Leonie Marsh
John Crane
Chicago
14
years of professional experience
As a customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Work History
Customer Service Rep II
4 Years 9 Months- Order Management & Fulfillment : Receive, interpret, and enter sales orders using ERP system, while verifying that scheduling methods align with customer request.
- Technical Support : Review customer purchase orders and blueprints to compile BOM (Bill or Materials) and recommend the correct packing and gasket rings for specific applications.
- Cross Function Coordination : Liaise directly with Planning, Engineering, and Production teams to track delivery performance, expedite urgent orders, and communicate anticipated delays to customers.
- Quoting & Pricing : Generate complex cost and product quotes for intercompany and external customers using internal pricing tools.
- Quality & Accounts : Process Return Merchandise Authorizations (RMA's) and Area Quality Requests, with the Quality Department. Issue credit/rebills, replacement orders, and assist Finance with clearing past-due invoices
Help Desk Support
4 Years 3 Months- Handle incoming calls related to customer orders, pricing, availability, billing issues, RMA requests, shipping issues and other customer related concerns.
- Lead order processor in the Help Desk Dept. Responsible for handling the bulk of Retail and Industrial orders that are uploaded into the CAARS database.
- Handled 80% of Industrial requests with 4-hour turnaround time, ensuring timely resolution of customer inquiries.
- Building a positive relationship between the customer, vendor and Co-op, be being proactive and providing consistent follow through when resolving customers issues and concerns.
- Managed and organized 80% of Industrial request with a 4-hour turnaround time.
- Provides product knowledge to customer for brands such as SBM Life, Positec/Works and Fiskars Brands.
- Developed strong relationships relationship bytween the customer, vendor and Co-op, be being proactive and providing consistent follow-through when resolving customers issues and concerns.
- Account rep for major manufactures such as Energizer, Generac and Mrs. Meyers.
Operations Manager
10 Months- Develop and maintain positive customer relations required to ensure superior customer satisfaction.
- Managed customer calls and emails to address inquiries and provide timely support.
- Resolved and escalated disputes or unsatisfied service confirmations to enhance customer experience.
- Ensure that all services are warranted and billed in a timely manner. Having the ability to answer any billing concerns related to the service performed.
- Ensures that all affiliates are complaint in relation to the SMS contracts. Other duties/special projects as directed.
- Receive and manage customer calls and emails.
- Respond to all emergency calls/emails after hours on weekends.
- Ensures that all affiliates are compliant in relation to the SMS contracts. Completed special projects and other duties as assigned.
Customer Support Rep
3 Years 7 Months- Processed all National Accounts orders, bids, and quotes.
- Responded to customer inquiries regarding order status, shipping, quotes, and returns to enhance customer satisfaction.
- Followed up with customers within 24 hours of request to ensure prompt resolution of inquiries.
- Updating all customer portals with order acknowledgements and shipping dates.
- Processing all US Safety eyewear orders and invoices.
- Managing accounts for GSA, Intergrys and Southern Companies.
- Updated Purchase Order Reports, Open Order and RMA reports.
- Set up new customer accounts and updated customer information.
- Contacting vendors for pricing and availability of products.
Education
No Degree - Health Information Management
No Degree - Health Information Technology
Skills
Pressure multitasking
Adaptability
Problem resolution
Customer relationship management
Customer engagement
Accountability in tasks
Interests
I am an avid book reader. I can read a 400- page book in 2 days. I have traveled Internationally. I love to ride bikes and take long walks to reset my mind.
Timeline
Customer Service Rep II
John Crane
11.2021 - CurrentRead More
Help Desk Support
Creeden and Associates
10.2016 - 01.2021Read More
Operations Manager
SMS Assist
11.2015 - 09.2016Read More
Customer Support Rep
ANI Safety
02.2012 - 09.2015Read More
Wright College
No Degree from Health Information Management
Read More
DeVry University
No Degree from Health Information Technology
Read More