CAROL WARREN
Maywood,IL
Summary
Customer Service.Sales Support.Order Sourcing.Administrative Specialist
Extensive experience and strong focus on internal / external customer service and teamwork. Key strengths include excellent organizational skills, effective time management, and willingness to assist other colleagues and departments during peak workloads. Proven ability to exercise good judgment and work well with minimal supervision. Adaptable, reliable and results-oriented with a professional work ethic, who continuously seeks to enhance technical knowledge and workplace productivity. Competent and proficient with Microsoft Office products.
Overview
26
26
years of professional experience
1
1
Certification
Work History
W.W. Grainger, Inc
, IL
01.2003 - 01.2016
Field Support Specialist
01.2015 - 01.2016
- Supported and resolved inbound field inquiries related to quotations and purchase orders; expedited order status, proof of delivery, billing, customer credits and return goods authorizations.
- Maintained and enhance field and supplier relationships by using quality customer service skills.
- Demonstrated effective time management and organizational skills required to be able to manage multiple tasks concurrently while still meeting deadlines.
- Managed field support related requests, expedited and provided available lead time information, and released purchase orders where necessary for direct shipment to customers, branches, or distribution centers.
- Effectively and efficiently identified problems as encountered, and made quick decisions to determine corrective action, including escalating problems that would require additional support or assistance.
Order Sourcing Specialist
01.2005 - 01.2014
- Expedited open purchase orders with our suppliers to confirm receipt of order and delivery information.
- Information supplied from suppliers was accurately updated in to SAP and forwarded to customers via delivery dates tracking information, or pending information.
- Investigated and resolved purchase orders not received by suppliers.
- Resolved pricing discrepancies, quantity and description issues collaborating with Customer Care and SS group for solutions.
- Recorded activity changes on purchase orders in SAP.
- Updated SPS and EDI supplier activity in SAP; information was immediately communicated to our customers using email and faxing.
- Carrier Management- selected carriers, negotiated rates and other operation issues associated with use of freight carriers.
- Processed all freight invoices accurately to insure timely payment and invoicing to customers.
- Resolved all freight claims and issued all freight credits.
- Provided tracking number for proof of delivery at customers' or business partner's request.
- Processed incoming order acknowledgements from suppliers which significantly contributed to measuring supplier performance.
- Carol Warren.page2.
Customer Service Representative
01.2003 - 01.2005
- Answered inbound calls from customers regarding status and order entry.
- Resolved issues and inquiries improving product delivery and customer satisfaction.
- Processed orders that were rejected due to pending refrigerant certification verification.
- Processed G.Com backorders utilizing SAP.
- Served as ISO lead for my team to ensure they remained current on status updates.
- Researched and activated new account request received via inbound phone calls and faxes.
Member Service Desk
Costco Company
Glenview, IL
01.2003 - 01.2004
- Processed new member ship accounts.
- Answered customer inquiries regarding membership advantages and benefits.
- Opened store to ensure all employees were prepared to serve customers.
- Closed store to ensure all activities (checking and reconciling currency and running reports) were processed before the beginning of the next business day.
Customer Service Relations Specialist
W.W. Grainger Parts
Northbrook, IL
01.1995 - 01.2003
- Answered inbound calls from customers regarding status and order entry.
- Resolved issues and inquiries impacting product delivery and customer satisfaction.
- Served as tester during initial SAP rollout.
- Partnered with vendors on accuracy of Grainger part numbers.
- Partnered with vendors to expedite shipping for customer orders.
- Answered after hours' emergencies and will call inbound calls for branches.
- Successfully and accurately resolved customer orders and inquires.
Sears Logistics Dispatch Service
Melrose Park, IL
01.1990 - 01.1995
Customer Service Supervisor
01.1993 - 01.1995
- Managed 30-40 drivers.
- Ensured route delivery information was correct and complete prior to driver departure.
- Managed 30 customer service associates and prepared associated work schedules.
- Accompanied drivers on routes to understand workload and work environment, and to greet customer.
Customer Service Specialist
02.1990 - 02.1993
- Perform order entry on mainframe system.
- Prepared associate schedules on Excel spreadsheet.
- Credit and debit delinquent customer accounts.
- Grained a total knowledge of Parcel Post and United Parcel Service rating charts and procedures.
- Processed and resolved issues including dispatching, billing.
Education
General Math, English, Science
DePaul University
2000
Certificate in Home Inspection -
Triton College
2017
Certification
I have a certification in House Inspection.
Timeline
Field Support Specialist
01.2015 - 01.2016
Order Sourcing Specialist
01.2005 - 01.2014
W.W. Grainger, Inc
01.2003 - 01.2016
Customer Service Representative
01.2003 - 01.2005
Member Service Desk
Costco Company
01.2003 - 01.2004
Customer Service Relations Specialist
W.W. Grainger Parts
01.1995 - 01.2003
Customer Service Supervisor
01.1993 - 01.1995
Customer Service Specialist
02.1990 - 02.1993
Sears Logistics Dispatch Service
01.1990 - 01.1995
General Math, English, Science
DePaul University
Certificate in Home Inspection -
Triton College