Erika Pietrowski
North Baltimore
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Brings 15-year background maintaining customer satisfaction and contributing to company success. Proficient in ERP and CRM software.
Overview
23
23
years of professional experience
Work History
Customer Service Lead
Papertech
12.2023 - Current
- Lead and manage a team of customer service representatives
- Monitor customer service representative performance and provide feedback
- Develop customer service policies and procedures
- Handle customer inquiries, complaints, and comments
- Ensure customers' issues are resolved in a timely manner
- Monitor customer satisfaction levels
- Develop customer service initiatives to improve customer satisfaction
- Provide customer service training to new and existing employees.
Production Scheduler/ Capacity Planner
PaperTech
09.2022 - 12.2023
- Design and implement the processes in the ERP system
- Schedule all weekly production and ensure effective implementation of the schedule
- Manage and maintain all system parameters for production schedule and monitor for effectiveness
- Ensure compliance with all guidelines and ensure optimal utilization of all resources
- Work with Procurement Manager to bring in raw materials on time
- Work with Engineering to manage timelines for new/changing products
- Verify through the ERP system that there is enough capacity at the required time to achieve customer satisfaction, good productivity, and profitability
- Build forecasting models through the ERP system to ensure that there is available capacity, required capacity, and required labor hours
- Generate reports and analyze metrics, communicating forecast and inventory estimations to management
- Propose and implement solutions to improve demand forecast accuracy.
Operational Support Specialist
PaperTech
01.2022 - 09.2022
- Creating and updating all company SOPs and work instructions
- Back up to Customer Service Department, Shipping Manager and Scheduling Manager
- Correcting Invoicing mistakes or errors
- Investigating inventory issues caused by the production floor
- Responsible for all receiving of raw materials
- Responsible for scheduling deliveries of Raw materials
- Responsible for cycle counts
- Part of many special teams to improve and initiate new process to the company that are missing or lacking.
Lead Customer Service Representative/scheduler
Ohio Logistics
09.2021 - 01.2022
- The Customer Service Lead oversees and assists with the day-to-day activities as instructed by the Office Manager
- Lead acts as a 'player-coach,' monitoring and assisting the work of the office performing a variety of duties related to office, warehousing, transportation and safety in the office
- The CSR Lead also assists with implementing work procedures to increase productivity and improve service within the operation with the direction of the Office Manager.
Customer Service Team Lead/Corporate Accounts
Betco Corporation
03.2020 - 12.2021
- Lead and manage a team of customer service representatives
- Monitor customer service representative performance and provide feedback
- Handle Corporate accounts: Amazon and Home Depot
- Reviews and processes orders received via phone, e-mail and fax from customer or sales representative/key account manager and Electronic Data Interchange (EDI) orders in a timely and accurate manner
- Part of team that developed and instituted new processes to align with Order Kaizen
- Provides return authorization numbers and instructions on how to return product to various warehouses utilizing company tools provided
- Processes credit and re-bill transactions as required
- Allocates inventory when product is available; including back orders and consigning orders to ship cost effectively
- Ensures that large order pick tickets are forwarded to Shipping department to be split and forwards load information to appropriate parties
- Creates open order reports and provides reports to sales representatives and key account managers weekly or as required
- Ensures orders processed are shipped in a timely manner by using Apprise and Shipping Calendar
- Communicates any issues impacting customer satisfaction such as, inventory shortages, customer back orders, difficulties processing orders and delayed shipments with key stakeholders
- Provides order & credit confirmation numbers and other related information via email to independent dealers, retail outlets, sales representatives and key account managers as required
- Responsible for providing customer service for Inside Sales
- Answers independent dealer/retail outlet inquires with regards to product specifications, pricing, availability of inventory, status of orders and booking of pick-up or delivery appointments
- Identifies, records and resolves customer complaints with the assistance of sales representative, key account managers if required or escalates to management
- Assists the sales representatives and key account managers by providing inventory status and other relevant reports (as required)
- Responds to customer email/phone/fax requests for product detail and dealer locations utilizing company tools provided
- Provides new pricing information to customer base; if requested by customer, sales representatives and key account managers
- Responsible for the processing of Damage Allowance and Price Adjustments
- Negotiates damage allowances within a specified range provided
- Reviews and approves price adjustments according to company approved lists
- Files/processes claims against carriers for shortages and damages
- Responsible for the filing and office maintenance
- Files orders, returns, faxes and correspondence from customers; record keeping is key to this role
- Assists the Accounts Receivable Department and Collections by providing purchase orders and specific information missing on the invoices.
Customer Service Team Lead
Danby Products Ltd.
07.2015 - 03.2020
- Reviews and processes orders received via phone, e-mail and fax from customer or sales representative/key account manager and Electronic Data Interchange (EDI) orders in a timely and accurate manner
- Provides return authorization numbers and instructions on how to return product to various warehouses utilizing company tools provided
- Processes credit and re-bill transactions as required
- Allocates inventory when product is available; including back orders and consigning orders to ship cost effectively
- Ensures that large order pick tickets are forwarded to Shipping department to be split and forwards load information to appropriate parties
- Creates open order reports and provides reports to sales representatives and key account managers weekly or as required
- Ensures orders processed are shipped in a timely manner by using Apprise and Shipping Calendar
- Communicates any issues impacting customer satisfaction such as, inventory shortages, customer back orders, difficulties processing orders and delayed shipments with key stakeholders
- Provides order & credit confirmation numbers and other related information via email to independent dealers, retail outlets, sales representatives and key account managers as required
- Responsible for providing customer service for Inside Sales
- Answers independent dealer/retail outlet inquires with regards to product specifications, pricing, availability of inventory, status of orders and booking of pick-up or delivery appointments
- Identifies, records and resolves customer complaints with the assistance of sales representative, key account managers if required or escalates to management
- Assists the sales representatives and key account managers by providing inventory status and other relevant reports (as required)
- Responds to customer email/phone/fax requests for product detail and dealer locations utilizing company tools provided
- Provides new pricing information to customer base; if requested by customer, sales representatives and key account managers
- Responsible for the processing of Damage Allowance and Price Adjustments
- Negotiates damage allowances within a specified range provided
- Reviews and approves price adjustments according to company approved lists
- Files/processes claims against carriers for shortages and damages
- Responsible for the filing and office maintenance
- Files orders, returns, faxes and correspondence from customers; record keeping is key to this role
- Assists the Accounts Receivable Department and Collections by providing purchase orders and specific information missing on the invoices.
Administrative Assistant/ staffing coordinator
Phoenix Staffing
05.2015 - 07.2015
- Receive and place telephone calls
- Schedule and make appointments
- Make photocopies of correspondence, documents, and other printed matter
- Draft and type office memos
- Operate office machines, such as photocopiers and scanners, facsimile machines, voice mail systems, and personal computers
- Answer telephones, direct calls, and take messages
- Maintain and update filing, inventory, mailing, and database systems, either manually or using a computer
- Communicate with customers, employees, and other individuals to answer questions, disseminate or explain information, take orders, and address complaints
- Open, sort, and route incoming mail, answer correspondence, and prepare outgoing mail
- Complete work schedules, manage calendars, and arrange appointments
- Inventory and order materials, supplies, and services.
Multi Channel Customer Service
Best Buy
09.2012 - 05.2015
- Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
- Advocate Best Buy goals, objective, policies and procedures to customer service specialists so they deliver a high level of customer satisfaction and retention
- Verify all planograms are correctly set
- Use computers to produce signage
- Take photographs of displays or signage
- Place prices or descriptive signs on backdrops, fixtures, merchandise, or floor.
Phlebotomist
Biolife Plasma Services
08.2011 - 03.2012
- Monitor blood or plasma donors during and after procedures to ensure health, safety, and comfort
- Explain fluid or tissue collection procedures to patients
- Perform saline flushes or dispense anticoagulant drugs, such as Heparin, through intravenous (IV) lines, in accordance with licensing restrictions and under the direction of a medical doctor
- Calibrate or maintain machines, such as those used for plasma collection
- Serve refreshments to donors to ensure absorption of sugar into their systems
- Enter patient, specimen, insurance, or billing information into computer.
Customer Service Representative
Verizon Wireless
11.2008 - 05.2010
- Organize or work with detailed office or warehouse records, using computers to enter, access, search or retrieve data
- Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Check to ensure that appropriate changes were made to resolve customers' problems
- Determine charges for services requested, collect deposits or payments, or arrange for billing
- Refer unresolved customer grievances to designated departments for further investigation
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
Office Clerk
Cedar Point
05.2001 - 10.2008
- Check mail in order to ensure correct postage and that packages and letters are in proper condition for mailing
- Sort incoming and outgoing mail, according to type and destination, by hand or by operating electronic mail-sorting and scanning devices
- Operate office machines, such as photocopiers and scanners, facsimile machines, voice mail systems, and personal computers
- Answer telephones, direct calls, and take messages
- Maintain and update filing, inventory, mailing, and database systems, either manually or using a computer
- Communicate with customers, employees, and other individuals to answer questions, disseminate or explain information, take orders, and address complaints
- Compile, copy, sort, and file records of office activities, business transactions, and other activities
- Complete work schedules, manage calendars, and arrange appointments
- Inventory and order materials, supplies, and services.
Education
Bachelor of Science - Supply Chain Management
Franklin University
Columbus, OH06.2025
High School Diploma -
Vermilion High School
Vermilion, OH06.2003
Skills
- Supply chain (5 years)
- Logistics (5 years)
- Customer service (15 years)ERP Systems
- Manufacturing
- Order Entry
- Sales Support
- EDI
- Account Management
- CRM Software
- ERP Software
- Forecasting
- Continuous improvement
- Production planning
- Customer Complaint Resolution
- Customer Relations
- Team training and development
Personal Information
Title: Supply Chain Expert
Timeline
Customer Service Lead
Papertech
12.2023 - Current
Production Scheduler/ Capacity Planner
PaperTech
09.2022 - 12.2023
Operational Support Specialist
PaperTech
01.2022 - 09.2022
Lead Customer Service Representative/scheduler
Ohio Logistics
09.2021 - 01.2022
Customer Service Team Lead/Corporate Accounts
Betco Corporation
03.2020 - 12.2021
Customer Service Team Lead
Danby Products Ltd.
07.2015 - 03.2020
Administrative Assistant/ staffing coordinator
Phoenix Staffing
05.2015 - 07.2015
Multi Channel Customer Service
Best Buy
09.2012 - 05.2015
Phlebotomist
Biolife Plasma Services
08.2011 - 03.2012
Customer Service Representative
Verizon Wireless
11.2008 - 05.2010
Office Clerk
Cedar Point
05.2001 - 10.2008
Bachelor of Science - Supply Chain Management
Franklin University
High School Diploma -
Vermilion High School
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