Latonya Sikes
Memphis,TN
Summary
Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking opportunities to expand skills while facilitating company growth. Team oriented professional with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
24
24
years of professional experience
Work History
IDOC Analyst
Smith & Nephew
Memphis, TN
07.2021 - Current
- Maintain the site's and 3PL location material and stocked product inventory including stock profiles and stock locations
- Work with Customer Service and Planning to address any issues and follow up on orders to make sure orders are shipping on time
- Correct Returns Delivery issues in coordination with Arvato
- Analyze and solve IDOC errors
- Assist in purchase order revision, and updating
- Resolve problems concerning transportation, logistics system, imports or exports or customs issues
- Data Entry.
- Maintained positive working relationship with fellow staff and management.
- Developed actionable roadmaps for improving workflows and processes.
- Created reports, presentations, and other documentation for stakeholders.
- Maintained accurate records of all data collected during analysis processes.
- Participated in regular meetings with management to assess and address issues and identify and implement improvements.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Identified needs of customers promptly and efficiently.
- Documented procedures for performing tasks such as data collection and manipulation.
- Maintained user confidence and protected operations by keeping information confidential.
International Order Management Specialist
Smith & Nephew
Memphis, TN
01.2019 - 07.2021
- Manages assigned accounts by ensuring customer orders are processed in a timely manner -Prioritizes orders and request based on urgency
- Manually apply batches as necessary to support market requirements
- Apply and/or release future ship dates
- Analyze, research
- Review and follow-up on customer inquiries
- Builds customer loyalty acting as the voice of the customer
- Maintains customer account information on the T drive and ensure SAP updates are made -Completes & submits error discrepancy reports
- Provides product information and order confirmations
- Monitor & release of customer service blocks
- Generates backorder reports and open order reports specific to customer requirements
- Coordinates efforts between Customer Service, Logistics, Marketing, Regulatory, Sales, Manufacturing, Financial Services, & the Global Distribution Center to ensure customer expectations are met
- Supports set order entry for Trauma and Recon
- Participates in compliance, update and product training
- Performs other duties as assigned
- Data Entry.
- Collaborated with warehouse staff to coordinate shipments and deliveries according to customer specifications.
- Maintained detailed records of all incoming orders including quantities ordered, payment terms, shipment methods, special instructions.
- Traced missing material and shipments through vendor and customer communications.
- Reviewed customer orders for accuracy and completeness prior to processing.
- Analyzed customer feedback to identify areas of improvement in the ordering process.
- Provided support for sales teams by responding quickly to inquiries regarding product availability and pricing information.
- Resolved customer issues related to order placement, pricing discrepancies, shipping delays.
- Entered order details into system and inputted updates accordingly using SAP.
- Informed customers of shipping dates and tracking and order information.
- Communicated with customers to assist with order placement and offer updates on status and shipping.
- Answered customers' questions about products, prices, and availability.
Domestic Order Management Representative
Smith & Nephew
Memphis, TN
03.2009 - 01.2019
- Maintain productive partnerships and strategic working relationships with other Smith & Nephew support areas: Sales, Marketing, Logistics, Regulatory/Compliance, Finance, Manufacturing, Distribution, etc… Handles customer complaints and inquires by examining relevant information to determine the accuracy of the customer complaint and responsibility of error
- Notifies the customer and appropriate personnel of the findings, adjustments and recommendations
- Analyze, research, review and follow-up on customer inquires
- Assist with the interview process for all Order Management/Customer Service Reps- partner with hiring manager
- Act as a liaison between our external Customers, Field Office personnel, Sales Force personnel, and Smith & Nephew
- Enters orders utilizing SAP on-line order processing computer system- includes stock withdrawals, inquiries for: pricing, orders, shipping issues, billing/invoices, and web request
- Completes return authorizations and debit/credit request as needed
- Monitor and release customer service blocks
- Data Entry.
- Communicated with customers to assist with order placement and offer updates on status and shipping.
- Drove customer feedback to deliver information to management for corrective action.
- Participated in training sessions conducted by Order Management Team Lead on new technologies or processes related to order management activities.
- Informed customers of shipping dates and tracking and order information.
- Informed customers by mail or telephone of unit prices, shipping dates, and anticipated delays.
- Reviewed customer inquiries regarding order status and provided updates as necessary.
- Identified areas of improvement within the order management system and suggested solutions.
- Answered customers' questions about products, prices, and availability.
- Entered order details into system and inputted updates accordingly SAP.
- Communicated with customers via phone or email regarding order status updates and other inquiries.
- Fielded incoming calls and emails from customers and sales representatives and verified clear and complete communication among involved parties.
- Received, processed and tracked customer orders to ensure timely delivery.
RTV Clerk, Flooring Sales Associate, Head Cashier, and Cashier
The Home Depot
Memphis, TN
03.2000 - 06.2009
- Operate an NCR register
- Handle large amounts of currency
- Assist vendor representatives with inspecting and authorizing RTV’s
- Follow and perform all safety procedures
- Assist customer with special orders and installed sales
- Supervise and train 25 or more cashiers
- Decision making with customer relations
- Manage the front end of the store
- Key rec and schedule deliveries
- HZMAT certified.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Mentored junior team members and managed employee relationships.
Education
MBA - Masters in Healthcare Administration
Walden University
Minneapolis, MN06.2022
Bachelor of Arts - Business Administration
University of Memphis
Memphis, TN12.2007
Skills
- Customer service
- Decision making
- Problem solving
- Quality focus
- Productivity
- Safety
- Self-motivated
- Energetic
- Punctual
- Dependable
- Works well independently and as a part of a team to solve problems and implement solutions
- Strong interpersonal skills used to develop good working relationships with peers, supervisors, and upper management
- Proficient computer skills (Microsoft Office)
- Effective oral and written communication skills
- Experienced working in fast paced, changing environments
- SAP End User
- Documentation and Reporting
- MS Excel
- Data Research and Validation
References
Available upon request
Timeline
IDOC Analyst
Smith & Nephew
07.2021 - Current
International Order Management Specialist
Smith & Nephew
01.2019 - 07.2021
Domestic Order Management Representative
Smith & Nephew
03.2009 - 01.2019
RTV Clerk, Flooring Sales Associate, Head Cashier, and Cashier
The Home Depot
03.2000 - 06.2009
MBA - Masters in Healthcare Administration
Walden University
Bachelor of Arts - Business Administration
University of Memphis