Debra Corbett
Customer Service/manufacturing
Reynoldsburg,OH
Summary
Committed job seeker with a history of meeting company needs with Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
26
26
years of professional experience
Work History
Customer Service Representative Supervisor
Premier Packaging LLC
Reynoldsburg, OH
01.2019 - Current
- Conducted regular performance reviews with team members to identify areas of improvement in customer service skills.
- Supervised team of Customer Service Representatives to ensure effective customer service and adherence to departmental policies.
- Provided training and coaching on product knowledge, sales techniques, customer communication and problem resolution.
- Developed processes for handling escalated customer complaints in an efficient manner.
- Ensured that all Customer Service Representatives had the necessary tools and resources needed to perform their job duties effectively.
- Resolved conflicts between customers and representatives when appropriate.
- Participated in industry-related conferences or events to stay up-to-date on best practices in the field.
- Worked closely with other departments such as IT, Sales, Marketing and Operations to ensure seamless integration of services offered by the organization.
- Collaborated with Human Resources on disciplinary action plans when needed due to poor performance or misconduct among staff members.
- Communicated regularly with upper management regarding updates on team progress towards goals set forth by the organization.
- Trained staff to provide excellent customer service to challenging customers.
- Led department and supported team leads with process and personnel needs.
- Monitored team of up to 7 Customer Services Representatives to assess knowledge, tone and adherence to company policy.
- Resolved customer complaints or answered customers' questions.
- Coordinated with other supervisors, combining group efforts to achieve goals.
- Guided employees in handling difficult or complex problems.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Discussed job performance problems with employees, identifying causes and issues to find solutions.
- Implemented departmental policies and standards in conjunction with management to streamline internal processes.
- Interpreted and explained work procedures and policies to brief staff.
- Reviewed employees' work to check adherence to quality standards and proper procedures.
- Participated in subordinates' tasks to facilitate productivity or help overcome difficulties.
Customer Account Specialist
Premier Packaging
01.2015 - Current
- Worked with buyers on a daily basis on purchase orders, inventory and purchasing.
- Reviewed customer accounts for accuracy and completeness of information.
- Assisted in resolving escalated customer complaints quickly and efficiently.
- Responded promptly to internal and external emails regarding account discrepancies.
- Adhered to company policies when handling confidential client information.
- Collaborated with other departments on special projects as required.
- Answered customers' questions regarding orders, billing and returns.
- Followed up on communication with accounts to maintain customer engagement.
- Supported sales team in daily order processing and purchasing.
- Coordinated efforts with appropriate departments and personnel to promote customer satisfaction.
- Answered customer questions regarding account discrepancies or problems.
- Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems.
- Performed administrative functions for assigned accounts, recorded address changes and purged records.
- Coordinated customer requirements to include: order entry, purchasing, pricing, shipping/receiving, inventory management, production scheduling and tooling
- Accurately entered orders based on customer specifications, and follow-up with customers and warehouses to ensure timely next day deliveries
- Worked with invoicing, debits and credits
- Worked with multiple warehouses to coordinate timely and accurate deliveries
- Expedited customer orders with production, purchasing and delivery schedules
- Worked to troubleshoot unexpected problems by coordinating efforts among all related departments to ensure complete customer satisfaction
- Monitored customer inventories in multiple warehouses and issued factory tickets for stock replenishment
- Booked production jobs as needed
- Submitted purchase orders as needed
- Researched debit and chargeback claims
- Advised departments on customer compliance issues
- Contacted carrier representative to make arrangements and to issue
- Provided exceptional customer service to customers with inquiries, complaints and requests.
- Resolved customer issues in a timely manner while maintaining excellent customer relationships.
- Verified account details by contacting customers directly via telephone or email's.
- Developed strategies to improve customer satisfaction levels.
- Monitored daily workflow to ensure that all tasks were completed on time.
- Conducted regular reviews of existing accounts to ensure accuracy of details.
- Participated in training sessions to stay abreast of new product developments.
CSR & CSR LEAD
ODW Logistics
01.2009 - 01.2015
- Monitored order release and status
- Reported order updates and cancellations to appropriate departments
- Communicated with customers, employees, and other individuals to answer questions, explain information, take orders, and address complaints
- Customer compliance, chargebacks and bill backs, researched discrepancies
- Worked with carriers to schedule pick – ups and deliveries
- Performed weekly billing, including collections and credits
- Ordered supplies for Office and Warehouse
- Trained new hires
- Worked with incoming and outgoing EDI
- Freight quotes and scheduling
- Trained new hires
- Misc
- Other duties.
Customer Account Specialist / Traffic/ Credit Analyst
American Pacific Enterprises LLC.
01.1998 - 01.2008
- Performed EDI review and order entry to prepare orders for release
- Assisted consumers via telephone or email to resolve any issues
- Monitored order release and status
- Reported order updates and cancellations to appropriate departments
- Communicated with customers, employees, and other individuals to answer questions, disseminate or explain information, take orders, and address complaints
- Answered telephones, direct calls, and took messages
- Computed, recorded, and proofread data and other information, such as records or reports
- Reviewed files, records, and other documents to obtain information to respond to requests
- Collected, counted, and disbursed money, basic bookkeeping, and completed banking transactions
- Collected payments on past due invoices
- Reviewed files, records, and other documents to obtain information to respond to requests
- Opened, sorted, and routed incoming mail, answered correspondence, and prepared outgoing mail
- Operated office machines, such as photocopiers and scanners, facsimile machines, voice mail systems, and personal computers
- Completed and mailed bills, contracts, policies, invoices, or checks
- Researched debit and chargeback claims
- Advised departments on customer compliance issues
- Computed amounts, such as space available, and shipping, storage, and demurrage charges, using calculator or price list
- Prepared documents, such as work orders, bills of lading, and shipping orders to route materials Determined shipping method for materials, using knowledge of shipping procedures, routes, and rates
- Recorded shipment data, such as weight, charges, space availability, and damages and discrepancies, for reporting, accounting, and recordkeeping purposes
- Contacted carrier representative to make arrangements and to issue instructions for shipping and delivery of materials.
Education
Certification - Supply Chain Management
Columbus State Community College
Columbus, OH03.2015
Skills
- Skill Development
- Product Knowledge
- Issue Resolution
- Team Coaching
- Continuous Improvement
References
References available upon request.
Timeline
Customer Service Representative Supervisor
Premier Packaging LLC
01.2019 - Current
Customer Account Specialist
Premier Packaging
01.2015 - Current
CSR & CSR LEAD
ODW Logistics
01.2009 - 01.2015
Customer Account Specialist / Traffic/ Credit Analyst
American Pacific Enterprises LLC.
01.1998 - 01.2008
Certification - Supply Chain Management
Columbus State Community College