Overview
Work History
Education
Skills
Timeline
Generic

Juana Lopez

Chatsworth,GA

Overview

7
7
years of professional experience

Work History

Customer Service Rep I

Mohawk Industries Inc
04.2024 - Current
  • Answer telephone calls from customers, sales representatives, and end users regarding inquiries, orders, changes, cancellations, and delivery dates
  • Ensure excellent customer relations. Responds to customer needs, under supervisor's guidance Consistent with Company standards, culture, and business practices
  • Resolved customer complaints promptly and efficiently.
  • Greet customers by name and displayed respectful attitude, helping develop rapport with customer base
  • Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers
  • Enter sales orders and order changes including price quotations, preparation and follow-up on purchase orders, and confirmation of shipment dates.

INTERNATIONAL SALES SUPPORT SPECIALIST

Mohawk Flooring
03.2022 - 04.2023
  • Responsible for a region/ territory and provided support for all product categories
  • Speak and interpret Spanish
  • Understand the internal and external demographics of assigned regions
  • Routing and logistics functions
  • Send customs documents to freight forwarders in a timely manner; complete SLIs Arrange air cargo pickup and truckload shipments
  • Exceptional customer service by investigating problems and providing solutions that build customer and sales confidence
  • Managed multiple projects simultaneously while meeting strict deadlines.
  • Identified opportunities for process improvement within the Sales Support team.
  • Maintained accurate records of customer accounts, orders, and invoices.
  • Implemented best practices for handling customer inquiries and resolving conflicts efficiently.
  • Collaborated with internal departments to ensure smooth order processing for customers.
  • Organized weekly meetings with the Sales Support team members to review progress.
  • Checked purchase orders for pricing, product items and special instructions.
  • Generated quotes for customers based on their individual requirements.
  • Provide support for order management activities, including new product launches, check and reserve stock, order status, locate inventory, order modification
  • Product specification knowledge, marketing, installation and sales programs, specials or promotions

CUSTOMER EXPERIENCE SOLUTIONIST

Mohawk Flooring
01.2021 - 03.2022
  • Maintained accurate customer records and promptly updated customer information.
  • Analyze customers' issues, investigate problems, and provide solutions that builds customer confidence
  • Provide accurate and extremely responsive resolution to incoming customer requests, as well as provide proactive communication on open customer order
  • Leverage relationships with customers to encourage and drive adoption of e-business solutions.
  • Serve as a liaison between customers and other company departments and effectively interact with all team members to resolve customers' needs.
  • Working knowledge of the Customer Service, Credit and Claims departments.
  • Process orders, answer inquiries, and enter claims and other order related tasks with the highest degree of courtesy and professionalism

  • Build efficient truckloads and schedules in coordination with the traffic department.
  • Explore and facilitate solutions for “hot” or special orders as agreed upon with Sales, Operations and Customer Service leadership, including offering alternative solutions when appropriate with the objective of retaining customers business

SENIOR ACCOUNT COORDINATOR

Mohawk Flooring
06.2019 - 01.2021
  • Act as a senior member, providing cross-functional support to major accounts

  • Apply advance knowledge and experience to resolve coordinate or provide direction to ensure key company accounts receive prompt and effective service
  • Provide assistance to CS Representatives and Account Support Specialist I & II
  • Provide assistance to leads, offering guidance and direction to junior team members. Act as a liaison between the Company and the account
  • Interface with Credit Department, expediting shipments and account maintenance
  • Interpret orders and documentation for customers and process orders in accordance with established contracts.
  • Expedite and trace orders to meet customer's needs
  • Process customer inquiry calls pertaining to Purchase order status, provide availability and in-depth information on Products, provide pricing on applicable accounts
  • Offer alternative solutions where appropriate with the objective of retaining customer's business Maintain and establish appropriate confidentiality with sensitive material and information
  • Compose and/or edit internal and external correspondence, reports, presentations, and spreadsheets. This includes outside vendor and consumer correspondence.
  • Establish and maintain positive business relationships, internally and externally, to promote Company goals
  • Examine records, such as bills, computer print outs, bill of lading, and converses or corresponds with customer and other Company personnel such as TM's, billing, credit, sales, service shipping, to obtain facts regarding customer service

CUSTOMER SERVICE REP II

Mohawk Flooring
06.2018 - 06.2019
  • Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.

  • Answer telephone calls from customers, sales representatives, and end users regarding inquiries, orders, changes, cancellations, delivery dates, application of products and pricing.
  • Data entry for Residential Key Accounts Releasing EDI, B2B, EBU, BBB orders in AS400
  • Processed orders in AS400
  • Ensure excellent customer relations, consistent with company standards Perform other related duties & interact with other departments as needed.
  • Work to resolve complex non-routine issues that may require an exception to standard procedures or practices Performed data entry tasks accurately and in a timely manner.

CUSTOMER SERVICE REP I

Mohawk Flooring
05.2017 - 06.2018
  • Answer telephone calls from customers, sales representatives, and end users regarding inquiries, orders, changes, cancellations, and delivery dates

  • Ensured excellent customer relations. Responds to customer needs, under supervisor's guidance Consistent with Company standards, culture, and business practices
  • Demonstrated teamwork to ensure achievement of team, individual, and corporate sales goals Participated in special projects and performed additional duties as required
  • Conducted regular follow-up calls with customers after resolving their issues.
  • Maintained a high level of professionalism when dealing with difficult customers.
  • Resolved customer complaints promptly and efficiently.
  • Monitored daily performance metrics such as call volume, wait times, resolution times.
  • Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base
  • Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers

Education

BACHELOR OF SCIENCE (B.S.) IN BUSINESS ADMINISTRATION -

Dalton State College
Dalton, GA
12.2016

HIGH SCHOOL DIPLOMA -

Murray County High School
Chatsworth, GA
05.2012

Skills

  • As400
  • MS Word/ Excel
  • Bilingual
  • Speech And Communication
  • Business Writing

Timeline

Customer Service Rep I

Mohawk Industries Inc
04.2024 - Current

INTERNATIONAL SALES SUPPORT SPECIALIST

Mohawk Flooring
03.2022 - 04.2023

CUSTOMER EXPERIENCE SOLUTIONIST

Mohawk Flooring
01.2021 - 03.2022

SENIOR ACCOUNT COORDINATOR

Mohawk Flooring
06.2019 - 01.2021

CUSTOMER SERVICE REP II

Mohawk Flooring
06.2018 - 06.2019

CUSTOMER SERVICE REP I

Mohawk Flooring
05.2017 - 06.2018

BACHELOR OF SCIENCE (B.S.) IN BUSINESS ADMINISTRATION -

Dalton State College

HIGH SCHOOL DIPLOMA -

Murray County High School

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