KRISTY CLEMENS
Warren,OR
Summary
Customer Service/Inside Sales/B2B Account Management professional with proven track record of delivering high-quality support and fostering positive customer relationships. Skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Strong focus on team collaboration, adaptability to changing needs, and achieving impactful results. Known for reliability and results-driven approach.
Overview
31
31
years of professional experience
Work History
Sr Customer Service Representative
TE Connectivity – Medical Division
03.2017 - Current
- Partnered with Field Sales, Inside Sales, Operations, Product Engineers, Quality, and other TE functions on a daily basis to manage all aspects of customer accounts
- Manage and resolve all customer concerns
- Manage order entry from receipt of order to shipment of product
- Act as a liaison between the customer and the factory
- Ensure accuracy of information in SAP and Quality System including customer drawings and/or latest revision level of product
- Generate Quotes for existing products
- Issue and track Return Material Authorizations (RMA) to customers when required
- Work with customers and sales to prepare and monitor monthly sales forecast by customers and product.
- Solicit bookings to support committed bookings forecast
- Train Customer Service new hires to policies and procedures
- SAP Super User
- Special Projects has requested
- LIT (Local Implementation Team) for Project SONORE SAP PRM Implementation for Wilsonville and Guaymas May 2022 – June 2023
- Create, execute, validate and test business process scenarios and transaction functionality
- Review & communicate business process issues with the SAP Core Team & stakeholders
- Work collaboratively with other LIT function members and site management
- Create Business Requirements Documents as required
- Understand DTO (data take-over) importance, assist in data clean-up, data mapping, data transformation and data loading from the Legacy system into SAP
- Develop and complete the program documentation and associated test scripts
- Develop Business Documentation: training, standard operating procedures (SOP's), work instruction & related reference materials
- Train Super Users and End Users on the functionality of SAP within the business environment
- Cutover Activities - Support the Deployment Lead & the cutover plan, create and execute Go-Live tasks
- Provide first level support for and after Go-Live Provide post-implementation training support within the Business Unit
Business Operations, Release Management/Project Management
Microsoft
11.2012 - 09.2016
- Worked closely with Project Managers, Manufacturing Engineers, Quality and Certifications Group, to effectively manage and release device documentation and device labels for Production as well as Early Adopters Program
- Managed the overall allocation of devices from Engineering Development builds, from initial request to logistics of shipping devices to customers, while resolving any customer concerns and balancing inventory levels. Working closing with Project Managers on the rapidly changing requirements.
- Managed the overall allocation of devices for Early Adopters Program alongside Marketing team, from initial request to logistics of shipping devices to customers and events, while resolving any customer concerns and balancing inventory levels, within required service level agreement
- Collaborated with internal groups to ensure Bill of Materials are updated and released for production in PLM tool
- Account Management/Sales & Marketing Operations for Perceptive Pixel by Microsoft product line November 2012 – September 2014
- Developed process for input of customer orders, via all channels, direct and partner
- Processed and maintained all customer orders, via all channels, direct and partner, from order entry to shipment of product, while resolving any customer concerns within required service level agreement
- Generated pricing quotes to Incubation Sales Team
- Developed and maintained pool of Evaluation and Demo Devices, from initial request to logistics of shipping devices to customers and events, while resolving any customer concerns within required service level agreement
- Monitor and responded to emails and phone calls from internal and external customers, team members within required service level agreement
- Collaborated with Operations to ensure inventory levels are maintained at the DTV to support customer orders
- Worked closely with Sales team to manage allocation of devices
- Provided weekly sales reports to management
- Act as a liaison between, Customer, Sales and Marketing and Operations
Inside Sales/Customer Service/Account Management
VIA optronics, LLC/White Electronic Designs
01.1995 - 11.2012
- Company Overview: Optically Bond Flat Panel Displays
- Partnered with Outside Area Sales Mangers on a daily basis to manage all aspects of customer accounts
- Generated pricing quotations and new product bids
- Managed order entry from receipt of order to shipment of product, including orders for NPI product
- Assist customers with all logistical needs including providing tracking information as well as current status of shipment of product
- Reviewed Export and ITAR requirements for all sales orders
- Determined and communicated lead times and delivery schedules to customers
- Continuously reviewed order backlog to ensure follow on customer orders
- Processed customer invoices (A/R)
- Issue Return Material Authorizations (RMA) to customer when required. Including providing instructions on how to return product
- Respond to all customer inquiries regarding RMA status including expected replacement delivery dates
- Provided weekly sales reports to management
- Forecasted sales in CRM for all area sales accounts
- Assisted in meeting quarterly sales objectives
- Managed Customer and Vendor Non-disclosure agreements to ensure agreements were in place and current
- Partnered with operations and engineering on a daily basis to ensure Bill of Materials were up to date and that component schedules are met in order to meet production requirements
- Trained newly hired Inside Sales Representatives as required
Education
Secretarial Technology
Umpqua Community College
Skills
- Windows, MS Word, MS Excel, PowerPoint, MS Access, SharePoint
- SAP Super User
- CRM
- Salesforcecom
- Understanding of Project Management Tools
- Order Processing/Tracking
- Change Order Management
- Material Tracking/Allocation
- Working Knowledge of Bill of Materials
- Prepare Quotes
- Account Management
- Drive Schedules
- Customer Care
- Return Material Authorization(RMA)
Accomplishments
2024 OSCA Award Winner at TE Medical for consistently providing an Exceptional Customer Experience through outstanding contribution & service
2018 Customer Service Advocate of the Year at TE Medical
Timeline
Sr Customer Service Representative
TE Connectivity – Medical Division
03.2017 - Current
Business Operations, Release Management/Project Management
Microsoft
11.2012 - 09.2016
Inside Sales/Customer Service/Account Management
VIA optronics, LLC/White Electronic Designs
01.1995 - 11.2012
Secretarial Technology
Umpqua Community College
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