Julia Norris-Harrison
Jeffersonville,IN
Summary
Versatile Individual with a wide range of experience working with people internally & externally. Flexibility in communication with clients, end consumers, vendors, executives, and knowledgeable colleagues serves to promote growth, change, and improvement throughout any organization. Known for fostering team collaboration and adapting to dynamic environments and communication types.
Overview
26
26
years of professional experience
Work History
Director of Customer Service, Sales Operations
HH2 Home, Formerly Hillsdale Furniture
08.2003 - Current
- Integrated customer-specific business requirements into new and existing operational workflows.
- Onboarded 100% of the e-commerce customer base to EDI, API, and self-service platforms, reducing manual order processing by 40%.
- Proficient in troubleshooting EDI documents, including 850, 997, 855, 856, 810, and 860.
- Managed AS2 certificate connectivity and EDI workflows using integration platforms such as Data Masons EDI, SPS Commerce, and Arc ESB.
- Admin of several company used softwares, such as Contact Center, VOIP Phones, Helpdesk, CRM, Parts Inventory Management, and Shipstation Integrations
- Served as a Subject Matter Expert (SME) on multiple enterprise systems, including ERP, WMS, TMS, OMS, CRM, PIM, and EDI.
- Led customer service teams to consistently exceed industry benchmarks and achieve long-term success.
- Configured and implemented helpdesk ticketing software, increasing CSR productivity by up to 35%.
- Designed and implemented CSAT metrics, customer surveys, and quality benchmarks.
- Built and led an Inside Sales team from the ground up, supporting over 1,000 independent accounts with a focus on customer retention.
- Configured and implemented a Contact Center software platform, enabling seamless omni-channel customer support.
- Expanded existing B2B operations to successfully support B2C sales channels.
- Developed and documented SOPs for ERP-related business practices and policies across Customer Service, Sales, and Sales Operations.
- Established an effective product defect feedback loop, reducing revenue loss and accelerating manufacturing improvements.
- Collaborated with Legal Counsel regarding compliance with legal protocols related to consumer safety product recalls, and Reduction of Injury & Liability Claims.
- Managed regulatory compliance for major U.S. corporations, including Walmart, Amazon, Costco, and The Home Depot.
Shipping & Receiving, Inventory Control, Quality Assurance
Kellems and Coe Tool
01.2001 - 05.2003
- Responsible for all Shipping, Receiving, and Delivery of finished product.
- Operated heavy equipment including forklift, delivery truck, crane, and plastic injection mold presses. Light maintenance includes purging, lubrication.
- Inspection and ensured visual quality and safety of parts, tools, and machines. Provided CAP and training of operators.
- Polished and finished steel tools, using hand tools and ultrasonic equipment.
- Managed supply and replenishments of small tools and fasteners.
- Assistant buyer for purchasing of small tools, chemicals, and fasteners. Maintain adequate materials for operation of CNC & graphite milling.
Statistical Clerk
Census Bureau, National Processing Center
11.1999 - 11.2000
- Data Integrity
- Data Transcription
- Processed confidential and secure information
- Scan forms
Education
High School Diploma -
Clarksville High School
01.1998
Certificate - Microsoft Excel Level 3
Tandem Solutions
Louisville, KY09-2017
Skills
- Customer-centric
- Analytical decision-making
- Team building
- CSAT, KPI, SLA metrics
- Effective escalation resolution
- EDI error resolution
- AS2 connectivity management
- Application management
- Trading partner management
- Customer Onboarding
- Compliance management
- Shipping and logistics coordination
- Order fulfillment
- Effective 3PL coordination
- Experience with safety regulation implementation
- Legal & CPSC communication
Hobbies and Interests
I enjoy nature, kayaking, and hiking. I have devoted my time to rescue animals and my family. I collect art deco and art nouveau period antique glass and lamps. I love to travel and music.
I am devoted, loyal, and fair. I am looking for a place that supports its people to be successful in their professional and personal lives. A company that supports it people, gains the respect and devotion of it's employees in a symbiotic relationship for mutual success!
Timeline
Director of Customer Service, Sales Operations
HH2 Home, Formerly Hillsdale Furniture
08.2003 - Current
Shipping & Receiving, Inventory Control, Quality Assurance
Kellems and Coe Tool
01.2001 - 05.2003
Statistical Clerk
Census Bureau, National Processing Center
11.1999 - 11.2000
High School Diploma -
Clarksville High School
Certificate - Microsoft Excel Level 3
Tandem Solutions