Specialist, Customer Service Resume Sample
Cortney Hermann
673 Katelyn Courts,
Dallas,
TX
+1 (555) 870 2865
Work Experience
Specialist, Customer Service
10/2015
-
PRESENT
Phoenix, AZ
- Accountable for driving operational excellence and improving customer centric partnerships through the execution of premier service delivery
- Manage customer expectations by clearly communicating our commitments to the customer (ie. delivery dates or problems resolution) and by promptly updating the customer with changes in status
- Recommend process changes to increase efficiency of operations and service to customers
- Comprehend and follow well defined and documented systems, related instructions and operational procedures
- Develop and maintain pro-active business relationships with customers, Key Account Management (KAM) decision makers and sales representatives
- Assists in the Contract Through Distribution program of North America Adhesive General Industry (AG) by processing distributor rebates timely and accurately and communicating any discrepancies to all responsible parties
- Investigates and helps resolve rebate errors in order to provide distributors the correct rebate amount
Specialist Customer Service
01/2013
-
06/2015
Houston, TX
- Collaborates with Finance team to resolve credit/deduction concerns
- Support the Customer Service Team in North America by processing the cases that are emailed to the designated mailboxes by either the Customer Service Representative in North America or by the Henkel customer
- Enter orders (received from Salesforce, outlook, Web Portals) and process customers’ requests (such as document retrieval/International Paperwork, cancelling of orders) and replying to inquiries (status of order and order tracking)
- Process Electronic Data Interchange (EDI); Return Merchandise Authorization (RMA) / Return Good Authorization (RGA) Entry
- Escalate cases to North America Customer Service Team for further processing of the order / case / inquiry when necessary
- Sales Order Creation & Management
- Enable SO creation by correct and in-time article and price set-up for relevant retail intro date
- Correct and complete entry of all SOs in SAP with confirmed delivery date
Logistics Specialist / Customer Service
11/2006
-
10/2012
Detroit, MI
- VAS / SHAS Updates
- Follow up on all relevant order changes
- Order Tracking & Delivery Management
- Ensure on-time product availability aligned with the calculated cut-off/leadtime retail intro date
- Decide on most efficient ship mode to insure On Time Availability of product in adidas warehouse or at the customer (direct shipment)
- On Time In Full delivery according to Foot Locker’s intake plan
- Ensure all deliveries are invoiced in a timely manner
- Ensure all product is delivered to the highest possible standards – packaging, labels etc
Education
Heidelberg University
2001 - 2005
Bachelor's Degree in Business Administration
Professional Skills
- Receive inbound calls to assist insureds with underwriting, process and billing inquires while making changes to policies as needed, documenting our agency management system and setting follow suspense's if needed
- Strong verbal and written communication skills, including exceptional phone skills
- Good organizational, time management, problem solving skills and interpersonal skills
- Strong interpersonal skills; ability to successfully work in a team environment and demonstrate leadership
- Excellent attention to detail, written and verbal communication, time management and organizational skills
- Strong client service orientation and interpersonal skills
- Excellent communication skills (Orals and Written)
How to write Specialist, Customer Service Resume
Specialist, Customer Service role is responsible for training, research, benefits, interpersonal, leadership, marketing, retail, finance, credit, shipping.
To write great resume for specialist, customer service job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Specialist, Customer Service Resume
The section contact information is important in your specialist, customer service resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Specialist, Customer Service Resume
The section work experience is an essential part of your specialist, customer service resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous specialist, customer service responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular specialist, customer service position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Specialist, Customer Service resume experience can include:
- Team player with conflict resolution skills
- Advanced communication skills with the ability to provide clear, structured ideas and high quality information
- The ability to work effectively and informally with the internal cross functional delivery teams, service partners and with the customer
- The ability to work effectively and informally with the internal cross-functional delivery teams, service partners and with the customer
- Demonstrate a proven ability in the use of Microsoft Office Packages and other software applications
- Commodity sales or shipping document experience in mining and metals industry, especially in copper
Education on a Specialist, Customer Service Resume
Make sure to make education a priority on your specialist, customer service resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your specialist, customer service experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Specialist, Customer Service Resume
When listing skills on your specialist, customer service resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical specialist, customer service skills:
- Good interpersonal skills and ability to take initiative
- Demonstrated experience working within an environment requiring sensitivity and consideration in relation to confidentiality and privacy
- Experience in Marketing or Sales ideally in a Sport Goods Industry
- Effectively use of Microsoft Word, Excel and Outlook
- Experienced in managing or coordinating with third party logistics providers
- Experience of providing customer support in the field of customer service, sales or logistics
List of Typical Experience For a Specialist, Customer Service Resume
1
Experience For Specialist Customer Service Resume
- Communicates with responsible parties, as appropriate, ensures all internal efforts are exhausted prior to referring the account to an external agency
- Ensure customer’s enquiries are serviced in professional manner and delivers excellent service through communication and team work
- Manages the end to end customer experience to ensure satisfactory resolution-Provides exceptional customer service to both external and internal customers
- Accepts and processes customer orders and change orders in accordance with procedures including; contract review and confirmation of pricing and delivery dates
- Ongoingly manage internal & external expectations concerning feasible delivery dates and other issue resolution
- Create & maintain a win-win feeling for all involved stakeholders
- Coordinates and leads project meetings between customers, sales and engineering as required
2
Experience For Senior Specialist Customer Service Resume
- Process order modifications, obtains necessary price approvals and generates PO and supporting documentation required for all orders
- Identifies and resolves order processing, systems related issues, and resolves issue for the costumer, related for the logistic order
- Do regular opening test calls and Immediately report any technical issue that might affect operations
- Lead the administration of SOP (Standard Operating Procedures) and WI (Work Instructions)
- Communicate claims for non-compliant deliveries to factories via the Liaison Officers
- Returns Management & Clearance
- Manage Reverse Logistics and creation of credit notes
- Customer Service / Relationship Management
- Establish trust in the fulfillment capabilities of the adidas Group
3
Experience For Transportation Specialist / Customer Service Resume
- Coordinate with compliant team for the customers complaint
- Coordinate with quality team and customer for the FCA/FSN
- First point of contact for the distributor to receive orders, perform the price and history check on the orders. Send the orders to Central Customer Service team for further processing for all countries except licensed countries
- Develop assigned assigned customers, tap full potential and manage all interfaces towards adidas respecting the
- To contact Global CS and team for customer service update regular status and follow up
- To maintain & support Global BI to key user for wholesales division as key contact person
- Wholesales regulation update by adidas sales policy and global standardization
4
Experience For Logistics Specialist / Customer Service Resume
- Customer service and inside sales / via telephone, email and website. Direct communication with customers, providing product and technical information and promptly responding to requests and answering questions
- Review open order report daily, coordinating shipments as required
- Manage Vendavo submissions for pricing
- Manage credit hold and credit release for customer orders
- Create and package proposals and quotes
- Coordinates deliveries of samples, prototypes or customer supplied parts to and from customers
- Manage customer SMI/VMI reports and coordinates shipments in time to meet customer inventory demands
- Supports administrative assistant activities when needed
- Researches and maintains data in systems
5
Experience For Sales & Marketing Specialist Customer Service Resume
- Accountability for Region North Countries (Colombia, Perú, Ecuador, República. Dominicana., and Guatemala)
- Sales order management of all portfolio of products
- Responsibility for the logistical customer service level
- Drive against specific KPI’s from workflow tools to improve standards and service results, following through on improvement opportunities wherever possible
- Achieve agreed department KPI’s to drive superior service delivery
6
Experience For Senior Specialist, Customer Service Resume
- Contribute to the team’s continuous improvement initiatives and targets
- Collaborates with managers in the identification, prioritization,planning development, coordination, support, and execution ofhigh-impact plans for effective and sustainable cost savings
- Maintains communicating courteously with customers’ related stakeholders by telephone, email, or letter
- Ensures accurate entry through knowledge of client’s items/policies for proper delivery to the customer
- Check for updates from the Knowledgebase and encourage the team to regularly refer to the site
- Coordinate with Workforce for unscheduled pull outs but are necessary to happen customer complaint,
- Man the helpline as scheduled to give assistance to associates
- Daily management of all operational processes to ensure that quality, efficiency and productivity standards/targets are met. Does frequent MBWA to manage the floor
7
Experience For Senior Project Specialist, Customer Service Resume
- Ensure coverage on normal shifts, holidays or when there are trainings. Acts as Manager on Duty during weekends and/or in the absence of the Operations Supervisor
- Coordinate with Planners on shipment schedule to follow up on timely and accurate order processing
- Manage billing process and generate commercial invoices
- Ensure with Finance on the correctness of prices on invoices
- Ensure streamline of system transaction from source plant to destinations
- Coordinate with third party logistics providers to prepare required shipping documents. Ensure completeness of shipping documents that meets requirements by destinations
- Coordinate with destination plant on special requests to meet requirements
8
Experience For Engagement Specialist / Customer Service Resume
- Manage claims process. Escalate to relevant parties on investigation. Perform supply chain reversal transactions and collate documentations as required
- Attend and resolve problems arise from orders processing / shipment with various internal teams. Escalate technical issues to the right responsible for resolution
- Goals and Objectives: Reduce company churn by assisting customers with publishing 1 to 3 page sites. Complete assigned outbound calls in an efficient manner. Resolve the customers concerns Uncover reasons for cancels Track all customer contact using assigned system
- Apply Oakley Canada’s dealer & consumer policies
- Good team player who are mature and responsible, proactive and able to work independently, with ability of multi-tasking, working under pressure and tight deadline
- High competency in problem solving and the skill to know relevant criteria and when to escalate to management levels
- Mature, responsible, proactive, Team Player
9
Experience For Credentialing Specialist Customer Service Resume
- Pro-active approach to avoid repetition of fulfilment issues
- Perception created to all parties is one of competence, reliability, efficiency, authority
- The willingness and aptitude to quickly become conversant with the ADVA technologies and their platforms
- Answers the phone line in a timely manner (per performance standard guidelines stipulated in the contract), documents all information in the company’s documentation system
- Interaction with operations, finance, materials and internal engine centers to ensure the customer’s part value is optimized and turn time is within contract
- Maintain high quality, timely and accurate credentialing processes of medical and allied healthcare professionals per CPC policy and procedure
10
Experience For Deployment Specialist Customer Service UK & Ireland Resume
- Assist in the credentialing process by entering/logging/scanning information into credentialing system for initial, updated, add on applications and maintenance processes
- Responsible for collecting and verifying patient demographic information for the purposes of ensuring timely collection to support the hospital financial goals
- Acts as liaison with MSO as point person for completing and ensuring compliance and delivery of required information to clients in a timely manner
- Process and maintain credentialing and recredentialing in accordance with CPC policy and procedure, Joint Commission standards, State and Federal Regulatory regulations
- Monitors, reports and performs collections activities for the purposes of collecting large balances owed to Florida Hospital
- Establishes payment arrangements and coordinates flow of Self-Pay accounts in a professional manner; has regard for dignity of all patients and family members
- Maintains or exceeds performance and productivity standards, as it relates to the Predictive Dialer Statistics
- Maintains or exceeds collection standards/goals. Responsible for collecting on past due or delinquent accounts in order to bring current and consistently resolving favorably by collecting what is owed to Florida Hospital
List of Typical Skills For a Specialist, Customer Service Resume
1
Skills For Specialist Customer Service Resume
- Experienced in using SAP system. OTC/SD module is preferable
- Demonstrate willingness to learn through accepting new projects and assignments as needed
- Handle multiple priorities including customer inquiries, order changes, sample orders, product returns and product shortage resolution
- Complete reviews of issued business for validation of contests
- Related experience in agency customer service
- Experience in Logistics & customer service position, preferably logistics, supply role in an international company
2
Skills For Senior Specialist Customer Service Resume
- Related customer service, call center or help desk experience
- Customer Service, Sales Support, or related field experience
- Experience in an Administrative role, Customer Service role, or related role
- Assisting in resource planning -- planning and monitoring leaves, issuing PIP, warnings, etc
- Working as a key user and/or tester in system- and process-based IT projects, as well as updating and adapting the test scenarios
- Working closely with all relevant ADVA departments (Account Management Team, System Consulting, Manufacturing, Technical Service and Customer Focus Team)
- Ensuring that defined procedures are being followed in the process
3
Skills For Transportation Specialist / Customer Service Resume
- Developing & following-up on Action Plans for poor performers
- Participating and driving business improvement activities as required from time to time
- Preparing reports as required by the Manager, Marketing Services
- Reviewing customer requirements in consultation with the Senior Key Account Managers and working together to define the respective service level
- Providing the Senior Manager Customer Service with support in projects and workshops with a view to achieving departmental goals
- Assisting customers with orders, new customer setups, incident processing and overrides
- Having a positive attitude when dealing with internal and external customers
- Processing of policy transactions
- Providing feedback to associates on internal and external errors reported
4
Skills For Logistics Specialist / Customer Service Resume
- Taking updates sessions whenever required
- Taking refresher sessions on high frequency or critical errors
- Updating logs, reports and process documents
- Suggesting Process/Productivity/Quality Improvement ideas
- Interacting with client process experts for query resolution
- Preparing shift level rosters as per defined frequency
- Providing sales support for sales route changes, and out of business account maintenance
- Responding to RNDC “Contact Us” Inquiries
- Participating in management of banking relationships
5
Skills For Sales & Marketing Specialist Customer Service Resume
- Sourcing Operations, LOs, and factories
- Forwarding new customer set-ups and customer master data change requests from customers and sales team to CMD managers in Finance
- Actively coordinating with the Mongolian site in ensuring timely scheduling and customer deliveries are being acted upon
- Ensure high staff level through coaching and development, working with HR Talent team to devise individual training plans in order to ensure high performance
- Efficiently manage team attendance (absenteeism and tardiness) including serving of coaching logs and disciplinary actions
- Ensure customer satisfaction through ongoing interaction and building of rapport with customer accounts, sales personnel, and internal supporting departments
- Responsible for taking and publishing meeting minutes of project meetings, as needed
6
Skills For Senior Specialist, Customer Service Resume
- Knowledge of personal lines coverage forms, products, pricing tools and underwriting criteria
- Attend E2E outbound process (Stock visibility, confirmation, Booking In, Shipping Instructions, Reports)
- To manage day to day customer service activities of fulfilling and solving internal and external customers & sales requests and conflicts
- To support Sales' KAM and field force with visits to key customers in pursuit of increasing sales and aligning service expectations
- Generation of weekly and monthly reporting and tracking of key metrics
7
Skills For Senior Project Specialist, Customer Service Resume
- Responsible for participating in extensive collections and customer service training to support patient satisfaction targets
- Adheres to HIPAA regulations by verifying pertinent information to determine caller authorization level receiving information on account
- Create an SR for every customer contact, choosing the correct disposition to be used for marketing purposes
- Execute order-entry with high accuracy and follow through including solving problems in a professional and timely manner
- Reconcile orders to ensure the accuracy of information. Indicates discrepancy by tagging with promotion/pricing/etc. a dispute in the system
- Assist in meeting Company and Client /Customer objectives by understanding sales volume, profitability and incremental growth opportunities for each brand
- Responsible for understanding and complying with all company policies and procedures
8
Skills For Engagement Specialist / Customer Service Resume
- Direct Reporting to Region North Planning and Operations Manager
- Review incoming correspondence and draft written communications in response to service requests
- Keep records of customer interaction and transactions, documenting details of conversations, as well as actions taken
- Make recommendations related to systems, procedures and workflows to gain efficiencies and meet changing customer needs
- Make sure that all new business payments are submitted to the carrier for processing and policies have been issued and have downloaded
- Proactively reaching out to vendors to encourage participation in the Optifreight program
- To ensure sales orders of appointed customers are released on time monitoring with OF
9
Skills For Credentialing Specialist Customer Service Resume
- To Ensure Customer Master Data is being mantained properly
- Ensure accuracy in Warehouse Planning to help operations to be be more efficient
- Responsible for visibility and delivery strategy according business strategies
- Ensures accurate processing of sales orders and maintenance renewal orders
- Maintain pricing control points
- Develop and sustain professional working relationships with customers and within the company
- Is responsible for: - analyzing errors reported by client
10
Skills For Deployment Specialist Customer Service UK & Ireland Resume
- Provide assistance to customers by offering to create a 1 to 3 page website
- Contact all customers who have purchased and not yet published a site using a Lead list
- Provide customers with any Web.com material that would assist them in making future edits and updates to their sites
- Customer Focus: Provide customer service using results-orientation and quality practices
- Teamwork: actively promote learning among the team and works cooperatively with others to identify and overcome obstacles
- Addresses and manages all aspects of customer account including complaints, issues, and other complex inquiries directly with customers
- Guides information gathering, analysis, and investigation and develops documentation for customer account management
- Anticipate, recommend, and facilitate customer service and training needs
- Works with production, sales, shipping, warehouse, or other groups as needed to meet established service levels
List of Typical Responsibilities For a Specialist, Customer Service Resume
1
Responsibilities For Specialist Customer Service Resume
- Operational experience working in a copper mine field
- Skilled & fluent with current office IT tools
- Customer service experience required
- Masters of Arts or Masters of Science in (MA/MS) in a related field, coupled with 2-5+ years’ experience
- Experienced in customer service function that involved order-to-cash (OTC) activities
2
Responsibilities For Senior Specialist Customer Service Resume
- Experienced in 3rd party customer order management, and Letter of Credit requirements
- Assist in planning, developing, implementing process and documentation of processes during migration
- Assist in establishing, reviewing, and implementing quality controls and reviews during migration
- Problem Solving and Decision Making: Identify root causes to problems, recommend solutions, and take action to resolve concerns
- Support Sports marketing in processing of promo orders
- Influences others regarding policies, practices and procedures
- Works closely with customers, providing information about variety of orders and services
- Flexible, resilient and resourceful to adapt to a constantly changing & high pressure environment
3
Responsibilities For Transportation Specialist / Customer Service Resume
- Special Handling coordination for new enquiries and changes
- To support Speed program of following up our sales feedback and global input
- To act as the go-to person for internal and global regarding all needed support
- Actively driving risk and compliance related activities as required by Rio Tinto and Oyu Tolgoi policies
- Be the link between broader Sales & Marketing team and Customer Services team
- Responsible of the weekly/monthly team meeting format and agenda to ensure sales business objectives by efficient process
- Maintains or exceeds audit standards on established goals
- Maintains effective communication with other CS reps, supervisors, customers, and sales team in the resolution of complex issues and follows up with the affected parties to communicate resolution and/or plan of action
4
Responsibilities For Logistics Specialist / Customer Service Resume
- Efficiently handles all customer issues to meet departmental goals
- Intensive communication with the Senior Key Account Managers in order to plan and develop the KAM processes
- Customer visits in order to discuss current topics and gain greater insight into the organisations and business requirements of these customers
- All of the tasks outlined in the job description for the Senior Specialist Customer Service also apply (see page 3)
- Cross sell or up sell additional products
5
Responsibilities For Sales & Marketing Specialist Customer Service Resume
- Adhere to all metric goals such as number of leads dialed, site publishes, idle time, and AHT as assigned by the supervisor
- Effective Communication Skills - Strong verbal, written, and interpersonal communication skills in order to effectively explain the benefits of Network Solutions and pricing while projecting a positive company image
- Continuous Improvement and Managing Change: Able to function effectively in rapidly changing, high-pressure environments and continually improve personal performance and demonstrate best practices
- Attention to Detail: Process customer requests accurately, thoroughly and in a timely manner
- Flexibility and Personal Development: Demonstrate willingness to learn and improve skills through openness to constructive feedback, active participation in training and ready implementation of new processes and procedures
6
Responsibilities For Senior Specialist, Customer Service Resume
- Self-Management: Respond appropriately in a work environment, escalating concerns through acceptable channels, and resolving outside concerns that interfere with productivity
- Handle basic accounts receivable inquiries such as acct balances, invoice copies, available credits, statement copies and basic credit law
- Review and process approved pick-ups, mis-ships, credits, etc
- Obtains management approval for orders on allocated or ― Frozen products
- Support Continuous Improvement: Behaviors which result in the improvement of existing processes leading to greater efficiency. It also includes the implementation of change
- Solve Problems Through Collaboration: Behaviors which involve using metrics and information, and gathering input, to make decisions. This includes effective business judgment and critical thinking, as well as having a systematic perspective of the business
- Execute Results - Administrative: Behaviors which involve accomplishing goals, ensuring accuracy, timely completion of tasks, etc
- Plan and Prioritize: Behaviors which lead to efficiency in use of own time, and enable flexible response to changes in priorities. This competency includes identification of priorities and actions that have the greatest impact on outcomes and business results
7
Responsibilities For Senior Project Specialist, Customer Service Resume
- Communicate Effectively: Behaviors that involve creating clear and open lines of communication – keeping people informed, being an active and involved listener, and communicating clearly and consistently
- Deliver Customer Satisfaction - Administrative: Behaviors that involve direct interaction with external customers (trade/market) and internal RNDC customers that lead to increased customer satisfaction. Includes creating a culture of customer excellence, developing strong working relationships, being proactive and a good business partner
- Acting as the key contact for customers’ inquiries about order and delivery status, change requests, returns and claims, with communication through telephone, email, and customers’ B2B portals
- Compiling various order-related analyses and reports at the request of customers, sales reps or other related internal teams, concerning customer’s open order book & order conversion, returns and claims tracking, monitoring of cancellations and credit/delivery blocks, launches, pre-pack promotions, etc
- Support Sports marketing in the processing of promo orders
- Special Handling coordination for new inquiries and changes
- Global functions such as Global Logistics/Sourcing/SCM, GDM, GIT
- Minimal oversight from manager
8
Responsibilities For Engagement Specialist / Customer Service Resume
- Manage internal and external stakeholders towards smooth customer service operations
- Result driven and organized individual
- Acting as key contact for customers’ inquiries about order and delivery status, change requests, returns and claims, with communication through telephone, email, and customers’ B2B portals
- Provide input for process design and other implementation activities
- Manual entry of practitioner data
- Primary Source Verification of selected items
- Coordinating with multiple ADVA internal departments, 3rd Party Service Partners & Sub-Contractors in the delivery and installation of complex technical installations
9
Responsibilities For Credentialing Specialist Customer Service Resume
- Develop/update Fashion Account Fact Books and Strategic Account Plans according to the customer portfolio mapping strategies
- Maintain all Installation & Commissioning (I&C) related transactions and documentation and ensure that the integrity of the data is always accurate
- Participate in cross-training employees across the department
- Understands fully the processes and procedures used for Optical Spectrum Access (OSA)
- Being hands on and paying high attention to detail in carrying out the coordination of all resources to deliver a total quality customer installation.Comprehensive and professional planning
10
Responsibilities For Deployment Specialist Customer Service UK & Ireland Resume
- Deployment communication and documentation, reporting and quality assurance
- Provide the highest level of customer service to new and existing customer accounts through sales support and account management activities
- Activities, schedule, resources plan and risk assessment
- Monitor customer order patterns and adjust orders in accordance with company practices, policies and management directives
- Conduct the fashion CSS, feed back results to the accounts and derive action plans
- To manage our store master operation such as IT integration, global input, new store set up and status management
- To Build store set up as global standardization by global project such as F-sodo, wholesales store data onboard project etc
- To proactively manage account payable process to update and maintain the store register monthly
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