Cedric Ray

• Proactively identifies potentially unsafe situations and immediately resolves and/or raises awareness to the appropriate individual(s).
• Responsible to develop, implement, sustain, & continuously improve customer service processes that deliver results, meeting or exceeding established business targets, related
  to fulfillment and customer satisfaction (both internal and external)
• Provides excellent customer service by maintaining open communication with service centers and internal plants to ensure all orders are received on time per customer’s request
• Provides requests on behalf of customers to the master scheduler and production control; responds/follows up with customers within committed time frames.
• Handles escalations of customer grievances, complaints and/or order issues
• Issues customer credits; resolves service center receipt discrepancies
• Communicates billing issues needing resolution to the fulfillment supervisor and ensures closure
• Pulls shipping reports; Fields and delegates RIMS
• Maintains records of customer interactions or transactions, records details of inquiries, complaints, or comments, as well as actions taken.
• Practices existing, and/or helps develop new, communication and tracking mechanism to ensure order sare going to be scheduled for timely production and completed to customer expectations.
• Maintains open communication with Production Planner & amp; Scheduler/fulfillment supervisor
• Ensures production priorities are produced, scheduled, clearly communicated and delivered on time –according to delivery plan.
• Maintains Open Order Report (OOR), tracking and ensuring all delivery dates are correct according to customer expectations.
• Monitors stock status reporting and tells branches to order items needed for external customers or cancel orders that aren’t needed
• Updates OOR as needed to reflect actual plan and communicates back to customers as soon as possible when any changes from the original delivery time occur.
• Refers unresolved customer grievances to quality department for investigation.
• Provides and suggests alternative products to customers when product requested is unavailable or there is a long lead time.
• Assists with the scheduling of loads.
• Fields customer and service center requests and expedites inquiries, complaints, and order corrections.
• Issues product / mill certifications. Issues credit for any customer direct orders (duplicated)
• Maintains control and communication on all back orders for a service center or direct customers

• PO Placement of raw materials to prepare market-ready products for sale
• Expedite purchase orders to meet the needs/promise date for plant
• Maintain/updated accurate delivery dates in Oracle
• Collection of P.O.D., BOL, COA, and other necessary documents needed for the good receipt
• Resolved issues related to PO, Invoice, and vendor payment
• Managed/maintained supplier's info updates (i.e. pricing and qualification documents)
• Added new vendors and products into the system and keyed in special shipping codes when needed

*** Customer Service (08/2018 - 03/2019)

• Acknowledge & process new PO’s in a timely manner
• Established and maintained effective communication with customers
• Responding to inquiries on products and assisting with general information
• Managed complaints, provided appropriate solutions and alternatives within the time limits and followed up to ensure resolution
• Sent shipping docs to customer prior to delivery to ensure customer has all paperwork needed to offload
• Prepared shipping documents for export orders such as: SLI, NAFTA, CCI, Commercial Invoices, while working closely with broker to facilitate the shipment
• Proactively communicated with planning, logistics and warehouse to ensure smooth delivery of orders while anticipating any issues or potential delays
• Managing open orders by adhering to established internal processes & procedures to ensure consistency within the department
• Built sustainable relationships, and trust with customer accounts through open and interactive communication
• Delivered excellent customer service by being reliable, responsive, and empathic

• Purchase Requisition Creation
• Processing New Purchase Orders
• Carefully read and interpreted requisition orders to ensure sufficient comprehension of specialized terms and requirements
• Negotiated with vendors on freight costs, resulting in deals which cut the shipping prices in half
• Identified new and more cost-effective suppliers through participation in industry networking events, purchasing advantagous packages and cutting costs
• Oversaw the setup process for new items and new vendors in the system
• Generated all documentation and information required for customer shipments
• Maintained ongoing communication with suppliers to promote workflow and respond to inquiries
• Coordinated shipping requests for expedited delivery and documented accurately to ensure correct billing
• Maintained damaged goods records, backorder logs, and any applicable regulatory reporting
• Tracked orders and notified customers of status or potential delays
• Ensured accurate account invoicing through collaboration with accounting department
• 3 Way Match on all shipments
• Maintained ongoing communication with suppliers to promote workflow and respond to inquiries.
  

• ***4yrs Customer Service
• Scheduled production plans according to customer needs and supply availability
• Displayed exemplary negotiation skills when communicating with suppliers and vendors regarding contracts, policies and deadlines
• Provide routine information to caller, or direct call regarding account information and order status
• Developed reputation as an efficient service provider with high levels of accuracy
• Review and processing of new Sales Orders/Purchase Orders
• Processing of Invoices/Credit Memos
• Authorized RGA/RMA
• Determined the most cost-effective procedures and routes for shipments
• Technical Support/Product Support Provided information regarding Replacement Parts/Field Fix recommendations
• Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot
• Recipient of multiple positive reviews acknowledging dedication to excellent customer service
• **1yr of warehouse
• Customization of lighting fixtures
• Unloading Processing
• RGA/RMA

• Managed fast solutions for customer care needs
• Worked as a point of contact between doctors, lawyers and clients
  
• Volunteered to assist with account escalations 
  
• Proactively followed up with customers to ensure their issues were resolved.
  

• Analyzed water samples from filtration plants, industrial and distribution systems locations Drafted reports, and performed other clerical duties
• Maintained consistent awareness of safe work practices
  
• Provided information to assist operators in resolving chemical treatment processes.
  

• Unload/Load (temp) Loading/Unloading packages that typically weigh 25 35 lbs
• Help sort packages to specific truck load
• Scan each packages to confirm package arrival and condition