Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Gina Moore

Dyersburg,Tennessee

Summary

Talented and Knowledgeable professional with experience in supply chain management, inventory management, customer service and effective communication. Detail-oriented at problem-solving and developing innovative strategies to improve customer satisfaction. Possesses exceptional communication and organizational skills to lead cross-functional teams. Leveraging technology to automate processes.

Overview

33
33
years of professional experience
1
1
Certification

Work History

Backorder Resolution Manager

Komatsu North America
04.2025 - Current
  • Led resolution initiatives to improve customer satisfaction and loyalty.
  • Analyzed complex customer issues, developing tailored solutions to enhance service delivery.
  • Collaborated with cross-functional teams to streamline processes, reducing resolution time significantly.
  • Developed training materials focused on effective communication and problem-solving techniques for team members.
  • Oversaw performance metrics, driving continuous improvement through data analysis and reporting insights.
  • Proactively identified potential problems before escalation, taking appropriate action to resolve them promptly.
  • Delivered regular reports on resolution metrics, providing valuable insights into areas needing improvement.
  • Facilitated open lines of communication between customers and relevant departments, ensuring fast issue resolution timescales.
  • Reduced case backlog through prioritization and effective time management strategies.
  • Developed and implemented resolution strategies to reduce customer complaints and increase retention rates.
  • Established strong working relationships with key stakeholders, fostering a collaborative environment for issue resolution.
  • Streamlined processes by creating standard operating procedures for consistent handling of customer concerns.
  • Monitored team performance against KPIs, identifying opportunities for continuous improvement in service delivery.
  • Conducted root cause analysis on customer disputes, resulting in the implementation of preventative measures.
  • Led training sessions for both new hires and existing staff on best practices in conflict resolution strategies.

SUPPLY CHAIN MANAGER

Komatsu America
07.2023 - Current
  • Established and maintained relationships with suppliers and vendors.
  • Negotiated with vendors to determine availability, pricing, and terms of sale.
  • Coordinated logistics activities with Fed-Ex and Japan on shipping, receiving, and storage of materials.
  • Built strong relationships with external stakeholders to improve customer service levels.
  • Identified and drove continuous improvement opportunities to streamline process and improve accuracy and efficiency within operations.
  • Communicating and confirming planning requirements with suppliers, managing supplier capacity, prioritizing during the capacity shortage, and expediting unit down, emergency, and stock backorders. And evaluate the performance of our supply base to both our needs and lead times.
  • Maintaining performance metrics, conducting root cause analysis, and establishing countermeasures to achieve business plan.
  • Responsible for providing world-class product support to Komatsu Distributors for parts requirements where no inventory is available.
  • Communicates daily with Komatsu suppliers, affiliates, and internal Komatsu management.
  • Responsible for monitoring and allocating resources within the team to ensure that DBs are provided with the best possible delivery dates on critical backorders, emergency backorders, and stock backorders.

EXPEDITING MANAGER

Komatsu America
04.2021 - Current
  • Mentored and trained new employees on company policies and procedures.
  • Provided support for customers by addressing complaints quickly and efficiently.
  • Monitored team productivity and performance to support goals.
  • Assigned, prioritized, and delegated tasks and responsibility to departmental employees.
  • Communicated plans and actions to meet departmental goals.
  • Offered constructive feedback to team members, boosting overall job performance.
  • Collaborated with staff to develop and carry out processes.
  • Coordinated with vendors to ensure timely delivery of goods and services, illustrating adept negotiation skills.
  • Resolved quality and customer service issues, recommending system improvements.
  • Conducted regular staff meetings to foster effective communication and performance.
  • Developed training modules and documentation to train staff.
  • Provided support for customers by addressing complaints quickly and efficiently, displaying exceptional customer service skills.
  • Demonstrated leadership in managing a team of 21 employees, utilizing effective problem-solving techniques.

SUPPLY CHAIN MANAGER

Komatsu America
03.2015 - Current
  • Monitored and tracked inventory levels to ensure optimal levels of supply.
  • Analyzed data to identify trends in demand forecasting and supplier performance.
  • Determined appropriate supply chain strategies to maximize customer satisfaction and on-time delivery.
  • Assessed existing systems for potential areas of improvement or technological upgrades.
  • Streamlined business tools and processes to capture and monitor metrics for supply chain processes.
  • Met with suppliers to discuss performance metrics, performance feedback, and production forecasts, or changes.
  • Conferred with supply chain planners to forecast demand and create supply plans to confirm availability of materials or products.

CUSTOMER SERVICE SUPERVISOR

Komatsu America
04.1998 - Current
  • Resolved escalated customer issues with patience and understanding.
  • Trained customer service representatives on customer service standards, policies, and procedures.
  • Provided excellent customer service to clients, resolving their inquiries and complaints in a timely manner.
  • Maintained up-to-date knowledge of changes in products or services offered by the company.
  • Trained new customer service staff on company policies, procedures, and software systems.
  • Implemented best practices for handling difficult conversations with customers while maintaining professionalism.
  • Utilized problem-solving skills to troubleshoot technical problems with customers quickly and effectively.
  • Reviewed employee attendance records regularly to ensure adherence to company policies.
  • Developed new hires by coaching and evaluating employee performance.
  • Assisted customers via phone calls, emails and fax while delivering exceptional customer service.
  • Analyzed customer feedback to identify areas of improvement and implemented necessary changes.
  • Administered training and development programs to increase overall job performance.

CUSTOMER SERVICE REPRESENTATIVE

Komatsu America
08.1992 - Current
  • Maintained a high level of professionalism when dealing with difficult customers.
  • Handled customer complaints and inquiries in a courteous and efficient manner.
  • Provided exceptional customer service to ensure customer satisfaction.
  • Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers.
  • Resolved customer complaints promptly and efficiently.
  • Developed strong customer relationships and loyalty through effective communication.
  • Developed positive relationships with customers through friendly interactions.
  • Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships.
  • Displayed strong organizational skills while managing multiple projects simultaneously.
  • Performed data entry tasks accurately and in a timely manner.
  • Utilized problem-solving techniques to identify solutions for complex customer inquiries.
  • Assisted with training and mentoring new team members.
  • Processed orders, returns, and exchanges in an accurate and efficient manner.

Education

High School Diploma -

Ripley High School
Ripley, TN

Skills

  • Supply Chain Management
  • Performance measurement
  • Team leadership
  • Multitasking
  • Active Listening
  • Continuous Improvement
  • Analytical Thinking
  • Attention to Detail
  • Relationship Building
  • Inventory management
  • Teamwork and Collaboration
  • Excellent Communication
  • Self Motivation
  • Organizational Skills
  • Decision-Making
  • Proficient in Microsoft Office
  • Influencing skills
  • Assertiveness
  • Customer service
  • Problem-solving
  • Reliability
  • Excellent communication
  • Decision-making
  • Relationship building
  • Analytical thinking
  • MS office
  • Continuous improvement
  • Teamwork

Certification

  • Banking Management
  • Knock your Socks Off Customer Service

Timeline

Backorder Resolution Manager

Komatsu North America
04.2025 - Current

SUPPLY CHAIN MANAGER

Komatsu America
07.2023 - Current

EXPEDITING MANAGER

Komatsu America
04.2021 - Current

SUPPLY CHAIN MANAGER

Komatsu America
03.2015 - Current

CUSTOMER SERVICE SUPERVISOR

Komatsu America
04.1998 - Current

CUSTOMER SERVICE REPRESENTATIVE

Komatsu America
08.1992 - Current

High School Diploma -

Ripley High School

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Gina Moore