Heidi Kosterman
Lakewood,CO
Summary
Customer Service, Billing, and Administrative professional with 15+ years of experience supporting transportation, manufacturing, and retail operations. Skilled in accounts receivable, invoice processing, freight coordination, customer relations, and problem resolution. Proven ability to manage high-volume workloads while maintaining accuracy, efficiency, and exceptional customer service.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Customer Service Specialist II
North Park Transportation
Denver, CO
08.2021 - Current
- Customer Service specialist.
- Respond to customer inquiries by phone and email, providing shipment updates, resolving service issues, and coordinating freight movement with dispatch personnel.
- Maintained accurate shipment, billing, and customer records through high-volume data entry while meeting company accuracy standards.
- Coordinate with dispatchers, drivers, and management teams to ensure timely pickup and delivery of freight shipments.
- Process and maintain proof-of-delivery documentation to ensure accurate billing and customer records.
- Investigate and resolve customer concerns regarding delayed shipments, billing discrepancies, and delivery issues while maintaining positive client relationships.
- Enter billing and revenue data accurately to support company accounting and operational reporting functions.
- Communicate and work closely with interline freight companies.
- Monitored and tracked freight shipments while proactively communicating delivery updates and resolving transportation issues.
- Trained new team members on company policies, procedures, and effective communication techniques.
Receptionist/Customer Service Rep/Sales/Accounts Receivable
MasterBlend
Denver, CO
10.2011 - 02.2021
- Managed customer communications through phone, email, fax, and mail while providing timely resolution to inquiries and service requests.
- Assisted customers in identifying products that met operational needs while maintaining a high level of customer satisfaction.
- Communicated all merchandise needs or issues to appropriate supervisors.
- Processed and reconciled approximately 100 customer invoices per month while maintaining accuracy and timely payment processing.
- Calculated figures such as discounts, percentage allocations and credits.
- Investigated and resolved billing discrepancies, invoice disputes, and payment issues to maintain account accuracy.
- Improved workflow processes and administrative procedures to support production schedules and customer service objectives.
- Developed and maintained strong and clear communication and rapport with plant personnel.
Shift Supervisor
Starbucks
Arvada, CO
10.2006 - 10.2011
- Supervised daily operations and staff during high-volume business periods.
- Managed cash handling, deposits, inventory control, and store opening/closing procedures.
- Trained and mentored new employees on customer service and operational standards.
- Maintained compliance with company policies and health department regulations.
- Delivered exceptional customer service while resolving customer concerns and maintaining store efficiency.
- Supervised daily operations, ensuring adherence to quality standards and customer service excellence.
- Monitored employee performance, providing constructive feedback to enhance productivity.
- Implemented inventory management practices, optimizing stock levels and reducing waste.
Education
High School Diploma -
Golden High School
Golden, CO01.2001
No Degree - Business Management
Metropolitan State College of Denver
Denver, COSkills
- Core Competencies
- Customer Support
- Conflict Resolution
- Client Relations
- Problem Solving
- Data Entry
- Document Management
- Office Administration
- Scheduling
- Accounts Receivable
- Billing
- Invoice Processing
Customer Service
Administrative
Accounting & Billing
- Revenue Entry
- 10-Key Data Entry
- Freight Tracking
- LTL Operations
- Shipment Coordination
- Proof of Delivery Processing
- Microsoft Office Suite
- Excel
- Outlook
- Word
- PowerPoint
- Google Workspace
- AS400
Transportation & Logistics
Software
Certification
Driver's License
Additional Information
Authorized to work in the US for any employer
Timeline
Customer Service Specialist II
North Park Transportation
08.2021 - Current
Receptionist/Customer Service Rep/Sales/Accounts Receivable
MasterBlend
10.2011 - 02.2021
Shift Supervisor
Starbucks
10.2006 - 10.2011
High School Diploma -
Golden High School
No Degree - Business Management
Metropolitan State College of Denver