Josephine Laxamana-Rigonan
Tracy,CA
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
7
7
years of professional experience
Work History
Customer Service Specialist/Order Management Coordinator
10x Genomics
02.2022 - 02.2024
- Interpreted requirements of purchase order details, quotes, and sales or customer inputs to create and maintain stock sales orders in the ERP system.
- Adhered to contract guidelines and 10X policies and procedures to ensure accurate order processing.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Increased customer retention rates by providing exceptional problem-solving skills and personalized solutions.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Managed product returns, credit, and debit memos in the ERP system and ensured proper updates in the CRM.
- Collaborated with logistics and field teams to facilitate instrument pickups or Return Merchandise Authorization (RMA) processes.
- Provided timely information and updates to customers and internal teams to ensure smooth operations.
- Created and managed service requests for field teams in the CRM system and service contracts in the ERP system.
- Ensured alignment with purchase order details, quotes, and sales or service management input to deliver high-quality service to customer.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Developed and updated databases to handle customer data.
- Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
Customer Service Support 4 Key Account for Micron
Lam Research
09.2016 - 02.2022
- Interacts with customers, company sales and or field service representatives to handle a variety of pre-sales or post-sales service functions.
- Extensive direct customer interactions with responsibility for processing customer orders in SAP with expediency and accuracy, including machine down orders, RMA's, exchange, and service orders.
- Responsible for order entry, monitoring orders to delivery schedule, resolving invoice issues and performing asset recovery.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Analyzes, review and maintains material stocking levels at customer on site warehouses and at local off-site warehouses to support local customer's warranty and non-warranty requirements.
- Extracts material transaction data from applicable databases and generate metrics regularly to report on performance to objectives.
- Works with corporate planning and purchasing organizations to acquire delivery schedules of materials for expedited customer requirements.
- Monitors and tracks material database accuracy between Lam Systems and customers.
- Processes material orders within SAP to support standard and expedited requirements SAP, Microsoft Office Suite, Outlook, Word, Excel, Powerpoint, Teams, Esker, Power app, CCE Enghouse Interactive Software
Education
High School Diploma -
Glendale High School
Glendale, CASkills
- Customer Retention
- Report Generation
- Account Management
- Price quotes
- Customer Order Management
- Excellent written and oral communication
- Telephone Etiquette
- Good communication skills
- Call center experience
- Customer Service
- Customer Relationship Management (CRM)
- Scheduling
- Account updating
- Paperwork Processing
- Data Entry
- Microsoft Outlook
- Warranty Service
- Recordkeeping strengths
- Prioritization
- Delivery Scheduling
- Active Listening
- Customer RMA management
- Order Fulfillment
- Order Processing
- Shipping procedures understanding
- Payment Processing
- Client Relations
- Administrative Support
Timeline
Customer Service Specialist/Order Management Coordinator
10x Genomics
02.2022 - 02.2024
Customer Service Support 4 Key Account for Micron
Lam Research
09.2016 - 02.2022
High School Diploma -
Glendale High School