SUMMARY

• Business professional with a broad based knowledge of diversified responsibilities and accomplishments in manufacturing and supply chain industries.
• Established acumen in business operations, including project and process orientations in customer service, purchasing, supervision, system implementations and training.
• Committed to providing high quality service resulting in superior customer experiences.

TECHNICAL SKILLS

• Microsoft Office Suite
• Microsoft Teams
• Outlook
• Office 365
• Smartsheet
• PowerApps
• SharePoint
• Lotus Notes
• Dynamics CRM
• Sugar CRM
• GoTo Meeting/Webinar
• Prophet 21
• AS400
• SAP
• JD Edwards
• Plex
• Infor XA
• M3 & Visual Mfg
• PDM
• CAPE
• EDI
• Ecommerce
• PeopleSoft
• Workday
• Dayforce
• Concur
• D & B Credit Monitoring
• LeanDNA
• Customer Portals
• Google Docs

PROFESSIONAL EXPERIENCE

Confidential, Troy, MI

Customer Support Representative

Responsibilities:

• Utilize Infor M3 for customer order, quotation and return processing
• Primary contact for customers and sales reps in Midwest and Ohio territories
• Respond to customer and sales rep requests (Phone, Email, Teams) with accurate information concerning inventory availability, pricing, order status and shipping details, providing one call resolution
• Quickly and effectively solve customer challenges to include following up to ensure remediation
• Assist in reconciling accounts receivables
• Maintain quality control seeking new ways to improve customer service
• Proactively ensure customer satisfaction through the total order fulfillment process
• Manage the Seco online store and EDI administration
• Develops strong and proactive customer focused relationships

Confidential, Madison Heights, MI

Administrative Generalist / Refrigeration Project Coordinator

Responsibilities:

• Prepared refrigerated cooler quotes in Germane quotation system
• Generated supplier and subcontractor purchase orders in Infor Visual Manufacturing system
• Established and prepared the monthly cooler forecast
• Processed installation close outs and invoice receipts

Confidential, Rochester Hills, MI

Packaging Data Assistant

Responsibilities:

• Worked Projects in PDM to create ECO's, models, and BOM's for make and purchase complete packaging items
• Approved and title block stamped supplier packaging artwork in Adobe Acrobat Pro DC
• Utilized CAPE software to obtain optimal stable pallet patterns
• Updated Material Master Data in SAP

Confidential, Rochester Hills, MI

Customer Service Fulfillment Specialist

Responsibilities:

• Processed Industrial Market customer orders electronically via EDI and manually in Plex and Infor XA
• Supported Industrial Account Manager and Inside Sales Coordinator
• Ran and analyzed firm and forecast order reports and validated EDI error reports
• Maintained customer master data, managed material cross reference and sustained customer price files

Confidential, Macomb, MI

Purchasing Coordinator / Expeditor

Responsibilities:

• Prepared and analyzed purchasing and buyer metric reports
• Assisted MRO Buyer with online requisitions and purchase orders
• Assisted Direct Purchase Buyers in analyzing netting reports for PO generation and changes
• Earned the role of Staples Office Supply Buyer
• Temporary Small Business Liaison Officer & Lean DNA System Administrator

Confidential

Excel Administrator

Responsibilities:

• Prepared and distributed quality metrics from non - conformance material reports
• Generated capacity reports and performance metrics to assist manufacturing
• Implemented shop floor training matrix and assisted with capacity planning report

Confidential, Troy, MI

Customer Service Representative

Responsibilities:

• Processed stock standard and private label domestic and international customer orders
• EDI and direct fulfillment order processing for Amazon, Fastenal and Grainger
• Managed customer exception list, generated and distributed Sales Rep commission reports
• Instrumental in new customer set up process; D & B credit check monitoring & sales tax certificates
• Prepared divisional daily credit card report for Accounting and invoice/receipt distribution to customer
• Project team member supporting EPICOR implementation
• Assisted Human Resources with new hire on-boarding

Confidential, Pontiac, MI

Training Specialist

Responsibilities:

• Managed training activities: scheduling, facility coordination, travel arrangements, training matrix, supply ordering, catering management, competency testing and surveys
• Created documentation for required process flows, ensuring integration into QSI
• Project Team Lead responsible for reducing electronic order errors (EDI & Ecommerce) to a 1.35% error rate
• Assisted EDI/Ecommerce Specialist with new implementations, troubleshooting & miscellaneous projects
• Coordinated report generation & analysis; past due/scheduled orders and electronic order errors
• Integral team member with the implementation of a new Customer Service Center, Stafford, TX; March 2015
• Project team member supporting market and project leads for Enterprise Business Platform (SAP transition); process & function training, business fit analysis, migration preparation, data verification, acceptance testing and OTD training within the business unit
• Demonstrated a strong record of accomplishment for working collaboratively on cross-functional and cross-cultural teams

Confidential, Shelby Township, MI

Customer Service Representative

Responsibilities:

• Managed the order entry, return and credit/debit processes in JD Edwards
• Provided sales coordinator activities for key account - Ace Hardware
• Maintained customer accounts to ensure accurate order processing, to ensure SOX compliance processes were followed

Confidential, Madison Heights, MI

Customer Service Representative

Responsibilities:

• Processed customer orders in SAP
• Maintained customer accounts to ensure accurate processing; including maintenance of item proposals and blanket pricing
• Initiated expedited LTL and truck shipments with external carrier

Confidential, Madison Heights, MI

Customer Service Training Specialist

Responsibilities:

• Generated combined system and information technology savings of $8M by coordinating training sessions, resulting in the implementation of an AS400 system
• Instrumental in data migration (AS400 & Ecommerce systems), acceptance testing, coordinated and managed system upgrades to provide continuous improvement
• Prepared and conducted training courses for Customer Service and supporting departments, established working procedures and training documentation
• Subject matter expert in all Customer Service processes and procedures
• Participated in sales blitzes; advised customers of legacy vs replacement products and promotional offerings, assisted with recall notifications and assisted with order, return and credit processing

Confidential

Customer Service Supervisor

Responsibilities:

• Direct order responsibility for $45M in annual business - Direct and Distribution Customer Service Teams
• Standardized processes & initiated actions to ensure optimal response times & conformance to service level agreements
• Resolved escalated customer service issues, conforming to customer requirements
• Prepared and analyzed key indicator reports
• Monitored department contact center, maintaining a less than 1% abandoned call rate
• Relocated and centralized satellite office operations into a restructured corporate Michigan office
• Initiated new hire recruitment and conducted candidate interviews
• Awarded honorable recognition for outstanding customer service from key distributor - MSC

Confidential, Ferndale, MI

Commodity Program Manager

Responsibilities:

• Processed and expedited customer orders and supplier purchase orders & returns in Prophet 21 for the main corporate account, generating $11M in annual sales
• Prepared quotations utilizing commodity management percentage markup
• Facilitated commodity management and sales coordinator operations as key internal contact

Confidential, Madison Heights, MI

Customer Service Representative

Responsibilities:

• Processed customer orders and quotations in home corporate order entry system
• Provided inventory availability, pricing, order status and shipping detail

Confidential, Madison Heights, MI

Inventory Control Clerk

Responsibilities:

• Assisted production control with data entry responsibilities
• Distributed daily, weekly and monthly reports to satellite sales offices