Edgar Sanchez
Joliet,IL
Summary
Highly organized, detail-oriented Customer Support Professional capable of performing in a high-volume, fast-paced, and challenging environment. Vastly knowledgeable in customer satisfaction and logistics transportation. Problem-solving and negotiating skills. Seeking a position where my experience will aid in maximizing productivity and achieving organizational objectives. Dedicated to maintaining a reputation built on quality, service, and uncompromising ethics.
Overview
13
13
years of professional experience
Work History
LOGISTICS CUSTOMER SUPPORT
Siemens Building Technologies
03.2017 - Current
- Provide direct internal and external customer support to employees and end customers in and outside of the US.
- Excellent communication skills with customer of various countries and backgrounds.
- Accountable for exporting ocean & air shipment deliveries of Siemens HAVAC and Fire safety equipment.
- Coordinate closely with customers and colleagues, ensuring timely pickups and deliveries while minimizing potential disruptions to their service needs.
- Handling of high-pressure situations calmly while resolving time-sensitive issues, maintaining professionalism at all times when interacting with clients or colleagues.
- Maintaining strong relationships with key clients through proactive phone calls and email regarding order updates and potential delays.
- Collaborate closely with sales teams to identify potential upselling opportunities, increasing overall revenue for all clients.
- Reduce order discrepancies with meticulous data entry, ensuring accurate billing and shipping information via SAP (E1P & PC1), Microsoft, Excel, and other Siemens software systems.
- Excellent organizational skills via a Customer Master application of all the different requirements of each customer in various countries Globally.
- Uploading of all customer purchase orders and legal documents onto a shared drive for Audit purposes.
- Management of up to four customer support email boxes for incoming inquiries from various Siemens accounts.
- Negotiating favorable shipping rates with carriers, leading to cost savings for both the company and customers.
- Coordinate cross-functional efforts between departments to resolve customer order requirements and logistical challenges.
- Manage client accounts effectively, ensuring timely payments and maintaining detailed records of client purchase orders.
- Investigating and resolving of customer inquiries and complaints quickly through shipping claims.
- Delivering exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responding to customer calls, offering excellent support and tailored recommendations to address needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Providing excellent customer care by assisting with product selection and handling ordering functions.
- Responding proactively and positively to rapid changes in Siemens products.
- Promoting superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Maintained contact with customers (internal and external) through daily communication via the Teams Application
- Assisting in processing RMA's (return material authorization) forms for excess or warranty covered materials
- Liaison with sales, marketing, and management teams to develop solutions for client service needs.
- Maintaining and updating training documents for all internal processes in order to maintain a uniform service to all clients
- Providing clients with Licensing details for Tidium and Desigo purchase orders via the FlexNet application
US Customer Support Representative
Siemens Building Technologies
11.2015 - 03.2017
- Served as point of contact for US based customers, communicating status of purchase orders, part updates and resolving issues in a timely manner
- Involved in areas of the shipping process ensuring customer parts are delivered in a timely manner; including, but not limited to: tracing freight / proving tracking information, producing shipping labels and expediting parts.
- Purchase order, billing invoices and shipping information data entry via SAP (E1P & PC1), Microsoft, Excel, and other Siemens software systems.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues via Shipping claims.
- Balanced multiple client accounts while maintaining high customer satisfaction.
- Consistently received positive feedback from both customers and colleagues alike due to dedication towards outstanding service delivery.
- Assisted in processing RMA's (return material authorization) forms for excess or warranty covered materials.
- Worked closely with customers, Technical Support and Parts Managers when materials were obsoleted and to find replacement models that would fit their unique job requirements.
Shipping Lead
Siemens Building Technologies
09.2011 - 11.2015
- Provided leadership to ~22 department employees accountable for packaging customer products
- Oversaw and managed customer product packaging and the shipping process entry via SAP
- Planning, organizing and executing the packaging of domestic (US) and International customer products
- Instrumental in the selection, training, and development of team members; managed payroll, conducted performance reviews
- Managed the workflow ensuring proper and timely packaging of customer products
- Planned, organized, and controlled the packaging process and output of the operations to ensure an high level of service and quality
- Trained employees to provide exceptional customer satisfaction of products
- Functioned as the primary interface between internal customers and external trucking companies
- Loading of freight, distributed load and full trucks
- Worked on numerous management projects for Warehouse Optimization initiatives
- Received recognition and praise from managers across various internal departments
Education
High School Diploma -
Main High School West
Des Plaines06.2005
Skills
- Customer oriented
- Computer, SAP, excel, Microsoft
- Leadership
- Communication with clients of various countries and backgrounds
- Bilingual (Spanish)
- Analytical
- Problem-Solving
- Collaboration
- Attention to Detail
- Dedication
Certified in the proper handling and shipping of Hazardous materials
OSHA and IATA Certifications
Timeline
LOGISTICS CUSTOMER SUPPORT
Siemens Building Technologies
03.2017 - Current
US Customer Support Representative
Siemens Building Technologies
11.2015 - 03.2017
Shipping Lead
Siemens Building Technologies
09.2011 - 11.2015
High School Diploma -
Main High School West
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