Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Erika Brooks

Willingboro,NJ

Summary

Customer-focused leader with 8+ years of experience in customer service, operations, and account management across logistics, manufacturing, and facility maintenance industries. Proven track record of managing teams, improving operational workflows, and driving customer satisfaction through process improvements and cross-functional collaboration. Adept in leading hybrid teams, streamlining order fulfillment, and using data-driven KPIs to optimize performance. Experienced in WMS, CRM systems, AS400, SAP, and MS Office.

Overview

9
9
years of professional experience

Work History

Customer Service Representative

InRcore/Gowanda Electronics
Bristol, PA
07.2024 - Current
  • Provide responsive communication and administrative support for customer quotation requests, order processing, shipment tracking, and expedited delivery coordination.
  • Manage term agreements and ensure contract compliance for key accounts.
  • Use AS400 and SAP to track and manage sales orders, resolve discrepancies, and maintain customer satisfaction.
  • Liaise with technical support and internal departments to address client needs.
  • Support customer satisfaction initiatives and assist in policy communication and enforcement.

Account Manager

Shields Facility Maintenance
Blue Bell, PA
01.2020 - 11.2023
  • Managed end-to-end client accounts, including vendor sourcing, compliance, invoicing, and work order tracking using CRM systems.
  • Investigated and resolved service issues, ensuring high customer satisfaction across assigned accounts.
  • Prepared scopes of work and documentation, and managed invoicing disputes with accuracy and professionalism.
  • Onboarded subcontractors and supported business development by helping expand retail client base.
  • Built and maintained strong client relationships with consistent communication and service quality.

Warehouse Manager & Customer Service Manager

MD3PL
Florence, NJ
02.2016 - 03.2020
  • Led daily morning meetings with CSRs and warehouse teams to align on inbound/outbound priorities.
  • Created real-time shared documents for customer visibility on order progress and implemented dock checks for operational clarity.
  • Reduced order processing time by 25% through optimized workflow strategies.
  • Increased inbound shipments from 4 to 8–10 per day and outbound shipments by 12 per day, 80 per week through efficient use of 3 designated dock doors.
  • Managed customer relationships, resolved issues promptly, and implemented strategic satisfaction initiatives.
  • Developed SOPs and training programs for both CSR and warehouse teams, enhancing performance and morale.
  • Monitored KPIs and collaborated cross-functionally to streamline logistics and improve operational efficiency.

Education

Associate of Science - Psychology

Rowan University
Glassboro, NJ

Skills

  • Data analysis
  • Client management
  • Sales support
  • Statistical software
  • Crisis intervention
  • Active listening
  • Customer Service Management
  • Team Leadership & Staff Development
  • Operations & Logistics Coordination
  • KPI Monitoring & Data Analysis
  • Process Optimization
  • Cross-Functional Collaboration
  • Vendor & Contract Management
  • CRM, WMS, AS400, SAP
  • Order Fulfillment & Expediting
  • SOP & Policy Development
  • Call Center/Remote Team Oversight

References

References available upon request.

Timeline

Customer Service Representative

InRcore/Gowanda Electronics
07.2024 - Current

Account Manager

Shields Facility Maintenance
01.2020 - 11.2023

Warehouse Manager & Customer Service Manager

MD3PL
02.2016 - 03.2020

Associate of Science - Psychology

Rowan University

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Erika Brooks