Janice Lalmond
Gettysburg,PA
Summary
Experienced in effectively managing multiple responsibilities in fast-paced, deadline-driven environments. Cultivates strong relationships, maintains composure in all interactions, particularly with the general public. Skilled in independent and collaborative problem-solving to achieve departmental objectives. Proficient in MS Word, Excel, Outlook, Oracle, and Netsuite systems. Experienced in raw material procurement and adept at operating within a manufacturing setting.
Overview
8
8
years of professional experience
Work History
Customer Service Representative/Account Manager
Ferrotec (USA) Corporation
04.2024 - Current
- Responsible for processing quotations, sales orders, bookings, releases, and shipments.
- Coordinates with other departments to resolve problems.
- Initiates customer orders for changes, consignments, returned/repaired products, short shipments, and credits.
- Responds to customer inquiries about price and delivery.
- Accepts, qualifies, and processes requests for quotations.
- Enters sales orders into Oracle.
- Updates customer need dates as required.
- Updates, or requests an authorized person to update, scheduled ship dates.
- Participates with other customer service representatives to audit order entry in compliance with J-Sox requirements.
- Coordinates with other functions as necessary to ensure that customers receive the best service possible.
- Prepares support information to sales and engineering for quotations and problem resolution.
- Exercises judgment within defined practices and procedures to determine appropriate action.
- Performs other related duties as assigned or requested.
- Works with customer's qualified suppliers to perform services requested by FTU management.
- May expedite existing orders based on customer's pull in request by communicating with appropriate suppliers.
- May be required to monitor inventory consigned at customer location, make proper inventory accounting, order / schedule replacement material within management guidelines, and expedite as required to meet defined inventory levels.
- Services complex accounts and orders.
- Assists entry-level customer service representatives with challenging issues.
- Identifies areas for improvement and participates in the development of better operational processes.
Customer Service Supervisor & Lead Shipper
Wholistic Pet Organics
01.2021 - 05.2024
- Oversee the daily operations of the customer service department and ensure that customers' queries and complaints are handled in a professional, empathetic manner.
- Provides leadership, support, and coaching to Customer Service team members, emphasizing customer satisfaction, professional growth.
- Supervises the work of customer service employees to ensure adherence to quality standards, deadlines, proper procedures, correcting errors or problems, and delivering a high standard quality service.
- Responsible for providing and maintaining outstanding customer service.
- Monitor and oversee both outgoing and incoming shipping activities.
- Oversee and monitor incoming orders thru website, email and phone.
- Determine priorities and shipping methods for order processing.
- Resolves customer issues professionally and with company policies in mind.
Customer Service Representative
Wholistic Pet Organics
Bedford, NH
10.2017 - 01.2021
- Providing excellent customer service by providing solutions to customers pet supplement needs.
- Answered calls on a multi line phone.
- Provided product information and guidance for purchasing pet supplements.
- Cultivated relationships with both wholesale and retail customers.
- Inputting orders, updating customer information.
- Processing orders, shipping orders using the most economical solution.
- Created a program for the state Conservation Officers with K9s, donating a joint supplement to help them do their jobs better.
Customer Service Representative
SmartPak
04.2017 - 09.2017
- Providing excellent customer service by providing solutions to customers equestrian needs.
- Answered calls in a call center.
- Provide product recommendations for tack and equipment needs.
- Cultivated relationships with customers by providing excellent customer service.
- Provided answers and recommendations to customers inquiring about health supplements.
- Taking orders, providing updates on shipments, solving order issues and making changes to orders.
- Working remote 2-3 days a week.
Education
High School Diploma -
Merrimack High School
Merrimack, NH06.1982
Skills
- Customer service
- Critical thinking
- Active listening
- Order processing
- Building rapport
- Shipping and logistics
<Enter your own>
- Driving License: Driver's License
- Work Permit: Authorized to work in the US for any employer
- Visa Status: Authorized to work in the US for any employer
Timeline
Customer Service Representative/Account Manager
Ferrotec (USA) Corporation
04.2024 - Current
Customer Service Supervisor & Lead Shipper
Wholistic Pet Organics
01.2021 - 05.2024
Customer Service Representative
Wholistic Pet Organics
10.2017 - 01.2021
Customer Service Representative
SmartPak
04.2017 - 09.2017
High School Diploma -
Merrimack High School
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