Kim Owens
Summary
Motivated Customer Service Professional recognized for enhancing customer satisfaction through effective training and streamlined processes. Expertise in SAP and time management, with a strong track record of developing training materials and implementing operational improvements.
Overview
28
28
years of professional experience
Work History
SR Customer Service Rep
CSafe
Monroe
10.2023 - Current
- Processed customer orders from Zendesk into Sage X3 order entry system.
- Created knowledge articles detailing processes for team reference.
- Created process flows for new accounts purchasing special products
- Participated in daily production meetings to discuss workflow and address concerns.
- Work with our Finance Group to stay on top of orders that may be on credit hold and not be allowed to ship.
- Cross trained within other teams within Customer Service and received promotion
- Attend monthly meeting with specific customers and sales to discuss orders, service, forecast and work out any issues that may arise.
Customer Service/Inside Sales/Team Lead
Osborn
01.2011 - 10.2023
- Maintained customer account information in SAP and Zoho /CRM systems.
- Process phone and email orders—checking stock and working with production schedulers.
- Handle pricing of orders within set guidelines.
- Attended daily production meetings to obtain current available dates and communicated updates to customers.
- Run production reports for the meetings.
- Managed 100 customers as their Inside Sales Rep by addressing issues, checking inventory levels, advising on lead times, and updating quotes.
- Attend training classes to keep updated on products.
- Work closely with Sales Managers and keep them updated on all issues with customers.
- Participate in ISO audits.
- Suggested and implemented improvements on various procedures and systems to enhance operational efficiency.
- Called customers for payment information, supporting Accounts Receivable in maintaining cash flow.
- Provided Customer Service with a Training Manual.
- Manage reports to find orders that are available to ship before the requested ship date and work with customers to get those orders shipped early.
- Supported the CS Manager during peak workload periods.
Customer Service Team Lead
Cognis Corporation
01.1998 - 01.2011
- Provided corrective actions for customer incidents and followed up to ensure preventative measures were implemented.
- Promoted quality processes by evaluating and analyzing customer complaints to identify root causes.
- Propose solutions or options caused by order fulfillment problems or emergencies.
- Developed training procedures and conducted continuous improvement training for team members as well as new hires.
- Provide SAP training to all Customer Service along with developing an SAP Training Manual.
- Work with identified companies to generate SMOG sales (Inside Sales).
- Demonstrate skill in effective communication, analysis, negotiation, and information management.
- Provided support to the business through daily interfacing with Supply Chain Managers, Sales Force, Credit Department and Manufacturing.
- Processed monthly reports for management, highlighting department performance metrics.
Skills
- Customer relationship management
- CRM Software
- Order processing
- Process improvement
- Reports
- Customer training
- Training
- Multi-Tasking
- Time Management
Classes
- Leadership 1, 01/01/08
- Introduction to Marketing, 01/01/06
- Project Management, 01/01/06
Timeline
SR Customer Service Rep
CSafe
10.2023 - Current
Customer Service/Inside Sales/Team Lead
Osborn
01.2011 - 10.2023
Customer Service Team Lead
Cognis Corporation
01.1998 - 01.2011