Janet Ivan
Manager Customer Service
Farrell,PA
Summary
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
28
28
years of professional experience
Work History
MANAGER / PRICING COORDINATOR CUSTOMER SERVICE / INSIDE SALES
Picoma, Zekelman Industries
01.2011 - Current
- Manage the Picoma Customer Service/Inside Sales team to ensure the highest degree of customer satisfaction.
- Responsible for the training and coaching of customer service personnel and agents.
- The 'go-to' person for the Inside Sales team, internal and external customers, and company teammates.
- Responsible for team building, including cross-training team members to perform duties in other Customer Service Representatives' absences.
- Assist the Credit Department and Sales Representatives to review and make a determination of customer deductions.
- Resolve any and all customer service issues, interfacing with necessary departments and personnel.
- Implement department policies, and work closely with customer service reps to help them understand the policies.
- Establish and monitor the department work schedule to ensure total coverage during customer service office hours.
- Monitor workload on the team to ensure that each member is assisting others when necessary.
- Review and approve time cards, and monitor PTO time.
- Run monthly service metric reports across all Zekelman electrical brands, and present them via PowerPoint to team leaders to determine our strengths and weaknesses.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Pricing Coordinator - oversee and review all pricing quotations to ensure they meet the guidelines established by the National and Regional Sales Manager.
- Review and approve quotations submitted by outside sales representatives via the electronic web-based quote system.
- Monitor pricing levels and expiration dates.
- Collaborated with sales teams to provide pricing support, ensuring accurate quotes for customers.
- Report pricing levels/sales levels to the Regional Sales Manager in order to determine pricing levels moving forward.
- Ensured compliance with company policies and industry regulations by maintaining accurate documentation of all pricing-related actions.
- Run margins for the Regional Sales Manager in SAP to determine pricing levels needed for jobs.
- Update quotes in the system that require extended effective dates, extensions to other agents, are in need of expiration, addition of part numbers, etc.
- Create all new price sheets and list price book per increase
- Distribute all pricing announcements and pricing in a timely manner.
SENIOR CUSTOMER SERVICE TEAM LEADER
Wheatland Tube Co., Div of JMC Steel Group
01.1998 - 01.2010
- Team Leader over a team of 3 customer service representatives handling accounts located throughout the United States and Canada. Senior customer service representative over “key” accounts which include Eastern, OH; Western PA; Western NY; All of Canada; and Energy Products (OCTG and Line Pipe)
- Must insure that coverage is provided for each team member during an absence
- Process and distribute a 10 week schedule for 5 team members
- Assist with any issue or question brought to my attention by intercompany personnel or Wheatland Tube customer
- Process and distribute instructional emails related to operations within the customer service department
- Review and process incoming orders for complete and accurate information
- Develop price and deliveries for inquiries submitted by customers, outside sales, and agents
- Monitor and provide status of critical inquiries and orders upon request of customers, agents, and outside sales representatives
- Request MTRs and MSDS as required
- Process commercial invoices for Canadian accounts
- Process weekly quote and lost opportunity forms
- Assist in work of higher classification. Cross function within the customer service department to provide backup
- Selected to learn a new computer program that would improve upon visibility and interactions with our customers across the entire JMC Corporation in order to instruct all inside and outside sales representatives within the Wheatland Tube Co. on how to implement the system.
- Selected to instruct new customer service representatives, from the former Sharon Tube Company, the navigation and usage of SAP
- Earned reputation as “Go-to Person” to resolve problems and answer any questions related to customer service issues and procedures.
Education
Associate Specialized Business Degree - Secretarial Science, Information Processing
Shenango Valley School of Business
Sharon, PASkills
- Microsoft Word, Excel, Outlook, and PowerPoint
- Zekelman Ecommerce systems which include Hybris and ZCommerce
- SAP including BI reporting
- Customer service
- Team leadership
- Verbal and written communication
- Problem-solving
- Teamwork and collaboration
- Effective communication
- Staff training and development
- Documentation and reporting
- Performance evaluations
- Competitor research
- Coaching and mentoring
- Work prioritization
PERSONAL STRENGTHS
- Challenge-oriented
- Detail-oriented
- Deadline conscious
- Assertive
- Confident
- Competitive
- Make decisions with bottom line in mind
TESTIMONIAL
- Janet is a professional, self-motivated individual with a strong work ethic and excellent customer service skills. Her dedication and performance were exceptional. One thing that always stood out about Janet is her attention to detail and her ability to overcome any obstacle that she may encounter when servicing the customer. She paid special attention to their needs and concerns and was always able to get the job done in a very proficient and timely manner.
- Robin Burkett, Administrator / Pricing, Electrical Div. Wheatland Tube Company
Timeline
MANAGER / PRICING COORDINATOR CUSTOMER SERVICE / INSIDE SALES
Picoma, Zekelman Industries
01.2011 - Current
SENIOR CUSTOMER SERVICE TEAM LEADER
Wheatland Tube Co., Div of JMC Steel Group
01.1998 - 01.2010
Associate Specialized Business Degree - Secretarial Science, Information Processing
Shenango Valley School of Business