also notify customer of any issues that could prevent the order from being completed as directed through WM management.
• CSR will communicate to all parties involved that the order has been successfully processed.
• CSR will complete all paperwork and required documentation after the order has left the DC.
• CSR will maintain all Hard Copy Customer History Files as dictated by the Customer and 3PL management. 
• Train all CSR’s to process the domestic dispatch report and scheduled each pickup with carriers.

Confidential, Rancho Dominguez, CA

Customer Service Lead

• Responsible for a $77 million dollar account.
• Support the Operations Manager with daily production and activities
• Manage a staff of 4 customer service representatives 
• Enter orders on a daily basis to ensure deadline to be met.
• Track orders via EDI and email status update to our customers
• Establish a win- win relationship with customers.
• Specialize in shipping internationally and domestic.
• Email customer three times a day on container/import availability. Work closely with Pac9
• with drayage and HOT containers. Average 20 containers a day/night.      
• Ensure all proper documents for domestic and international are filled properly.
• Work closely with inventory and production to ensure product in our warehouses.
• Update orders for invoicing.
• Process reports on a daily basis, analyze sales, and product inventory.
• Responsible to close the end of the month on a timely manner.
• Support in recruiting new employees, training in the industry terminology.

Confidential, Houston, TX

Customer Service Manager

• Responsible for a $87 million dollar business
• Manage and support a team of 15 -30 Sales Representatives
• Manage a staff of 7 customer service representatives
• Manage new leads and escalate to new business.
• Enter orders on a daily basis to ensure deadline to be met.
• Accept orders by phone, email or fax. 
• Track orders and email status to customers and sales representatives.
• Establish a win- win relationship with customers.
• Specialize in shipping internationally and domestic.
• Ensure all proper documents for domestic and international are filled properly.
• Work closely with purchasing, inventory and production to ensure product in our warehouses.
• Update orders for invoicing.
• Perform other supervisory responsibilities as appropriate.
• Process reports on a daily basis, analyze sales, and product inventory.
• Responsible to close the end of the month on a timely manner.
• Support in recruiting new employees, training in the industry terminology.
• Process CMPR and returns for customer credits or issues on invoices.
• Manage two different affiliated companies.

Confidential, Commerce, CA

Account Manager

• Responsible for a $20 million dollar business.
• Data Entry, Purchasing ERP system, Collections and Invoicing.
• Give estimates over the phone or email.
• Create shipping documents for orders to be shipped, according to the order.
• Follow up on orders with distributors and vendors.
• Give rate quotes from eight carriers: UPS, Fed Ex Ground, Fed Ex Air, Fed Ex International, DHL, Motor Cargo, ABF Freight, DHE, Central, Daylight, EDI Express, CBS Express, G&H Express, Magic, etc.
• Verifies purchase requisitions by comparing items requested to master list; clarifying unclear items; recommending alternatives for raw materials.(Ex: caps, water, trays, plastic, preforms, paper and office supplies.)
• Forwards available inventory items by verifying stock; scheduling delivery.
• Prepares purchase orders by verifying specifications and price; obtaining recommendations from suppliers for substitute items; obtaining approval from requisitioning department.
• Obtains purchased items by forwarding orders to suppliers; monitoring and expediting orders.
• Verifies receipt of items by comparing items received to items ordered; resolves shipments in error with suppliers.
• Authorizes payment for purchases by forwarding receiving documentation.
• Keeps information accessible by sorting and filing documents.
• Provides purchasing planning and control information by collecting, analyzing, and summarizing data and trends
• Input tracking number in the sales order and invoiced orders the next day.
• Place and execute orders with vendors for our raw materials.(Ex: caps, water, trays, plastic, preforms, paper)
• Establish a win to win relationship with vendors and distributors.
• Check all freight bills in the system and compared to the amount that was purchased.
• Place claims through carriers and followed up on a consist basis for credit.
• Instrumental in improving customer satisfaction ratings through suggestion, development, and implementation of new reporting procedures.
• Increase employee knowledge by assisting with development and implementation of product awareness program.
• Accomplishes marketing and sales human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Achieves marketing and sales operational objectives by contributing marketing and sales information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying trends; determining system improvements; implementing change.
• Meets marketing and sales financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
• Determines annual and gross-profit plans by forecasting and developing annual sales quotas for regions; projecting expected sales volume and profit for existing and new products; analyzing trends and results; establishing pricing strategies; recommending selling prices; monitoring costs, competition, supply, and demand.
• Accomplishes marketing and sales objectives by planning, developing, implementing, and evaluating advertising, merchandising, and trade promotion programs; developing field sales action plans
• Identifies marketing opportunities by identifying consumer requirements; defining market, competitor's share, and competitor's strengths and weaknesses; forecasting projected business; establishing targeted market share.
• Improves product marketability and profitability by researching, identifying, and capitalizing on market opportunities; improving product packaging; coordinating new product development.
• Sustains rapport with key accounts by making periodic visits; exploring specific needs; anticipating new opportunities.
• Provides information by collecting, analyzing, and summarizing data and trends.
• Protects organization's value by keeping information confidential.
• Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
• Accomplishes marketing and organization mission by completing related results as needed
• Enhanced employee performance and attendance through daily mentoring, one on one discussions and motivational strategies.
• Received outstanding positive comments from team members on employee reviews, as well as exceptional feedback from senior management.
• Promoted to Sales Manager and increased sales by 60%.

Confidential, Los Angeles, CA

Sales Administrative Supervisor

• Responsible for a $5 million dollar business.
• Supervised co-workers in establishing an effective check and balance method in order.
• To ensure timely delivery as well as reduce any errors.
• Supervised three employees.
• Train new hires in order processing, data entry and industry terminology.
• Manage to operate three corporate offices in the U.S.A
• Have grown the business by 50% in the past year due to satisfied customers.
• Place and execute all orders with vendors.
• Verifies purchase requisitions by comparing items requested to master list; clarifying unclear items;
• Order supplies for all three offices and check and balance invoices based on estimate.
• Follow up on best pricing for goods.
• Communicate on a consistent basis with vendors in regards to order status.
• Established a win-win relationship with customers and vendors.
• Achieve a 99% error free rate on orders.
• Assist accounting department on billing and receivables.
• Assist Operations Manager on special assignments.