Amy Kohls
Three Rivers
Summary
Results-driven professional with 5 years of experience in account management and 16 years in customer service, seeking a Corporate Accounts Administrator role. Proven expertise in ensuring accuracy and timely delivery of customer orders, maintaining inventory levels, and resolving customer inquiries efficiently. Strong skills in INT WEB systems, Salesforce, project management, and communication, with a demonstrated ability to lead and collaborate across departments.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
20
20
years of professional experience
Work History
Customer Service Representative
Midwest Fasteners Inc.
11.2020 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Managed timely and effective replacement of damaged or missing products.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Order and Inventory Control Coordinator
iMPact Business Group
12.2019 - 03.2020
- Managed data entry and validation processes using AS/400, SAP, and Salesforce to ensure accuracy and efficiency across multiple accounts
- Reprocessed AGT Contracts for Project Baton, enhancing contract compliance and operational performance
Inside Accounting Manager
EPI Marketing Services
01.2015 - 07.2016
- Managed daily interactions and order processing for a key client, ensuring accurate inventory levels and timely delivery of customer orders
- Collaborated with internal departments and external vendors to coordinate supply orders and maintain seamless operations for print jobs and special projects
- Conducted quality checks and audits, facilitating communication with client auditors and preparing detailed reports to meet client-specific needs
Accounts Manager
EPI Marketing Services
02.2015 - 07.2015
- Managed complex projects involving print, kitting, distribution, and web-based initiatives, utilizing IBM AS400/EDI software to generate detailed reports and maintain effective client relations
- Coordinated inventory management and supply ordering for large-scale print projects, executed monthly billing and quote submissions, and oversaw print and fulfillment operations across multiple facilities
Lead Account Client Service Representative
EPI Marketing Services
12.2014 - 01.2015
- Facilitated communication between customers, vendors, and production staff to ensure accuracy and timely delivery of orders, utilizing AS400/EDI and Microsoft Outlook
- Maintained accurate inventory levels and executed daily print rush orders
- Coordinated with Account Managers and other facilities to quality check customer orders prior to shipment, managed procurement of supplies, and conducted weekly visits to client headquarters for ongoing project management
Lead Account Client Service Representative
EPI Marketing Services
06.2011 - 06.2014
- Ensured the accuracy and timely delivery of customer orders by managing AS400/EDI Order Power database systems and coordinating with various shipping companies, including UPS, FedEx, and USPS
- Maintained optimal inventory levels for warehouse supplies and Fathead products, and facilitated the entry of purchase orders to streamline the receiving and shipment processes with vendors
- Participated in monthly meetings and conference calls with Fathead to align on operational priorities and address special requirement orders, contributing to improved client satisfaction and order fulfillment efficiency
Education
High school diploma - Business Systems Technology
Kalamazoo Community College
Kalamazoo, MI01.1999
High School Diploma -
Schoolcraft High School
Schoolcraft, MI01.1995
Skills
- ERP Systems
- Data Entry
- Microsoft Office
- Account Management
- Salesforce
- Receptionist
- EDI
- Order Entry
- Microsoft Word
- Time Management
- QuickBooks
- Microsoft Office Teams
- Communication Skills
- Project Management
- Forecasting
- Data Validation Coordinator
- SA400
- MS Office
- Power BI
- Front Desk
- Customer Service
- Marketing
- E-Commerce
- SAP
- SAP ERP
- Office Experience
- Call center experience
- Microsoft Excel
- Computer proficiency
- Relationship building
- Data entry
- Active listening
- Customer service
- Client relations
- Professional telephone demeanor
- Microsoft outlook
Timeline
Customer Service Representative
Midwest Fasteners Inc.
11.2020 - Current
Order and Inventory Control Coordinator
iMPact Business Group
12.2019 - 03.2020
Accounts Manager
EPI Marketing Services
02.2015 - 07.2015
Inside Accounting Manager
EPI Marketing Services
01.2015 - 07.2016
Lead Account Client Service Representative
EPI Marketing Services
12.2014 - 01.2015
Lead Account Client Service Representative
EPI Marketing Services
06.2011 - 06.2014
High School Diploma -
Schoolcraft High School
High school diploma - Business Systems Technology
Kalamazoo Community College
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