ERIC EDWARDS
Columbus
Summary
Dynamic professional with a proven ability to understand customer needs, extract valuable insights, and deliver tailored solutions. Strong problem-solving capabilities and a commitment to achieving results under tight deadlines. Thrives in collaborative team environments and independent settings, adeptly managing diverse projects from inception to completion with meticulous follow-through. Exceptional listening and assessment skills consistently drive positive outcomes through effective solutions.
Overview
11
11
years of professional experience
Work History
Senior Customer Success Associate
Wolters Kluwer
Columbus, Ohio
06.2021 - Current
- Achieved timely and professional service delivery by effectively liaising with law firms through clear verbal and written communications. Streamlined project management processes by organizing and prioritizing a high volume of lien search orders, consistently meeting departmental service level agreements. Enhanced document accuracy by auditing incoming submissions for completeness before state agency submission. Optimized database search results by conducting thorough searches per clients’ specifications, leveraging legal knowledge to prevent duplication. Drove initiatives in partnership with upper management to boost efficiency and effectiveness within the workgroup.
Customer Relationship Specialist
Akzo Nobel Coatings
Columbus, Ohio
11.2017 - 06.2021
- Achieved high client satisfaction levels by effectively managing relationships with coil coaters and end-use customers in midwest region. Resolved client issues related to open orders as the primary contact. Streamlined order registration and processing in SAP system for incoming customer requests. Enhanced product knowledge through collaboration with field sales personnel, facilitating alternative solutions for out-of-stock items. Ensured accurate matching of purchase orders with invoices for timely payment processing. Documented and tracked business opportunities using CRM database to support growth initiatives.
Operations/Merchandise Leader
The Gap
Dublin, Ohio
05.2016 - 11.2017
- Achieved high customer satisfaction by directing sales floor activities and resolving store-level challenges. Optimized merchandise flow and product placement for incoming shipments, enhancing operational efficiency. Improved order accuracy by supervising in-store order and merchandise reserve program in partnership with e-commerce teams. Increased product turnover by conducting timely audits and managing transfers of damaged merchandise, effectively reducing surplus. Ensured optimal inventory levels through management of product signage and store fixtures while procuring necessary supplies. Enhanced customer purchasing experiences through relationship building and suggestive selling, contributing to increased store profitability. Strengthened community ties by coordinating volunteer activities and special events aligned with Gap Foundation's mission.
Customer Solutions Representative
Nexeo Solutions, LLC
Columbus, Ohio
06.2015 - 05.2016
- Led communication with customers, sales managers, and upper management to provide updates on order status. Managed resolution of shipment issues, ensuring carrier delays and lost orders were addressed to maintain delivery schedules. Oversaw the entry of purchase orders for both in-stock and special order merchandise. Directed the processing of returns and transfers for defective products through the company's distribution network. Established and maintained new customer accounts, ensuring adherence to compliance and regulatory standards. Orchestrated the distribution of sample requests to drive future sales growth. Analyzed daily reports to confirm order accuracy and timeliness, identifying areas for process enhancement.
Education
Bachelor of Arts - History
The Ohio State University
Columbus, OH12-2026
Associate of Arts - Liberal Arts
Columbus State Community College
Columbus, Ohio, OH05-2016
Skills
- Client engagement strategies
- Revenue growth tactics
- Skilled in customer relationship management software
- Feedback analysis
Timeline
Senior Customer Success Associate
Wolters Kluwer
06.2021 - Current
Customer Relationship Specialist
Akzo Nobel Coatings
11.2017 - 06.2021
Operations/Merchandise Leader
The Gap
05.2016 - 11.2017
Customer Solutions Representative
Nexeo Solutions, LLC
06.2015 - 05.2016
Bachelor of Arts - History
The Ohio State University
Associate of Arts - Liberal Arts
Columbus State Community College