Jennifer Smith

Training Coordinator

• Facilitated one-on-one training of new reps
• Designed department training materials, product quizzes, and vendor reviews
• Updated department training materials
• Tracked department training stats and maintained spreadsheets
• Developed program for multiple departments incoming phone calls testing quality and accuracy
• Created scenarios for call program
• Facilitated weekly calls and wrote weekly review of quality assurance calls, ensuring company culture and standards are met
• Developed location volunteer program

Quote Department Rep/Inside Sales

• Assisted customers with high volume pricing requests and orders
• Negotiated with vendors for price discounts
• Sourced special request products
• De-escalated situations with customers
• Offered alternative product solutions
• Issued purchase orders with vendors
• Followed up with vendors and customers, handling all aspects of orders through delivery logistics
• Coordinated with multiple internal departments to ensure accurate order flow and provide high-level customer satisfaction

Customer Service Rep

• Answered incoming customer calls ranging from placing orders, product questions, and order status
• Offering one-call resolution to incoming calls
• Processed incoming digital customer orders
• Prepared outgoing marketing materials
• Mentored new customer service reps