Ida Vela
Aurora
Summary
Detail-focused Customer Service Lab Coordinator recognized for productive and efficient task completion. Excels in communication, teamwork, and problem-solving to enhance operational efficiency and project accuracy. Committed to maintaining high standards and efficient collaboration across teams
Overview
10
10
years of professional experience
Work History
New Lab Coordinator
Avantor/VWR
09.2024 - Current
- Manage complex, multi-phase customer service operations in support of the sales team, securing seamless execution from order processing through final delivery.
- Oversee the full order lifecycle, ensuring all order lines are fulfilled accurately and on schedule.
- Create and maintain a detailed Excel status tracker to provide real-time visibility into lead times, backorders, and delivery progress.
- Collaborate closely with customers and sales representatives to align on requirements and timelines through regular conference calls.
- Review quotes to verify customer credit limits, proactively preventing delays in the ordering process.
- Independently source and manage white glove delivery quotes, updating as needed to meet customer expectations.
- Communicate frequently with suppliers and carriers to ensure logistics information is accurate and up to date.
- Simultaneously coordinate multiple New Lab accounts, each involving numerous moving parts and time-sensitive tasks.
Customer Service Representative
Avantor/VWR
10.2015 - Current
- Deliver high-level customer service by managing inbound sales inquiries, processing orders, and resolving issues with efficiency and professionalism.
- Respond to inbound sales and customer requests, ensuring timely and accurate processing.
- Handle various order types—including standard, standing, and rush orders—while identifying alternative solutions to minimize backorders.
- Resolve customer concerns related to returns, damages, credits, and rebills.
- Manage complex customer and sales requests, ensuring effective cross-departmental communication.
- Participate in weekly meetings to address customer feedback and drive service improvements.
- Coordinate with sales, warehouse teams, carriers, vendors, and buyers to ensure timely and accurate deliveries.
- Dedicated Accounts Supported: Genentech, Key account rep/Health care East territory, Microvention, Abbot, BIO-RAD, Biorefrence, TX Health Dept, Quest, Creative Blood solutions/Vitalant, Gene DX, Neogenomics, Lab Corp, AstraZeneca, 23andMe, Zosano, Orchard Therapeutics, Guardant Health, NGM Bio.
- Projects Assigned: New US Large order process, C2C/CSR help, nesting periods, Customer instruction mass update, Revenue Initiative - Order release, Crosstrain/Export team, GEMBA walks/ACCPH focus/ Order modification/ Pre Order/ Order, ETA, Crosstrain/ Manufacturing Support.
- Queues Supported: DC New Lab, DC Seradigm, DC Healthcare, DC Pharma, CS Production General, DC LDS, Network Resellers, DC Pharma, PO Escalations, Select Education, Select General.
Education
University of Phoenix
05.2022
Northwestern Business College
10.2008
Waubonsee Community College
11.2000
Skills
- SAP
- Salesforce
- C4C
- Microsoft Word
- Microsoft Excel
- Outlook
- Exceptional interpersonal skills
- Written communication skills
- Project management
- Attention to detail
- Time management
- Logistics coordination
- Order management
Queues Supported
- DC New Lab
- DC Seradigm
- DC Healthcare
- DC Pharma
- CS Production General
- DC LDS
- Network Resellers
- PO Escalations
- Select Education
- Select General
Projects Assigned
- New US Large order process
- C2C/CSR help, nesting periods
- Customer instruction mass update
- Revenue Initiative - Order release
- Crosstrain/Export team
- GEMBA walks/ACCPH focus/ Order modification/ Pre Order/ Order, ETA
- Crosstrain/ Manufacturing Support
Dedicated Accounts Supported
- Genentech
- Microvention
- Abbot
- BIO-RAD
- Biorefrence
- TX Health Dept
- Quest
- Creative Blood solutions/Vitalant
- Gene DX
- Neogenomics
- Lab Corp
- AstraZeneca
- 23andMe
- Zosano
- Orchard Therapeutics
- Guardant Health
- NGM Bio
Timeline
New Lab Coordinator
Avantor/VWR
09.2024 - Current
Customer Service Representative
Avantor/VWR
10.2015 - Current
University of Phoenix
Northwestern Business College
Waubonsee Community College