Laurie Coudal
Marengo,WI
Summary
Dedicated professional with extensive experience in customer service, returns management and reconditioning operations. Skilled in analyzing data to drive process improvements and enhance customer experiences. Committed to maintaining high standards of reliability and attention to detail in all tasks.
Overview
38
38
years of professional experience
Work History
Returns Specialist
DXP Enterprises Inc.
Addison, IL
10.2015 - 03.2026
- Managed returns processing, ensuring compliance with company policies and procedures.
- Coordinated communication between departments to streamline return workflows and enhance customer satisfaction.
- Analyzed return data to identify trends and recommend process improvements for efficiency.
- Managed approximately 5 - 10 customer returns per day. Including requesting RMA's from supplier, generating shipping paperwork for the customer and issuing credit to customer after return verified by the supplier. Removing inventory from stock after the credit was done so accounting could take the credit.
- Provided training and mentorship to new team members on return policies and system usage.
- Oversaw inventory management related to returned items, optimizing storage and retrieval processes.
- Collaborated with cross-functional teams to resolve complex customer issues related to returns.
- Collaborated with team members to facilitate returns quickly and provide outstanding customer service.
- Increased productivity through streamlined processes and system efficiency.
- Improved customer satisfaction by efficiently processing return requests and providing timely resolutions.
- Assisted in the development of new policies and procedures for handling returns, resulting in a more organized system.
- Maintained detailed records of all communications with customers regarding their returns issues, ensuring transparency and efficient follow-up actions.
- Managed returns inventory, ensuring accurate record-keeping and proper disposal or restocking of items.
- Streamlined returns process for increased efficiency and reduced processing time.
Reconditioning Manager
DXP Enterprises Inc.
Addison, IL
10.2013 - 03.2026
- Implemented process improvements that reduced turnaround time for reconditioned equipment.
- Designed standard operating procedures to standardize practices across multiple reconditioning locations.
- Built strong relationships with vendors and suppliers, fostering collaboration that supported business growth through dependable supply chains at competitive prices.
- Managed 5 - 10 quotes per day, turning 95% into sales orders.
- Generated shipping papers for customers to ship direct to suppliers in order streamline timeliness of deliveries.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Assisted in developing training materials to facilitate onboarding of new staff effectively.
- Utilized strong time-management skills to prioritize daily workloads effectively, balancing multiple projects simultaneously under strict deadlines.
- Supported team goals by taking on additional responsibilities when necessary, contributing positively to overall workflow efficiency.
Customer Service Representative
MACHINERY TOOLING AND SUPPLY
Schaumburg, IL
10.1987 - 03.2026
- Managed customer inquiries and resolved issues to enhance satisfaction and loyalty.
- Processed 15 - 30 orders per day, from quoting, generating order and purchasing items for order.
- Trained new team members on best practices for effective customer service delivery.
- Collaborated with sales teams to streamline order processing and enhance communication.
- Developed training materials to support ongoing staff development in customer service excellence.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Managed timely and effective replacement of damaged or missing products.
- Identified and resolved discrepancies and errors in customer accounts.
Skills
- Customer Service
- P21 Operating system
- Microsoft Office
- Problem-solving skills
- Time management
- Customer RMA management
- Problem-solving
- Attention to detail
- Multitasking Abilities
- Reliability
- Warehouse operations
Timeline
Returns Specialist
DXP Enterprises Inc.
10.2015 - 03.2026
Reconditioning Manager
DXP Enterprises Inc.
10.2013 - 03.2026
Customer Service Representative
MACHINERY TOOLING AND SUPPLY
10.1987 - 03.2026