Elizabeth Penland
Rock Hill,SC
Summary
Accomplished Customer Service Team Lead and Business Key User at Atlas Copco, adept in SAP Order Handling and fostering strong client relationships. Skilled in time management and critical thinking, contributing to efficient order management processes. Recognized for dependability and quality control, I've significantly contributed to cross-functional team collaborations and international relations.
Overview
8
8
years of professional experience
Work History
Customer Service Team Lead and Business Key User
Atlas Copco, Power Technique
02.2019 - Current
- Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed. Also, monitor their orders to ensure proper flow and to keep my team's reports tidy.
- Coached new team members on all customer service techniques and navigation in the supported applications.
- Addressed escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.
- Led regular team meetings to review system changes, updates and refreshers for all processes and applications. This includes parts ordering, claims, returns, credits and much more all in SAP. In my BKU role, I have become very proficient in most tasks in SAP to help better my team and myself.
- Collaborated with cross-functional teams to develop new strategies for improving the overall customer experience. I have been a part of many new projects within the company including the launch of Web Shop, Extended Warranty Contracts, and Direct Returns in Power Apps. I was just recently nominated to assist in the UBT split of FAM codes in SAP for the company.
- Checked the status of orders and back-ordered products to coordinate efficient shipments with our dealers.
- Completing all required tasks required by my direct manager in an efficient and timely manner.
- I have also been selected to travel for the company to better understand the work that goes into our service centers. While representing the customer service team and building better relationships internally. This includes Belgium, Canada and Georgia.
- Attending regular BKU meetings to stay refreshed and aware of all processes and functions within SAP for order handling.
Retail Sales and Service Specialist
Comporium
11.2016 - 02.2019
- Cultivated strong relationships with clients through excellent communication skills and genuine concern for their needs, leading to increased client retention rates over time.
- Managed inventory levels, restocking shelves as needed to maintain an attractive retail space.
- Assisted in driving sales growth through upselling services, packages, and retail products to clients.
Education
Skills
- SAP Order Handler
- Time Management
- Detail Oriented
- Prioritizing
- Dependable
- Quality Control
- Order Management
- Report Generation
- Data Management
- Critical Thinking
Timeline
Customer Service Team Lead and Business Key User
Atlas Copco, Power Technique
02.2019 - Current
Retail Sales and Service Specialist
Comporium
11.2016 - 02.2019
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