DEBBIE A. SMITH
Leonardo,USA
Summary
Accomplished and detail-oriented professional in customer service, inside sales, and membership services, thriving in fast-paced environments while demonstrating exceptional organizational and interpersonal skills. Extensive experience in planning, organizing, evaluating, and following up on diverse responsibilities with precision and timeliness. Proven ability to multitask effectively and manage cross-functional tasks across various departments, complemented by a strong track record in process management and relationship building. Highly proficient in technology, with a quick adaptability to new databases and exceptional skills in troubleshooting and resolving operational challenges.
Overview
30
30
years of professional experience
Work History
Wedgwood Marketing Assistant
- Supported Director of Marketing Logistics and Director of Formal Dinnerware. Assisted in product development projects and events for the Vera Wang Collection, Martha Stewart dinnerware, and Sarah, the Duchess of York. Established vendor relations with domestic and overseas 3rd party suppliers. Assisted in creating visual specs for outsourced product briefs to compliment core ceramic collections for product development, using Adobe Photoshop 7.0. Managed the Wedgwood Bridal Incentive Program. Managed the ‘Wedgwood Promise Program’ and ‘Engraved Invitation Plate Program which involved direct communication with consumers as well as major US Retailers. Managed annual price book mailing.
Membership Services Specialist
New Jersey State Funeral Directors Association
Wall, NJ
04.2023 - 12.2024
- Supports Director of Governance and Executive Management. Responsible for the collection of membership dues payments as well as maintenance of membership database for over 1,000 Funeral Directors of New Jersey. Manage the dues process with regard to the preparation of dues billing, report creation and producing membership cards using the iMIS database. Generate queries and exports from stored and ad-hoc membership reports for management reporting and member mailings. Oversee the creation of events in iMIS and/or Adobe Connect (or similar application) for meetings, in-person seminars, webinars and product orders. Process member registrations for webinars and NJSFDA annual convention as well as product orders for OSHA Compliance Plans. Process check and credit card payments in iMIS for membership registrations, product orders and other products and services; reconcile batch reports to the payments. Update and maintain the board and committee rosters for the annual governance cycles in both iMIS and BoardEffect, our board management platform. Engage with members and prospective members to build and deepen trusted relationships by uncovering and recommending appropriate solutions for their needs. Oversee the process for honoring deceased members, including In Memoriam notices, processing member donations. Conduct research and data audits for the Membership Directory, published annually. Develop and document processes to utilize iMIS reports that integrate with cross-departmental systems.
Customer Service and Marketing Associate
Palm Beach Beauté, LLC div. of Great American Beauty
Sayreville, NJ
04.2022 - 07.2022
- Supports Executive Vice President of Development and Marketing and VP International Sales - Global Consultant. Processed export orders, communicated shipping requirements with the warehouse and coordinated freight forwarder details to the customer. Managed work flow of product registration per country adhering to the specific requirements and reviewed with Marketing and Production Planning. Prepared all necessary documentation (NAFTA Certificate, Commercial Invoice, Packing Slip, COO, and Shipper’s Export Declaration) in order to export out of the US. Monitored regulatory changes affecting export regulations and adjusted business procedures accordingly. Supported the International Sales and Marketing teams in following through with basic and sample orders, communicated with individual customers relating to specific shipping and registration requirements and provided available stock updates to our International sales representatives. Coordinated with Logistics Manager to consolidate shipments within similar markets to reduce freight costs.
Customer Service Account Manager
Component Hardware
Matawan, NJ
10.2018 - 04.2022
- Supports Director of Sales & Marketing and VP Sales & Marketing as well as Business Development Managers (BDM). Successfully managed a portfolio of top tiered accounts with wholesale orders of over $2.5 million annually, while providing exceptional customer service, high quality of business services and maintaining overall operational efficiency as well as developing additional business from those accounts. Demonstrates a commitment to high levels of customer service and a sense of urgency in satisfying and delighting clients. Performs job duties necessary to provide excellent service required to maintain existing accounts while ensuring that communication to clients are accurate and timely. Manages and expedites orders as well as monitors status of all blanket orders according to customer accounts requirements. Maintains and reviews inventory levels and orders stock if necessary; provides inventory status to client. Strong knowledge of customer service processes including handling complaints, inventory or product availability, shipping issues, return authorizations/credits. Ensures adherence to client contracts and Service Level Agreements. Problem solves any internal problems that interfere with high quality service provided to our clients and creates resolution plans. Acts as a partner to the BDM on implementations for new product launches, pursues opportunities within existing business. Develops specific plans for each client to present additional solutions with the goal of maintaining and growing the relationship. Exceptional organization and time management skills - able to handle multiple aspects of several ongoing projects, including timelines, client concerns and other internal project maintenance as needed. Able to work under pressure in a fast-paced environment and remain composed and objective in highly stressful situations. Mentor to new Customer Service Account Representatives in person and/or remotely via Microsoft Teams applying verbal and visual tools adhering to current procedures preparing them to work independently and confidently.
Customer Service Manager
Longfield Gardens
Lakewood, NJ
01.2018 - 06.2018
- Supported Web Store Manager and Marketing Manager. Responsible for overseeing a high level of customer service across several business channels. Superior level of expert communication, problem-solving, and leadership skills. Identified the root cause of customer issues and resolve them quickly, while communicating with all parties in and observed opportunities to continuously improve internal systems. Fielded and resolved customer inquiries, questions, and complaints via phone, email, and social media. Assisted customers in placing new orders, helped guide them through product selection and the checkout process. Issued refunds or replacement orders for unsatisfied customers. Resolved credit card issues. Recommended solutions that would improve the customer experience both short and long-term. Supported customers with escalating issues in a timely manner. Made product recommendations based on customer feedback and analytics. Utilized customer service platform Zendesk to create a more seamless customer experience – including automation functions, insights, customer profiles, etc. Put systems in place that would allow the department to scale at the same rate of growth as the rest of the company.
Senior Customer Service Specialist
DMC Corporation (Dollfus Mieg Company)
Edison, NJ
01.2016 - 01.2018
- Supported VP Sales & Marketing and Customer Service Manager. Dedicated high energy Customer Service Representative, Motivated to maintain customer satisfaction and contribute to company success. Prioritize and processing same day orders, expedite and follow through order processing and management of Wholesale Distributors, B2B, Mass Retailers (i.e., Walmart, Target, Michaels, Joann’s, Hobby Lobby, etc.) and International accounts. Processed orders and overseas FOB France in a timely efficient manner. Ability to bring in orders via EDI through Document Flow Manager. Manage high volume email correspondences, monitor orders from inception to completion, communication with customers, problem solving, and managing inventory levels as well as communicating eta’s with customers. Interfacing and achieving strong cross-functional relationships with sales force, shipping, accounting and product development teams. Proven ability to establish and maintain relationships with customers with expediting orders in a timely fashion earning a reputation for delivering exceptional customer service. Reliable and driven, with strong time management skills and prioritization abilities. Respond quickly to customer needs and expectations. Consistently improve customer satisfaction through expert resolution of conflicts, issues and concerns. Cross-trained and provided back-up for other customer service representatives when needed. Being point of contact for escalated customer service issues ensuring consistently high levels of customer excellence. Developing customer service personnel to their fullest potential. Actively identifying areas where processes and systems can be improved. Providing clear leadership and direction to the customer service team on a daily basis. Approachable, supportive, and willing to assist others.
Senior Customer Service Specialist
Smartpool LLC
Lakewood, NJ
05.2010 - 01.2016
- Supported VP Sales & Marketing as well as CEO. Processing and prioritizing US, International, and E-commerce customer sales orders. Processing shipment releases for various International Logistics, i.e., France, China, Australia. Monitoring sales orders until completion to ensure the customers’ delivery expectations are met. Building communications with customers regarding product availability, pricing, special deals, etc. Communicating with factory and/or warehouse to ensuring goods are delivered on time to customers. Processing shipments and invoicing customers. Managing customer profiles to ensure customer information is accurate and up to date. Creating and maintaining spreadsheets to report and analyze data to senior managers. Maintaining optimal stock levels to ensure timely availability of products. Implement new ideas and procedures to enhance the order administration process. Performing various projects on a need basis.
Wedgwood Marketing Assistant Product Manager – Casual Dinnerware and Outsourcing
Waterford Wedgwood, Inc.
Wall, NJ
09.1994 - 09.2004
- Managed development of outsourced products (including technical & compliance testing) from inception to completion. Drafted New Product Development Briefs and follow through with internal and external suppliers, including timely receipt of quotes, samples and inventory. Design and implementation of packaging specifications for outsourced product ranges, including elements required for vendor compliance requirements of major department stores. Collaborated with department heads to facilitate smooth operations. Created visual specs for outsourced product briefs. Analyzed and proposed promotional offers to key accounts. Analyzed monthly sales reports of various product lines. Managed the marketing department sample account and collateral materials. Attendance of bi-annual New York Tabletop Show with special focus on 3rd party sourced vendors.
Education
Certificate - Graphic Design
Pro Train Inc.
Adobe Photoshop 7.0
DDP Training Seminar
B.S. - Business Administration/Management
Monmouth University
01.2002
Skills
- Proficient in MS Office suite
- Adobe Photoshop proficiency
- Shipping software proficiency
Timeline
Membership Services Specialist
New Jersey State Funeral Directors Association
04.2023 - 12.2024
Customer Service and Marketing Associate
Palm Beach Beauté, LLC div. of Great American Beauty
04.2022 - 07.2022
Customer Service Account Manager
Component Hardware
10.2018 - 04.2022
Customer Service Manager
Longfield Gardens
01.2018 - 06.2018
Senior Customer Service Specialist
DMC Corporation (Dollfus Mieg Company)
01.2016 - 01.2018
Senior Customer Service Specialist
Smartpool LLC
05.2010 - 01.2016
Wedgwood Marketing Assistant Product Manager – Casual Dinnerware and Outsourcing
Waterford Wedgwood, Inc.
09.1994 - 09.2004
Wedgwood Marketing Assistant
Adobe Photoshop 7.0
DDP Training Seminar
B.S. - Business Administration/Management
Monmouth University
Certificate - Graphic Design
Pro Train Inc.