Azucena Barbery

• E-Commerce-B2B-B2C Customer Representative.

Manual order entry + Order imports.

• Contacted customers to collect payments and verify or add to existing information, processed payments and provided payment option setup assistance.
• Faire Lead- order process (accept/confirm/edit orders in Faire Portal)
• 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.
• Responded to customer requests for products, services, and company information.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Monitored inventory levels and collaborated with suppliers to ensure timely product availability.
• Led initiatives to optimize workflows, reducing processing time for high-volume orders.
• Supported sales team for increased revenue generation by efficiently managing orders and maintaining customer satisfaction.
• Reviewed orders for accuracy, errors and omissions to minimize incorrect shipments.
• Established strong working relationships with key clients through exceptional service delivery resulting in long-term partnerships.
• Managed high volumes of orders, consistently meeting deadlines and maintaining accuracy throughout the process.
• Assisted in training new hires on company-specific policies, procedures, systems, and best practices related to order management functions.
• Collaborated with finance teams for timely payment processing and accurate financial reporting.
• Minimized discrepancies in invoicing by closely reviewing all documentation before submission to customers or vendors.
• Processed and submitted 100 plus orders for daily shipping and expedited delivery to maintain customer satisfaction.
• Navigated through 8 systems to build, track and monitor orders.
• Fielded 10-20 incoming calls daily and addressed order questions and concerns to serve customer needs.
• Liaised with management to resolve complex order issues and problems to maximize customer satisfaction.
• Expedited the order fulfillment process by coordinating effectively with shipping departments and carriers.
• Reviewed order terms and conditions with customers to comply with company policy.
• Researched and addressed customer inquiries, questions and issues within 1 business days to promote optimal customer service.
• Assisted in developing KPIs related to Order Management performance for better understanding of areas requiring improvement.
• Forecasted with vendors to allocate stock ahead of customer order to reduce lead times.
• Sent emails to communicate order status and informed customers of back-orders or shipping delays.
• Recommended merchandise and services that would meet customer needs.
• Informed customers by mail or telephone of order information such as unit prices, shipping dates and anticipated delays.
• Double-checked customer orders and information before filling out order forms to prevent unnecessary delays and errors.
• Created shipping and invoicing documents with accurate customer, destination, and materials information to meet shipper standards and identify any hazardous contents.
• Informed supervisors and coworkers of inventory needs and double-checked supplies before completing customer orders.
• Processed and handled customer complaints, answering questions, and providing alternative solutions.
• Adhered to legal regulations to run compliant operations.
• Assisted customers by providing tracking information and resolving shipping or merchandise issues.
• Updated company tracking system with latest information.
• Input order information into system and updated customer accounts to document and track customer orders.

• Answered an average of 80-90 calls per day by addressing customer inquiries, solving problems and providing new product information
• Ensure compliance with applicable legal/regulatory requirements (e.g., HIPAA, state/regional requirements)
• Demonstrate knowledge of applicable products/services (e.g., benefit plans, disability, COBRA, FSA, HRA)
• Provide general claims support by reviewing, researching, investigating, negotiating, processing and adjusting claims
• Recognize claims by determining claim type-HCFA, Hospital, UB, and/or RX.

• Wrote reports and gave oral presentations to keep employees up-to-date on company goals and achievements
• Updated the database with changes in carrier status
• Prepared documents for shipment claims submissions
• Coached 8 other employees and assisted with quarterly performance reviews
• Prioritized order security, accuracy and on-time pickup and delivery
• Communicated with dispatchers, warehouses and customers regarding outgoing orders
• Assigned shipments to carriers in the centralized database
• Took corrective action in the case of accidents and delays to minimize extra expenses.

• Posted receipts to appropriate general ledger accounts
• Monitored payments due from clients and promptly contacted clients with past due payments
• Researched and resolved accounts payable discrepancies
• Coded and entered at least 15 invoices each day into the in-house accounting software
• Reconciled vendor statements and handled payment complaints or discrepancies
• Supervised invoice processing, purchase orders, expense reports, credit memos and payment transactions.