Jenna Curcio
Lyndhurst,NJ
Summary
Experienced Customer Care Specialist with 20+ years in customer service, order management, and systems support within a manufacturing environment. Proven ability to improve processes, resolve complex customer issues, and support cross-functional teams. Strong analytical, communication, and problem-solving skills with expertise in multiple enterprise systems.
Overview
16
16
years of professional experience
Work History
Customer Care Specialist
AMCOR
2024.11 - Current
- Processed and managed customer orders from receipt through invoicing across multiple platforms, including web portals, email, EDI, and fax.
- Responded promptly to customer and internal inquiries regarding order status, pricing, shipping updates, proof of delivery (POD), and billing.
- Resolved customer issues efficiently by identifying root causes and providing effective solutions, ensuring a positive overall experience.
- Built and maintained strong customer relationships by understanding needs and consistently meeting service expectations.
- Collaborated with cross-functional teams (sales, supply chain, transportation, and operations) to ensure accurate and timely order fulfillment.
- Managed high-volume and complex customer accounts while maintaining professionalism and strong communication.
- Identified and implemented process improvements to enhance operational efficiency and customer satisfaction.
- Maintained accurate records and documentation, achieving a high level of data integrity and minimal processing errors.
- Supported onboarding and execution of new customer projects, including product setup, labeling, and order requirements.
- Utilized multiple customer systems and online portals to streamline workflows and manage account activity efficiently.
- Demonstrated strong organizational and multitasking skills while consistently meeting deadlines and performance goals.
- Assisted in training and onboarding new team members, contributing to team development and knowledge sharing.
- Completed special projects and additional responsibilities as assigned by leadership.
- Participate in super user initiatives, supporting system improvements and assisting colleagues with system-related questions and training.
- Partner with cross-functional teams (IT, operations, leadership) to identify system enhancements and process improvements.
Senior Customer Care Representative
Berry Global
2021.02 - 2024.11
- Provide daily support and guidance to team members to ensure timely and accurate order processing and customer responsiveness.
- Manage customer orders from entry through invoicing across multiple channels (EDI, web, email, fax).
- Handle complex customer issues including invoice disputes, shortages, returns, and service-related incidents using TICS.
- Act as escalation point for customer concerns, using sound judgment to resolve issues and maintain customer satisfaction.
- Identify recurring issues and recommend process improvements to management.
- Monitor pricing, order trends, and service levels, taking proactive steps to improve performance.
- Assist in resolving customer deductions and discrepancies.
- Coordinate regulatory requests for customer audits.
- Collaborate cross-functionally to share customer feedback and improve products and services.
Customer Care Representative
Berry Global (formerly AEP)
2010.07 - 2021.02
- Processed and verified customer orders using QAD and JDE systems, ensuring accuracy and timeliness.
- Maintained high customer satisfaction through effective communication and issue resolution.
- Managed order changes, updates, and customer data maintenance across systems.
- Coordinated new item setup with production and management teams.
- Investigated and resolved order-related issues by working with internal departments.
- Handled customer complaints including product issues, shipping errors, and billing discrepancies; processed credits and rebills.
- Set up new customer accounts, ship-to locations, and tax exemption documentation.
- Assisted in process improvement initiatives to enhance efficiency and accuracy within the customer service team.
- Applied ISO procedures to support compliance and continuous improvement.
- Supported special production order processing and customer audit requests.
Education
No Degree - English
Bergen Community College
Skills
- Customer Service & Issue Resolution
- Order Management & Order-to-Cash Processes
- Data Analysis & Reporting
- System Training & User Support
- Process Improvement
- Cross-Functional Collaboration
- Strong Communication (Written & Verbal)
- Data Entry (90 WPM)
- JDE, QAD, TICS, Lean Logistics, TMC, CPRO, Cognos, Power BI, Tableau, PricingFX, Microsoft Excel, Outlook, PowerPoint
Timeline
Customer Care Specialist
AMCOR
2024.11 - Current
Senior Customer Care Representative
Berry Global
2021.02 - 2024.11
Customer Care Representative
Berry Global (formerly AEP)
2010.07 - 2021.02
No Degree - English
Bergen Community College
Additional Qualifications
- Strong leadership and mentoring abilities
- Skilled in analyzing data to identify trends and improve performance
- Detail-oriented with strong organizational skills
- Proven ability to manage high-volume workloads and meet deadlines