Summary
Overview
Work History
Education
Skills
Page
Qualifications Summary
Personal Information
Timeline
Generic

Cynthia Austin

Atlanta,GA

Summary

Committed and professional Service Advisor with proven ability to effectively manage customer inquiries, provide accurate advice and ensure customer satisfaction. Excellent communication and problem-solving skills for providing customers with best possible service.

Overview

14
14
years of professional experience

Work History

Sales & service Support Specialist

Coca-Cola Company
01.2024 - Current
  • Single point of contact for our customers across Business units
  • Partner with sales teams and brokers to address customer satisfaction needs related to pricing, delivery method changes, account management and strategic projects (product launches, packing changes etc.)
  • Partner with Product supply, Supply planning, logistics and transportation teams to influence and resolve order flow concerns (late trucks, dwell time, refused deliveries)
  • Responsible for managing phone calls and emails from customers, internal stakeholders and partners and accurately tracking and resolving the business need
  • Customer order management – Acts as liaison between external departments and customers to process order changes, communicate all order changes, track and reschedule customer orders to meet customer requested delivery dates
  • Apply best practices and business knowledge to make timely decisions and resolve issues with product orders to meet requested customer delivery dates
  • Proactively manage order flow, communication of all In Full issues and partner with transportation to ensure delivery appointments and pick-up appointments are set timely to mitigate order failures
  • Recognize and track trends with customer issues, evaluate and suggest process improvements for Product order management and our partners
  • Understand Company goals and performance metrics and improve quality and speed to meet and exceed customer expectations
  • Work collaboratively but often independently on daily tasks and resolve escalations that are diverse in scope using strategic thinking, people and company resources
  • Build and leverage collaborative relationships with our customers, sales, logistics and other internal partners based on customer specific operations
  • Analyze, coordinate and participate in implementation of design projects to support department and or key customer objectives.

Export Order Operations Analyst Team Lead

Clorox
01.2020 - 08.2024
  • Provide top tier customer service to ensure customer satisfaction
  • Process customer international orders within 48 hours of receipt
  • Process sample requests
  • Process export orders from US plants/RDCs from receipt of order through delivery to foreign consignee
  • Partner with Product Planners and DC’s to resolve issues, to ensure product availability, and shipment schedules
  • Cultivate and maintain positive relationships with internal and external customers
  • Complete instructions to freight forwarder/customs broker in a timely manner, assuring proper handling of documentation, banking, risk coverage, Communicate service and inventory issues to internal and external customers in a timely manner
  • Keep and maintain accuracy of ocean contracts for each country and provide freight quotes to customers for shipping product and advise arrival expectancy at destination
  • Verify that shipments and documentation are in compliance with foreign customs requirements and with international trade practices
  • Shipments containing hazardous materials require special attention and additional documentation
  • Prepare and/or request the issuance of appropriate documentation, considering local requirements
  • Prepare and participate in team and customer meetings
  • Train new Analyst on process and procedures of export customers
  • Navigate and research in SAP, customer's system (where required), 3rd party systems (where required), and Excel
  • Communicate regularly with sales, customer and other stakeholders on customer issues and opportunities
  • Recommend improvement opportunities in current exporting processes and procedures
  • Continually improve processes as the Clorox International markets grow
  • Proactively stay current with export rules and regulations and educate internal and external stakeholders accordingly.

Sales and Support Coordinator

Environmental Remedies, LLC
01.2019 - 01.2020
  • Conducted site visits of new and existing customers to advise how we could help the customer as well as to visually scope the work that is being requested of our technicians and operators
  • Prepared bids and quotes for new and existing customers using the scope of work obtained during onsite visits
  • Assisted sales in collecting wastewater samples from customers and take back to the lab to have tested for approval of the waste to be taken into our facility
  • Created required monthly reports, pipelines and spreadsheets for sales meetings with the sales team and upper management as well as the partners to be presented face-to-face and through scheduled conference calls, and own the preparation of the meeting minutes and sending meeting updates to the appropriate participants
  • Created change status and review information of existing and new customers using Company’s Software
  • Ensured that all customer and operation regulation paperwork was current with accurate information and issue it to the proper person in the organization for written approval if and when needed
  • Contributed to marketing, promoting and representing the company through website management, trade shows, and customer outreach
  • Developed and maintained relationships and favorable contacts with internal and external customers.

Sales and Support Coordinator

Cellofoam North AMERICA INC.
01.2017 - 01.2019
  • Gained a clear understanding of all existing customer account business needs and aligned with our products offered
  • Maintained being the trusted advisor for assigned customers, recognized and uncovered opportunities and then engaged internal resources to execute the solutions
  • Managed internal and external expectations for assigned customers
  • Obtained quotes and pricing on projects and required tooling
  • Created formal quotes for all projects and assigned existing customers
  • Maintained knowledge of current pricing and kept customers abreast to any changes
  • Managed all project information in the database to ensure accuracy
  • Provided problem-resolution regarding quotes, customer service and project request
  • Worked within a team environment supporting both team objectives and overall, Company objectives for customer satisfaction, revenue, quality, and productivity
  • Created as a team with Director of Sales, CEO and CFO, the pipeline for the company to track all sales activity.

Sr. Equipment Service/Sales Support Specialist Team Lead

C.R. bard, bmd division
01.2016 - 01.2017
  • Provided status reports to Contracts/Pricing, Finance, Legal, Territory & District Managers to ensure that medical equipment services were achieved
  • Facilitated the process of orders while managing the service/repair of medical equipment
  • Tracked the service and repair equipment status in the TrackWise system
  • Created new accounts and updated account information in Salesforce
  • Verified and input order information via email, EDI, and fax
  • Managed equipment loaners, evaluation, and trade-out process
  • Provided problem-resolution regarding shipping, orders, invoices, and customer service
  • Created and maintained relationships and favorable contacts with customers.

Service and Support Coordinator

MITSUBISHI ELECTRIC AUTOMATION
01.2011 - 01.2016
  • Assisted daily projects for Service Management
  • Created advance shipment orders and placed in delivery to be picked and staged for the warehouse
  • Created warranty and non-warranty service orders
  • Tracked orders with various carriers, created and approved Return Authorizations of field parts
  • Educated and sold customers on warranties and backups for their machines
  • Processed and created new and extended warranty contracts
  • Created and uploaded equipment records into SAP
  • Created and provided quotes to customers interested in upgraded or purchasing new equipment
  • Provided pricing and parts availability to the engineers and customers
  • Created and handle all invoices, debits, credits, and discrepancies in the south-east region
  • Created daily, weekly and monthly reports on business activity
  • Processed credit card payments to settle current and outstanding invoices
  • Created and updated procedures for engineers expected performance on a day-to-day basis.

Education

Pursuing - Bachelor of Science in Business Administration -

Georgia State University
Atlanta, GA

Skills

  • All Windows Operating Systems (Window 7 to present)
  • Salesforce, Track Wise, SAP, Tower, AS400, JDE, Great Plains

Page

1

Qualifications Summary

Versatile, results-oriented, and dedicated professional with over 20 years of comprehensive experience in customer service and support. Expert at implementing innovative solutions to resolve business challenges; and evaluating organization outcomes. Capable of working effectively with both team environments and individual assignments. Armed with excellent communication, leadership, organizational, analytical, and interpersonal skills.

Personal Information

Title: Sales & service Support Specialist

Timeline

Sales & service Support Specialist

Coca-Cola Company
01.2024 - Current

Export Order Operations Analyst Team Lead

Clorox
01.2020 - 08.2024

Sales and Support Coordinator

Environmental Remedies, LLC
01.2019 - 01.2020

Sales and Support Coordinator

Cellofoam North AMERICA INC.
01.2017 - 01.2019

Sr. Equipment Service/Sales Support Specialist Team Lead

C.R. bard, bmd division
01.2016 - 01.2017

Service and Support Coordinator

MITSUBISHI ELECTRIC AUTOMATION
01.2011 - 01.2016

Pursuing - Bachelor of Science in Business Administration -

Georgia State University

Similar Profiles

CREATE PROFILE
Cynthia Austin