Gabrielle Hansell
Barto,USA
Summary
Customer-focused Senior Customer Service and Operations Professional with 16+ years of experience supporting high-volume accounts in manufacturing and distribution environments. Proven ability to lead teams, manage complex order fulfillment, coordinate logistics, and improve processes through SOP development. Known for reliability, adaptability, and delivering exceptional service to both internal and external stakeholders.
Overview
17
17
years of professional experience
Work History
Senior Customer Service Representative
Blommer Chocolate Company
East Greenville, USA
06.2021 - Current
- Serve as a senior resource for customer service operations in a fast-paced manufacturing environment, managing high-priority orders and complex customer needs.
- Recognized as the primary contact for order entry support and troubleshooting, ensuring accuracy and timely fulfillment.
- Coordinate FTL, LTL, intermodal, and bulk shipments, working closely with logistics and carrier partners.
- Lead team meetings and provide guidance in the manager’s absence to maintain productivity and service levels.
- Train and mentor new hires, accelerating onboarding and improving overall team performance.
- Develop and maintain Standard Operating Procedures (SOPs) to improve efficiency, consistency, and knowledge sharing.
- Represent the company in weekly virtual meetings with key/Platinum customers, ensuring service expectations are met or exceeded.
- Promote collaboration across sales, logistics, and warehouse teams to ensure smooth order fulfillment.
- Earned promotion to Senior Customer Service Representative in recognition of leadership, expanded responsibilities, and performance.
Customer Service Representative
Blommer Chocolate Company
East Greenville, USA
03.2017 - 06.2021
- Processed customer orders and managed service requests using Great Plains, SalesPad, and SAP.
- Utilized VisiShip TMS to tender bulk loads, generate scheduling reports, and coordinate with carriers to provide accurate ETAs.
- Logged and tracked customer complaints to ensure timely resolution and continuous improvement.
- Supported staffing transitions by assuming additional responsibilities to maintain uninterrupted operations.
- Accessed WMS and LIMS systems to retrieve lot codes, expiration dates, Certificates of Analysis (COAs), and product release data.
- Participated in interviews for new hires, providing feedback to support team growth and quality.
Receptionist / Administrative Support
Blommer Chocolate Company
East Greenville, USA
02.2016 - 03.2017
- Managed multi-line phone systems supporting five facilities, ensuring accurate call routing and professional front-office operations.
- Selected to participate in the Continuous Improvement (CI) Team, contributing to initiatives that enhanced customer experience.
- Created and maintained a comprehensive phone directory for multiple North American locations.
- Supported administrative functions including travel coordination, scheduling, and documentation.
- Developed SOPs to improve workflow efficiency and consistency.
Customer Service / Sales | Office Assistant | Shipping
Quaker State Tube / Springhouse Specialties Plumbing
Zieglerville, USA
09.2013 - 01.2016
- Delivered high-quality customer service by responding to technical inquiries, pricing requests, availability questions, and warranty claims.
- Entered and processed domestic and international purchase orders, including export documentation.
- Collaborated with manufacturers and wholesalers to recommend appropriate product solutions.
- Supported warehouse operations, including order picking, packing, and shipping via UPS/FedEx systems.
- Served as acting Warehouse Manager, overseeing staff and workflow during management absences.
Purchasing / Fleet / Inventory Clerk | Administrative Assistant
Lehigh Valley Dairy Farms / Dean Foods
Lansdale, USA
06.2009 - 01.2013
- Provided administrative and customer-facing support across Purchasing, Fleet/Maintenance, HR, and Transportation departments.
- Filled in for Transportation staff during extended leave, quickly mastering Route Management System (RMS) software.
- Managed fleet parts inventory and preventative maintenance documentation to ensure compliance and accuracy.
- Created purchase orders, reconciled corporate credit card statements, and generated operational reports.
- Negotiated with vendors to secure competitive pricing and cost savings.
- Maintained spreadsheets to track departmental budgets and expenses.
Education
Associate of Science -
Montgomery County Community College
Pottstown, PASkills
- Customer Service Leadership
- Order Management & Accuracy
- Client & Account Support
- Logistics Coordination (FTL, LTL, Intermodal, Bulk)
- Process Improvement & SOP Development
- Team Training & Mentorship
- Cross-Functional Collaboration
- Inventory Management
Systems And Tools
- Great Plains
- SalesPad
- SAP
- VisiShip TMS
- WMS
- LIMS
- J.D. Edwards
- Microsoft Office
- SQL Server Reporting Services
- QuickBooks
- MP2
- Citi Direct Global Card
Timeline
Senior Customer Service Representative
Blommer Chocolate Company
06.2021 - Current
Customer Service Representative
Blommer Chocolate Company
03.2017 - 06.2021
Receptionist / Administrative Support
Blommer Chocolate Company
02.2016 - 03.2017
Customer Service / Sales | Office Assistant | Shipping
Quaker State Tube / Springhouse Specialties Plumbing
09.2013 - 01.2016
Purchasing / Fleet / Inventory Clerk | Administrative Assistant
Lehigh Valley Dairy Farms / Dean Foods
06.2009 - 01.2013
Associate of Science -
Montgomery County Community College