Summary
Overview
Work History
Education
Skills
Timeline
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Adrienne McCabe

Fords,NJ

Summary

Dependable Customer Service Manager with over 25 years of order processing experience in the account management environment. Highly motivated leader that performs well under pressure when working as an independent contributor or as a team player.

Overview

28
28
years of professional experience

Work History

Customer Service Team Lead

Innophos
02.2023 - 07.2025
  • Supervising a team of 5 to 6 agents, helping them achieve goals, Holding Bi-Weekly Team Meetings and monthly 1:1’s
  • Serving as a key contributor to the Order-To-Cash (OTC) process. Identifying areas for continuous improvement; proposing changes and gaining approval from management, documenting, and implementing to improve the customer experience.
  • Measuring and tracking monthly and quarterly KPI’s to identify potential areas of improvement.
  • Responsible for the maintenance and updating of the standard ERP customer requirements for transaction accuracy.
  • Managing the Order Entry process for orders arriving manually, through EDI, or 3rd party Conexiom process flow.
  • Performing Order Maintenance (ex: Date changes, Qty changes, Lot change) on orders to prepare them for shipping.
  • Overseeing the Customer Onboarding process, including new account set ups, new ship to set ups, and new item set ups.
  • Primary Liaison between Accounts Receivable, Pricing, Business, Quality, Planning, IT Application Support and the Customer Coordinator to exceed the customer expectations.
  • Scheduling meetings with internal stakeholders to ensure all processes are being followed and the internal customer experience is adhered to.
  • Tracking, reviewing, approving and ensuring proper coverage for all employee requested time off, including other teams if coverage is needed.
  • Performing HR administrative duties related to annual goal planning and performance reviews, compensation planning, interviews, terminations and other HR related issue resolution
  • Other related tasks / projects as defined by Manager

Customer Service Manager

The Betesh Group
01.2018 - 01.2023
  • Oversee day-to-day operations for the wholesale Customer Service Team for 3 divisions
  • Responsible for all the Training of all customer service new hires
  • Develop department procedures, policies, and standards
  • Guide employees in resolving difficult customer issues
  • Maintain an orderly workflow according to department priorities
  • Partner with Sales to obtain extensions or PO corrections
  • Work with IT to create and implement required reports
  • Attend weekly On-Board meetings to review/implement requirements of new accounts
  • Create / set-up System Customer Master file with all NEW account information
  • Processed all credit card payments and credits on internet-based credit card system
  • Assist in Reviewing and resolving PO Errors in EDI 850
  • Assist in Managing and confirming Amazon's weekly Purchase orders on Amazon Vendor Central
  • Assist in managing customer portals for ECOM accounts
  • Work closely with 3PL's to ensure timely shipping of ECOM and wholesale orders

Customer Operations Supervisor

Aerosoles
01.2013 - 01.2018
  • Maintained strong relationships with Sales, Distribution, Production, and EDI teams to ensure a productive work environment.
  • Responsible for processing ALL EDI orders for the wholesale division
  • Proactively identified potential problems and planned appropriate course of action to resolve any anticipated issues
  • Reviewed & resolved all order discrepancies, changes, or extensions directly with buying offices
  • Monitored and prioritized containers to optimize order fulfillment
  • Partnered with Production to identify any potential delays with product
  • Communicated daily with sales team on delivery/inventory issues
  • Provided all sales support and customer service for nation-wide Retailers, i.e. Macys, Kohls, JCP
  • Maintained accurate & timely keying of all blanket orders for nation-wide retailers
  • Daily communication with IT department to ensure there are no errors with EDI functions: 850 (purchase order), 855 (po acknowledgement), 860 (po change), 856 (ASN), 870 (cancelation), 810 (invoice)
  • Processed 753 and 754 EDI documents (routing) for JC Penney
  • Drop ship customers: Ensured that inventory feeds, PO's, order acknowledgements, and ASN's are transmitted, and orders are shipped by the customers required time frame.
  • Managed and confirmed Amazon's weekly Purchase orders on Amazon Vendor Central
  • Updated Vendor Central and Commerce Hub with daily cancelations
  • Calculated and reported weekly wholesale numbers for the fiscal month to upper management; shipped prior week, unconfirmed, credit holds
  • Reviewed and communicated weekly workload changes with 3PL (QVC, Zulilly)
  • Maintained knowledge of nation-wide retailer’s vendor guide requirements to ensure no chargebacks
  • Worked daily with the 3PL to ensure Purchase orders are routed for on time shipping
  • Attended weekly On-Board meetings to review/implement requirements of new accounts.
  • Attended training class for Zappos new system Zapparo
  • Provided Credit department with documentation for chargeback reversal
  • Collaborated with IT in the implementation of system improvements to ensure efficiency
  • Assisted Manager with daily projects and act as Department lead in her absence
  • Assisted in Department interviews and training new hires.

Customer Service Representative

Celebrity International
01.2011 - 01.2013
  • Ownership of the order fulfillment process for wholesale division
  • Processed orders for all major department stores as well as independent stores
  • Attended to and addressed all customer inquiries in a timely manner
  • Processed all credit card payments and credits on internet-based credit card system
  • Responsible for issuing return authorizations for damaged or mis-shipped product
  • Partnered with sales force daily to resolve any PO discrepancies or to obtain extensions
  • Worked closely with the export department to ensure international accounts have all the necessary documentation
  • Reviewed and prioritized the arrival of incoming containers with management to be sure that product arrival meets customer demand

Service Specialist

Liz Claiborne, Inc
01.2003 - 01.2009
  • Maintained ownership of the order fulfillment process, from monitoring customer orders and resolving discrepancies to making adjustments
  • Processed EDI orders and applied POC's for all major department stores including Federated, Belk, Boscovs, Bealls, Bon Ton, Dillards, Target, & Military
  • Complete understanding of customer's operational requirements, such as the Federated Logistics shipping schedule.
  • Proactively identified potential problems and planned appropriate courses of action to resolve any anticipated issues. Was able to save the company approximately $10M over 6.5 years
  • Attended to and address all customer inquiries in a timely manner
  • Built strong relationships with multiple internal departments, including Sales, Finance, Allocations, and Distribution
  • Merchandising, Production, Sales Ops, Sales, and EDI to ensure a productive work environment
  • Reported & discussed weekly financial numbers at corporate Sales Ops meetings to review current business issues and future business needs
  • Represented customer service at weekly Production meetings to discuss missing or delayed products
  • Transitioned between and was able to effectively service customers for multiple product lines (Liz Claiborne, Claiborne, DKNY, Accessories)
  • Assisted director with special projects involving late product, style/color changes, and extensions to eliminate any potential dollar loss

Divisional Operations Administrator

Kenneth Cole Productions
01.1998 - 01.2003

Education

Diploma -

Kearny High School
Kearny, NJ

Skills

  • MS Office
  • AS400
  • Blue Cherry
  • JDE
  • Power-BI
  • EDI
  • Conexiom
  • Account Management
  • Order Fulfillment
  • Internet / customer portals
  • Sales Support
  • Team Management

Timeline

Customer Service Team Lead

Innophos
02.2023 - 07.2025

Customer Service Manager

The Betesh Group
01.2018 - 01.2023

Customer Operations Supervisor

Aerosoles
01.2013 - 01.2018

Customer Service Representative

Celebrity International
01.2011 - 01.2013

Service Specialist

Liz Claiborne, Inc
01.2003 - 01.2009

Divisional Operations Administrator

Kenneth Cole Productions
01.1998 - 01.2003

Diploma -

Kearny High School

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