Kara Yunker

• Recommended process improvements to continually identify, analyze and fix constraints and challenges.
• Monitored compliance and filing requirements in conjunction with staff and management.
• Enhanced interfaces to promote better functionality for users.
• Collaborated with stakeholders to identify business needs and data sources.
• Researched and adopted new technologies to add value to existing offerings.
• Generated standard and custom reports to provide insights into business performance.
• Cultivated relationships with industry leaders and within company to share tips and information.
• Identified and resolved problems through root cause analysis and research.
• Generated ad-hoc reports to evaluate specific business requirements.

• Supervised Customer Service functions.
• Coached and supported CS team on day-to-day operations.
• Lead specifically designed training programs for Customer Service.
• Successfully created SAP assessment test to evaluate CS team’s skill set.
• Co-created SAP training modules and Third-Party Logistics portal training modules.
• Supported CS Team with their customer deductions.
• Created training for Coding and Processing Deductions procedures.
• Supervised open order reports and ensured customers are updated, as necessary.
• Supervised customer account information for Customer Service Operations in SAP and Sales Force
• Subject Matter Expert (SME) for CS portion of onboarding of new accounts.
• Supervised all order processing functions (lead times, pricing, credit holds, inventory cuts)
• Generated reports and business reviews ad hoc to update brands and business units.
• Supervised and worked with Regulatory and Quality departments regarding customer documentation requests.
• Supported Customer Service team in communication and escalation needs with our third-party logistics company.
• Supervised submission of requests for certificates of free sales, certificates of origin and GMP documents to FDA
• Supervised team working with accounting on debits, credits, statements, and customer deductions.
• Supervised and monitored credit card payments.
• Supervised maintenance of customer account information for Customer Service Operations in SAP and Sales Force
• Ensured invoicing was processed on timely basis for all customers.
• Worked on process improvements and created tickets to see if they are possibility in SAP.
• Participated in company projects performing UAT testing and other required functions.

• Entered weekly orders for Amazon Consignment, created routing and monitored shipments for Amazon 3P account.
• Worked with Accounting to reconcile Amazon Consignment payment bi-monthly and enter it into SAP so that payment can be applied.
• Generated new and innovative ways to develop, document, update and improve processes that will positively impact and support business goals.
• Reviewed and entered orders in accurate and efficient manner in accordance with company policies and procedures.
• Audited orders to confirm timely and accurate completion fulfillment of orders.
• Ensured all requests are completed in timely manner, with highest level of accuracy and presentation.
• Provided timely follow-up with customers regarding order status, delays, and delivery issues.
• Worked closely with third party warehouse and vendors such as UPS/FedEx/ABF to provide customers with accurate shipment information.
• Facilitated customer service-related communication including back-order notifications, order tracking information and order updates.
• Resolved customer problems in professional and timely manner.
• Responded to customer and management inquiries by researching order status and providing professional and accurate responses.
• Assisted Accounting with account reconciliation, identified discrepancies, timely and accurate processing of credits and returns.
• Worked with Support Coordinators, inventory control and distribution centers.
• Managed daily workload to meet or exceed all turnaround-time goals.
• Provided backup and filled in for Customer Service department where necessary.

• Answered constant flow of customer calls with minimal wait times.
• Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
• Trained staff on operating procedures and company services.
• Cross-trained and backed up other customer service managers.
• Scheduled daily pickups with contracted carriers to insure proper delivery of material requested by customer and or sales staff.
  • Distributed marketing materials to respective areas of responsibility

• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Kept accurate records to document customer service actions and discussions.
• Developed and offered unique discount options to drive interest in new product lines.
• Collaborated with marketing department to launch and manage promotional activities and campaigns.
• Took ownership of customer issues and followed problems through to resolution.
• Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
• Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
• Collaborated with upper management to improve customer service processes and support structures company-wide.
• Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
• Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.

Fielded customer leads and inquiries; provided clients information regarding products and promotions as well as resolved problem purchase orders within Sharp’s order system.
• Provided in-house direct customer support for contracted Commercial and Government accounts.
• Identified customer problems and recommended short and/or long term solutions.
• Coordinated of installations for large National Account customers.
• Administered timely and accurate processing of orders from large National Account customers via phone, fax, email, IBS and various credit card services.
• Supervised and trained Help Desk personnel for American Express Fax Support Hot Line.
• Acted as a focal point for customer and dealer issues.
• Communicated with other Sharp divisions, outside leasing companies and Sales Force to successfully resolve issues in a responsible manner.
• Developed customized individual account reports for Sales and Marketing teams.

• Conducted Production meetings with Distribution Center personnel to guarantee manufacturing and timely shipments of customer’s orders.
  • Executed Customer Service Request forms to alert department managers of customer concerns and distribution center problems.
  • Entered orders, issued credits and return requests for customers.