AMY OWOR
Richmond,TX
Summary
Dedicated Customer Service Specialist with over 10 years of experience in managing customer interactions, optimizing order-to-cash processes, and overseeing regulatory documentation. Proven track record in improving operational efficiencies, reducing lead times, and enhancing customer satisfaction. Proficient in SAP, with exceptional organizational skills and the ability to handle multiple tasks simultaneously. Known for a positive attitude, strong team collaboration, and a continuous improvement mindset.
Overview
14
14
years of professional experience
Work History
Customer Care Team Lead and Back up Planner
BASF Construction Chemicals
Houston, Texas
03.2025 - Current
- Lead a small team of customer care specialists, delegating tasks, and monitoring performance to ensure SOX compliance.
- Provide training and support to new team members on SAP processes, order management protocols, and customer service standards.
- Act as the primary point of contact for customer order management from entry to invoice.
- Manage escalations, credit holds, returns, and deductions to ensure smooth OTC operations.
- Collaborate with sales, logistics, supply chain, and finance to meet service targets and solve customer issues.
- Monitor and manage customer inventory levels and replenishment orders using SAP.
- Create STOs (Stock Transport Orders) to replenish inventory at terminals and ensure availability across locations.
- Serve as liaison between Sales, planning, procurement, logistics, and customer service teams.
Customer Relations Professional
OQ Chemicals
Houston, TX
06.2020 - 03.2025
- Handled customer inquiries regarding material availability, pricing, and delivery timelines.
- Managed order entry via SAP and Elemica; ensured accurate pricing, allocation, and planning.
- Coordinated with sales and marketing to ensure customer material requirements were met.
- Generated daily open order and railcar shipment reports; completed month-end closings.
Customer Service Representative III
OLIN CORPORATION CHLOR, ALKALI & VINYL, U.S
Houston, TX
10.2017 - 06.2020
- Led centralization of customer service to Houston HQ; managed orders from initiation to delivery.
- Processed SAP orders via email, fax, and phone; confirmed pricing and stock before shipment.
- Scheduled logistics with carriers; confirmed shipments and resolved any issues.
- Performed monthly reconciliation for consignment accounts
Customer Service Representative II
SASOL NORTH AMERICA INC
Houston, TX
08.2015 - 09.2017
- Monitored inventory levels and collaborated with terminals to promptly create stock transport orders (STOs).
- Prepared daily and monthly material inventory reconciliations in SAP for base chemicals
- Monitored open order report daily through SAP to ensure prompt follow-up on pending orders.
- Retrieved, entered, and expedited orders in the SAP system received through email, phone call or EDI order transmissions.
- Handled customer inquiries regarding material availability and pricing
Customer Service Representative II/Field Service Coordinator
THERMO PROCESS INSTRUMENTS LP
Sugarland, TX
02.2014 - 07.2015
- Scheduled and coordinated field service requests with on-site technicians.
- Effectively handled and organized onsite customer appointments
- Responded to customer queries on nuclear and mass spectrometer units, including availability of field service, part numbers, materials, and pricing
- Managed customer contracts by creating and renewing annual service agreements
- Generated quotes for parts and field services request for internal and external customers in the oil and gas industry.
- Entered orders via telephone, email, or SAP EDI order transmissions and monitored shipping process for all entered orders.
Customer Service Representative
Zep Inc.
Marietta, GA
04.2011 - 02.2014
- Entered orders in the SAP system received via email, phone call, or EDI order transmissions.
- Addressed customer inquiries about product details, availability, application and distribution methods.
- Increased efficiency in international shipping by preparing necessary commercial and shipping documents
- Implemented and communicated program promotions, changes, additions, or deletions for the Sale management team
Education
Bachelor of Business Administration - Supply Chain Management
University of Houston - Victoria
Victoria, TX05-2026
Skills
SAP (40, 45, 60, S4 HANA), Elemica, CRM
Microsoft Word, Excel, PowerPoint, Outlook
Order-to-Cash (OTC) & Sales Order Management
Customer Escalation & Dispute Resolution
ISO Auditing & Compliance
Team Collaboration & Cross-Functional Support
Process Optimization & Monthly Reconciliation
On-Time In-Full (OTIF), Customer Fill Rate (CFR) KPIs
Timeline
Customer Care Team Lead and Back up Planner
BASF Construction Chemicals
03.2025 - Current
Customer Relations Professional
OQ Chemicals
06.2020 - 03.2025
Customer Service Representative III
OLIN CORPORATION CHLOR, ALKALI & VINYL, U.S
10.2017 - 06.2020
Customer Service Representative II
SASOL NORTH AMERICA INC
08.2015 - 09.2017
Customer Service Representative II/Field Service Coordinator
THERMO PROCESS INSTRUMENTS LP
02.2014 - 07.2015
Customer Service Representative
Zep Inc.
04.2011 - 02.2014
Bachelor of Business Administration - Supply Chain Management
University of Houston - Victoria
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