Jennifer Ballard

Manages the daily orders for a leading global provider of electrical, industrial, communications, maintenance, MRO, and OEM products.

• Order Management – Prints and maintains the orders for each day using the Vista TN3270 mainframe system. This includes allocating quantities to specific lines on the order using CORE, updating order statuses, transferring parts between locations in the system, and putting away hot receivers in mainframe so that material can be available to use. Modifies and updates orders to account for issues such as missing material or changes requested by the customer. Monitors “Hot” Sales Orders through Crest to ensure orders that print are shipped same day.
• Customer Service – Communicates with sales reps through email, Microsoft Teams, phone, and CREST to ensure the needs of the customer are being met. This includes printing/cancelling orders, adding/removing lines, altering quantities, or updating carriers, freight terms, addresses and other information. If there is material that is missing and it has gone through the quality control process, or if there are any other issues with the order, this gets communicated to the rep/customer. Also responds to order status inquiries and order maintenance requests through the CREST ticket system.
• Transportation and Logistics – Routes the orders being delivered via Wesco truck using the Descartes Transportation Management System. Inputs manifested orders into the order management screen and creates delivery routes that include the driver, vehicle, delivery window, and route the driver will take. Creates a manifest for the drivers that displays their route and the order details such as the weight and dimensions of the material. Geocodes shipping addresses when called for.
• Billing – Bills orders that have manifested using Vista mainframe. Ensures the quantities, locations, and customer info matches the paperwork as in the system in order to create the invoice. Updates tracking numbers and bills according to carrier service chosen. Communicates with the freight companies to confirm freight charges. Organizes and files the sales orders and receivers for each day.
• Inventory Control – Works closely with the outbound supervisor, inbound supervisor, and inventory team to keep track of inventory as it is received in or ships out. Reports if any material appears to be missing, and has the system updated accordingly to reflect any discrepancies or adjust locations if that is needed. Created an excel spreadsheet to monitor specific inventory that is associated with any issues.

Supervised the shipping team of an award-winning mortgage lender. Handled the day-to-day operations of electronic loan package shipments to be purchased by investors. Consistently worked to improve the technical aspects of the shipment process. Proficient in Encompass software.

• Shipment Process Management - Created shipping procedures for the handling of loans purchased by investors. Trained and managed a team of 4 to deliver loans accurately and on time for loans funded throughout all of the branches.
• Quality Control Management – Supervised the auditing of loans requested by various clients. Strived to uphold accuracy of loan packages in order to follow the rules and regulations set by Fannie Mae and Freddie Mac.
• Shipment Technology – Worked closely with operations, IT, and Encompass team to troubleshoot technical issues and create shipping templates. Implemented new software and portals for uploading when they become available.
• Investor Relations – Maintained a close working relationship with clients/investors in order to ship and process files smoothly. Set up webinars and training for new investors.

Key Accomplishments :

• Promoted from Lead Shipping Coordinator to Shipping Supervisor in 2018.
• Created training materials and trained new hires.
• Created stacking templates and new procedures to simplify the shipping process.

Performed multiple roles contributing to the operations management of a multinational supplier and retailer with brands specializing in women’s designer fashion, home goods and backpacks. Primary focus on FBA (Fulfillment by Amazon), managing FBM (Fulfillment by Merchant) orders, and social media marketing.

• FBA Shipment Proficiency – Responsible for monitoring inventory and creating shipment plans to ensure Amazon products are available to customers. Oversaw customer inquiries and returns processing.
• FBA Product Description Writer – Exceeded company standards by writing creative FBA product descriptions while maximizing SEO tactics.
• FBM Order Management – Relied on master database system to manage and ship FBM orders, as well as to monitor SKU inventory and details.
• Social Media Marketing – Joint administrator over multiple social media platforms. Introduced Polyvore to the social

Held independent contributor roles focused on improving the customer service and operations management of an online start-up focused on women’s prescription eyewear. Responsible for fulfilling customer orders, managing order entry, vendor management, shipping and returns processing all while providing responsive customer service.

• Customer Service Excellence - Exceeded company-established customer service satisfaction goals by nearly 10% through a focused attention on service and order processing.
• Shipment Process Efficiency - Took disorganized order management procedures and systematized them to ensure faster order processing and in-hand delivery times.
• Returns Management - Oversaw order returns processing, improving repair, exchange and refund times to 24-48 hours of issue origination.
• Communication Speed - Played a significant role in dropping the average time to first response of customer inquiries from 72 hours to 1 hour. Decreased the time to resolution of an inquiry to 8 hours.

Supported MeritShare in furthering its employee recognition mission by optimizing WordPress-based blog posts centering on the themes of employee recognition, the millennial generation, and company culture.

• Social Media - Used social media platforms such as Facebook, LinkedIn and Twitter to promote and drive traffic to the MeritShare website and blog.
• Search Engine Optimization: Practiced SEO tactics to increase search rankings for blog posts.