Jeffrey Haynes
Dacula,GA
Summary
Passionate about building strong customer relationships and increasing customer satisfaction. A dedicated Senior Customer Service Specialist with 18 years of experience in providing superb customer service. Expert in establishing rapport by listening to customers and understanding specific needs. Manage consistent one-call resolution to offer prompt and streamlined service.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Senior Customer Service Representative
Enersys
Suwanee, GA
07.2021 - 04.2024
- Responsible for Enersys Industrial products and services sales orders entry into SAP management system.
- Verifies Customer's PO against our quote team pricing and parts.
- Provided technical support to customers via phone, email, and chat.
- Notify Accounts Receivable if customer is new or needs to be activated in the system.
- Responsible for sending all new customers setup forms, credit card forms, and credit terms forms.
- Confirm with customers to determine their tax exemption status and provide proper documentation to accounting for account updates.
- Determine the shipping method of each customers requirements according to their PO or route shipments according to ATS routing guidelines.
- Provided product information and answered questions regarding features, pricing plans.
- Responded promptly to inquiries from customers about products or services.
- Coordinated with suppliers regarding delivery dates, product availability.
- Managed incoming calls from customers while providing exceptional service.
- Maintained accurate records of all customer interactions in CRM system.
- Created reports on customer satisfaction levels and key performance indicators.
- Tracked orders through shipping companies' websites until they reached their destination.
Customer Service-Logistics Support
SFSI/SIEMENS ENERGY, INC.
Suwanee, GA
01.2019 - 07.2021
- Responsible for processing customer orders and distributing orders to proper area for fulfillment
- Continually review freight costs and transportation rates to keep costs down where possible
- Processing Bill of Ladings, Fed Ex labels and other documentation for shipping as well as preparing international shipment invoices and packing lists
- Provide technical support and training to everyone on the new Tool Control Tracking Program
- Comprehensive logistical support daily for both inbound and outbound shipments
- Manage activities throughout the order fulfillment and transportation cycle to make sure established deadlines are met
- Assess and resolve issues relating to transportation, customer problems, imports and exports and logistic system
- Assist in the uploading and upkeep of updated certifications for required tooling and material Safety Data Sheets (SDS) for hazardous materials.
Logistics-Material Support
SIEMENS ENERGY
Alpharetta, GA
01.2016 - 01.2019
- Maintained all tools and calibration data in the Weblog Tracking Systems
- Store/ship test equipment as needed to field service engineers throughout North America
- Coordinated test equipment rentals and ensure rental delivery as needed
- Sourced and ordered purchase items as well as issuing and completing PO to venders for test equipment, leads, accessories and software
- Scheduled/coordinated annual on-site calibrations for field service offices in our CS division
- Assist in preparation and review of documentation required for imports and exports
- Recycle old and out of service test equipment and parts
- We recycled approximately 1200 lbs
- Of equipment per year
- Prepare and distribute ECC information and training as directed be Corporate ECC
- Point of contact for GSS when import/export documentation is required for customs clearance
- Maintained consignment orders/inventory at customer’s job site locations.
Education
Diploma in Business - Business Education
Washington County High School
Sandersville, GA12.1997
Some College (No Degree) - Business Administration and Management
MIDDLE GA COLLEGE
CochranSkills
- Quality Assurance
- OSHA regulations and Hazmat Shipments
- Inventory Management
- Training & Development
- Project Management
- Safety Board Committee
- Account Management
- Documentation Review
- Order Fulfillment
- Database Research
- Service Recommendations
- Customer Support
- Returns and exchanges
- Database Maintenance
- Database Management
- Warranty claims
- SOP Writing
- CRM Software
Material And Logistics Skills
- Safety Board Committee
- SAP Certified
- Training & Development
- CPR & First Aid Certified
- Project Management
- HR Policies & Procedures
- Inventory Management
- RF Scan Gun Certified
- Organizational Development
- Employee relations
- Loading & Unloading Trucks
- Performance Maintenance
- Third-Party Logistics (3PL)
- Hazmat Certified Shipping
- Transportation Management
- Supply Chain
- Warehouse Operations
- International Logistics
Accomplishments
- Received BOB award for providing outstanding customer service for the months of March and April 2024.
- I was recognized by my client for over exceeding customer support on a 60 million project that I managed for 3 years.
- Implemented a SOP to properly educate all CS team on the correct process to enter ship coding in SAP for all international customs clearances docs.
Certification
- Certified in Incoterms
- Certified in Customs Invoice: US to International
- EOS Belt White and Yellow Certified
- Hazardous Materials Certified
- Segregate Chemicals & Vehicle Placards
- Customer Service Specialist Certified
- Quality Assurance
Timeline
Senior Customer Service Representative
Enersys
07.2021 - 04.2024
Customer Service-Logistics Support
SFSI/SIEMENS ENERGY, INC.
01.2019 - 07.2021
Logistics-Material Support
SIEMENS ENERGY
01.2016 - 01.2019
Diploma in Business - Business Education
Washington County High School
Some College (No Degree) - Business Administration and Management
MIDDLE GA COLLEGE