DWK Life Sciences – Vineland, NJ | Customer Service Manager | 06/2025 – 11/2025
- Responsible for streamlining workload within the Customer Service Department in the US and Mexico.
- Responsible for managing 7 direct reports full-time in Mexico and 4 in the US.
- Increased efficiency and team productivity by promoting adherence to operational best practices and company policies.
- Facilitated cross-training to ensure proper coverage was always available to our internal and external customers.
- Built long-term, loyal customer relations by providing top-notch service, detailed order information, and shipping information.
- Evaluated interactions between associates and customers to assess personnel performance and customer satisfaction.
- Collaborated with Finance and Sales Teams to resolve past due invoice issues.
- Worked closely with Finance and Sales teams to drive timely collections and reduce outstanding receivables.
- Communicated accurate information about orders and products, provided exceptional customer service, and increased retention.
- Responsible for sales growth within the department.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Followed through on all critical inter-departmental escalations to increase customer retention rates.
- Responsible for approving and obtaining proper approvals for credits for the US and Mexico facilities.
- Responsible for approving and obtaining proper approvals for returns and RMAs for the US and Mexico facilities.
- Responsible for obtaining proper approvals for special inventory orders.
- Responsible for processing special inventory orders.
- Responsible for mentoring the Customer Service Supervisor in Mexico.
- Responsible for bi-weekly one-on-ones with Customer Service Team.
- Monitored daily sales reports and ensured timely shipment of products in alignment with scheduled deadlines.
- Conducted regular account analysis to monitor performance and ensure accuracy.
- Responsible for ensuring commission accuracy by updating customer master accounts and aligning all open sales orders with the correct Sales Representative.
- Responsible for managing product transitions from the US manufacturing facilities to Mexico, aligning open sales orders with the correct manufacturing plant to support seamless production and delivery.
- Identified and corrected order entry discrepancies through regular audits, improving accuracy and minimizing processing errors.
- Evaluated return requests to ensure compliance with return policies.
- Responsible for processing drop shipment orders.
- Responsible for measuring KPIs to increase customer satisfaction.
- Spearheaded the growth and performance of a Customer Service team, fostering a culture of excellence and continuous improvement in support delivery.
- Managed and coached a team of 11 Customer Service professionals in a manufacturing setting, optimizing order processing, cross-functional coordination, and on-time delivery performance.
Glaston Finland Oy – Tampere, Finland | Spare Parts Manager (Customer Service Manager) & Purchasing | 08/2020 – 04/2025
- SAP Key User and trainer for new Spare Parts Department (Customer Service Department) hires, Supply Chain and Shipping & Receiving.
- Responsible for new MRP implementations in our US office in November 2020.
- Responsible for facilitating intercompany global process between Spare Parts (Customer Service), Purchasing, and Shipping & Receiving Departments.
- Responsible for directing and facilitating new global processes for Spare Parts (Customer Service) in the US office.
- Responsible for streamlining workload within the Spare Parts Department (Customer Service Department).
- Supported the Upgrades Department on all new and existing projects.
- Built long-term, loyal customer relations by providing top-notch service, detailed order information, purchasing details, and shipping information.
- Collaborated with Sales team members to stay current on inventory levels, complete accurate orders, and resolve customer issues.
- Responsible for working with the factory and engineering to offer new furnace purchase options and spare parts packages.
- Evaluated interactions between associates and customers to assess personnel performance and customer satisfaction.
- Collaborated with Finance, Supply Chain, and Shipping & Receiving Departments to resolve invoicing, purchasing, and shipping issues.
- Increased efficiency and team productivity by promoting adherence to operational best practices and company policies.
- Facilitated cross-training to ensure proper coverage is always available to our internal and external customers.
- Communicated accurate information about orders and products, provided exceptional customer service, and increased retention.
- Responsible for providing field technicians’ support and solutions during customer visits.
- Responsible for shutting down inventory for physical inventory at the end of the year and reopening inventory.
- Responsible for invoicing all sales orders in the US.
- Provided backup to Shipping & Receiving when the Warehouse Manager is on vacation.
- Responsible for all purchases for the US and negotiating with vendors for the best pricing options.
- Responsible for sales growth within the department.
- Reviewed order data daily to verify transactions and shipping dates accuracy.
- Fielded diverse customer questions about issues such as product availability, current prices, and upcoming company changes.
- Managed timely and effective replacement of damaged or missing products.
- Responsible for issuing RMAs, managing the process, approving them, and issuing credits when applicable.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Effective liaison between customers and internal departments.
- Manage all aspects of orders in the SAP computer database system.
- Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as a last resort to maintain customer satisfaction.
- Randomly audit all work performance by the Spare Parts Department (Customer Service Department) monthly.
- Reviewed billing documents regularly.
- Responsible for creating Deliveries daily for the US office.
- Responsible for reversing any invoices that were created incorrectly.
- Responsible for requesting SAP access for any Spare Parts employee (Customer Service).
- Responsible for creating all new customers and vendor accounts in SAP.
- Responsible for reviewing all Purchasing requirements to ensure accuracy and making any applicable corrections if quantities, pricing, unit of measurements, etc., are incorrect.
- Responsible for creating vendor information records for purchasing and maintaining all vendor pricing.
- Responsible for updating re-sales and verifying proper margins.
- Responsible for following up on past due Purchase Orders and working closely with vendors to obtain accurate information regarding Purchase Orders.
- Responsible for coordinating international shipments between our factory in Finland and our US, Canada, and South American customers.
- Responsible for ensuring that all Proforma and Commercial Invoices are correct before sending them to an international customer.
- Responsible for measuring KPIs to increase customer satisfaction.
- Responsible for ensuring that all orders are shipped on time and managing the backlog report to help support Shipping with any late shipments.
- Responsible for coaching/mentoring the team and conducting monthly one-on-ones with the team.
- Responsible for profitability and loss of the Spare Parts Department (Customer Service Department) and Purchasing Department.
- Responsible for managing 15 direct reports full-time and up to 30 employees during Finland’s summer and winter vacations.
- Responsible for driving Inside Sales numbers up by recommending parts purchase during quoting and service visits.
- Responsible for Payroll approvals and Commissions.
- Responsible for monthly one-on-ones with the Spare Parts Team (Customer Service Team).
- Utilized Salesforce for customer and project optimization.
- Spearheaded Customer Service operations for a manufacturing business, leading a 15-member team to deliver high-quality support, streamline processes, and maintain strong client relationships.
GGB North America – Thorofare, NJ | Customer Care Supervisor | 02/2011 – 09/2019
- Monitored compliance risks while adhering to safety protocols.
- Evaluated interactions between associates and customers to assess personnel performance and customer satisfaction.
- Liaised with Sales, Marketing, Production, and Management teams to develop solutions and accomplish shared objectives.
- Handled high-volume paperwork and collaborated with Finance, Supply Chain, and Quality departments to resolve invoicing, shipping, and quality issues.
- Increased efficiency and team productivity by promoting adherence to operational best practices and company policies.
- Liaised with customers, management, and Sales to better understand customer needs and recommend appropriate solutions.
- Communicated accurate information about orders and products, providing exceptional customer service and driving retention.
- Built long-term, loyal customer relations by providing top-notch service, detailed order information, and service information.
- Collaborated with Sales team members to stay current on inventory levels, complete accurate orders, and resolve customer issues.
- Followed through on all critical inter-departmental escalations to increase customer retention rates.
- Implemented and developed Customer Service training processes.
- Evaluated customer information to explore issues, developed potential solutions, and maintained high-quality service.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Increased efficiency and performance by monitoring team members’ productivity and providing feedback.
- Facilitated inter-departmental communication to provide exceptional customer support effectively.
- Quickly and accurately answered customer questions, suggested effective solutions, and resolved issues to increase customer satisfaction to the target of 95%.
- Entered customer interaction details in Google to track requests, documented problems, and recorded solutions offered.
- Handled automotive customers in a demanding manufacturing setting in coordination with a solid team of 9 customer service associates.
- Responsible for measuring KPIs to increase customer satisfaction and improve customer retention.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Cross-trained and backed up other customer service representatives.
- Reviewed order data daily to verify transactions and shipping dates accuracy.
- Fielded diverse customer questions about issues such as product availability, current prices, and upcoming company changes.
- Managed timely and effective replacement of damaged or missing products.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Effective liaison between customers and internal departments.
- Managed all aspects of orders/releases in the SAP computer database system.
- Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as a last resort to maintain customer satisfaction.
- Randomly audited all work performed by the Customer Service Team monthly.
- Directed incoming calls to internal personnel and departments, routing to the best-qualified entity to respond to callers' needs.
- Managed over 45 million dollars daily of my personal customers’ accounts.
- Managed account analysis consistently.
- Reviewed billing documents and credits regularly.
- Managed field complaints by recording all important details associated with each complaint and ensuring proper resolution was reached promptly.
- Collaborated with other internal departments and staff members to determine the best practice for addressing field complaints and possible returns.
- Responsible for approving credits to the US facility.
- Responsible for the profitability and loss of the Customer Care Department.
- Responsible for managing 20 direct reports full-time.
- Responsible for monthly one-on-ones with Customer Care Representatives.
- Responsible for driving Inside Sales numbers up by recommending safety inventory during quoting.
- Responsible for Payroll approvals and Commissions.
- Managed and coached a team of 20 Customer Service professionals in a manufacturing setting, optimizing order processing, cross-functional coordination, and on-time delivery performance.
Innovative Stone, LLC – Bordentown, NJ | Project Manager Supervisor, Resolution Specialist & Quality Assurance Manager | 06/2008 – 06/2010
- Provided primary customer support to internal and external customers in a fast-paced environment.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services, and creating welcoming, positive experiences.
- Promptly responded to inquiries and requests from prospective customers.
- Managed all orders for Non-ICF customers and all Kitchen and Bath Dealer accounts for the entire facility.
- Educated customers on all aspects of their project and all available options.
- Assisted customers by listening closely, finding solutions to problems, and making recommendations based on extensive product knowledge and the customers’ needs.
- Managed template schedules, slab views, installs, and all service appointments.
- Managed compensation to meet customers’ expectations.
- Developed new quotes for potential new Non-ICF customers.
- Responsible for invoicing all projects upon completion.
- Cross-trained and backed up other customer service representatives.
- Reviewed order data daily to verify transactions and install dates for accuracy.
- Responsible for releasing all projects to the Production Manager and Manufacturing Team for daily production.
- Oversee reassignment of customers to other fabricators and help manage the project to completion.
- Managed field personnel with problems on-site and resolved problems swiftly.
- Audit all post templates before commencing fabrication.
- Consistently represented the company and its products in a positive, professional manner.
- Monitored individual progress to provide coaching opportunities and to understand employee developmental needs.
- Ensured and provided quality service to external customers.
- Responsible for managing 10 employees.
- Responsible for measuring KPIs to increase customer satisfaction.
SupplyOne Moorestown – Moorestown, NJ | Senior Customer Service Representative & Merchandiser | 01/2004 – 05/2008
- Implemented and developed customer service training for recruits.
- Provided excellent customer care by responding to requests, assisting with product selection, and handling ordering functions.
- Educated customers about billing, payment processing, and procedures.
- Collaborated with Sales team members to establish proper inventory levels, complete accurate orders, and resolve issues.
- Built long-term, loyal customer relations by providing top-notch service, along with personal account knowledge and service information.
- Responded to customer requests, offering excellent support and tailored recommendations to address specific needs.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Communicated with customers and vendors regarding back-order availability, future inventory, and special orders.
- Facilitated inter-departmental communication to provide customer support effectively.
- Compiled customer feedback and recommended service delivery improvements to management.
- Cross-trained and backed up other customer service representatives.
- Reviewed order data daily to ensure accuracy.
- Consulted with outside parties to resolve discrepancies and create effective solutions.
- Fielded diverse customer questions about issues such as available merchandise, current prices, and upcoming orders.
- Reviewed credit limits regularly and payment statuses and made recommendations.
- Effective liaison between customers and internal departments.
Canon Business Solutions, Inc. – Burlington, NJ | Senior Order Processor & Customer Service Representative | 02/2003 – 01/2004
- Managed all aspects of orders for the entire Atlanta and Florida branches.
- Processed orders daily with superior accuracy.
- Liaised with Sales, Marketing, Supply Chain, and Management teams to develop solutions and accomplish shared objectives.
- Handled high-volume paperwork and collaborated with Finance, Supply Chain, and Quality departments to resolve invoicing, shipping, and quality issues.
- Managed over 25 million dollars daily of my personal customers’ accounts.
- Managed Sales Representatives’ commission reports.
- Managed inventory levels for my customer base accounts.
- Managed daily reports.
- Effective liaison between customers and internal departments.
- Responsible for supporting our leasing company in funding all lease orders for our customers.
- Reviewed daily legal contracts and obtained necessary documentation for funding.
- Responsible for scheduling deliveries.
First Choice Financial, Inc. – Cherry Hill, NJ | ACH Banking Manager & Customer Service Specialist | 04/2002 – 02/2003
- Responsible for all electronic wire transfers to our customers’ bank accounts.
- Responsible for training other colleagues in ACH transfers.
- Attested to all legal documents for the company.
- Solely responsible for translating legal documents for non-English speaking customers.
- Implemented and developed customer service training.
- Assisted customers by listening closely, finding solutions to meet their financial needs, and making recommendations based on available financial options.
- Responsible for 100% accuracy required for all ACH transfers.
- Responsible for auditing other colleagues’ work and performance.
- Reviewed personal and sensitive documents daily.
Exterior Systems Contractors, Inc. & Keystone Contractors, Inc. – Pennsauken, NJ | Customer Service Specialist | 09/2001 – 03/2002
- Responsible for submitting invoices to our clients for both companies.
- Responsible for notarizing all legal documents.
- Attest to all legal documents for both companies.
- Responsible for receiving and documenting all correspondence.
- Responsible for assisting Project Managers with prints.
- Responsible for coordinating and scheduling all appointments for upper management.
- Responsible for inventory supplies and placing replenishment orders.
- Responsible for recordkeeping of all prints for both companies.
- Assisted customers with all legal requests that pertained to their specific project.
Eastern Moulding, Inc. – Moorestown, NJ | Assistant Supervisor & Customer Service Representative | 05/1998 – 09/2001
- Responsible for assisting the Supervisor with the entire department.
- Responsible for creating and supervising special projects.
- Assisted customers with order pick-ups and placing their orders onsite.
- Responsible for receiving payment for pick-up orders.
- Provided customers with phone support after hours.
- Solely responsible for invoicing all orders for all departments.
- Responsible for running drivers' manifests for next-day and same-day deliveries.
- Facilitated inventory control and audited inventory levels for accuracy.
