Linda L. Schultheis
Piffard,NY
Summary
To provide excellent service to maintain customer satisfaction, create trust, and generate return business
30 plus Years extensive customer service and procurement experience Office/Banking Management . Proficient computer skills, MS Suite . Strong Communication/listening Skills . Proficient with SAP, C4C, eSales, Profisee . Empathetic, patient, and customer focused . Team Mentality . Professional telephone etiquette/multi-line phone experience . Time management/organizational conflict resolution, problem solving and negotiating skills
Overview
36
36
years of professional experience
Work History
Customer Experience Specialist
SPX Flow
03.2024 - Current
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Worked closely with sales teams to provide seamless transition from pre-to post-sales support, enhancing the overall client journey.
- Participated in cross-functional teams to address complex problems, improving overall customer experience strategy.
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
- Negotiated solutions with dissatisfied customers, often turning potential negative reviews into positive testimonials.
Warranty Specialist
SPX Flow
01.2021 - 03.2024
- Responding to calls and emails from Sales Reps or Customers for any post shipment issue (damaged parts, damaged units, missing parts, unit/part not performing correctly, incorrect parts furnished, incorrect parts ordered, picking errors and shipping errors)
- Responding to General Operation questions from Sales Reps or Customers (oil quantity, electric motor specifications, material specifications, part specifications etc.)
- Determining if process to resolve issues with units or parts will be repair/replace/credit
- Coordinating site visits by rep or service tech if necessary to assist in resolving an issue
- Approving and issuing Return Good Authorization for Warranty Repair or Credit Return
- Order entry for all Warranty Orders
- Coordinating warranty repairs with Service Center or authorized Contractor as required
- Write and present justification for large dollar Warranty Orders to Management for review and approval
- Process incoming eSales transactions assigned to Warranty
- Compile Quality Assurance Documentation in PDF format and upload to QAD website
- Maintain the Customer Resolution Portal (CRP) and assign Corrective Action when needed
Customer Sales and Service Representative
Applied Industrial Technologies
01.2016 - 01.2021
- Professionally handle requests from customer to ensure all issues are resolved thoroughly
- Requests are received via phone, email, fax, EDI and walk in customers
- Recommended and sourced the most profitable products utilizing internal inventory first, supplier inventory as alternate option, to meet or improve upon the customer required dates
- Gained and utilized product knowledge and expertise to assist customers with product selections and coordinate supplier engineering support to drive the sales process
- Worked closely with outside sales to satisfactorily meet project quoted and deadlines in a fast paced deadline driven environment
- Maximize profit by working with supplier to gain additional chargebacks, recommending the most profitable product offerings
- Accounts Receivable; processed customer payments and made collection calls on late invoices
Inside Sales, Customer Service and Warranty Repair
Auburn Armature
01.2014 - 01.2015
- Relationship sales for local GM, Ford, and Chrysler builders
- Solution selling for customers in critical situations including parts no longer supported by Manufacturers
- Managed customer conflicts and challenging situations
- Managed and processed high-volume workload within a deadline driven environment
- Negotiated with vendors to secure favorable pricing
Member Service Representative
Genesee Valley Federal Credit Union
01.2011 - 01.2013
- Maintained vault and adhered to associated security procedures
- Managed customer transactions, open and closed branch, answered multi-line telephones
- Provided accurate and detailed information to members regarding products and services
- Satisfactorily handled difficult customers; resolved customer issues
Customer support/Buyer/Expediter
Horizon Solutions
01.1989 - 01.2004
- Assisted with implementation of Integrated Supplier and inventory reduction programs
- Determined appropriate inventory stocking levels
- Communicated and coordinated all information as required between suppliers and engineering
- Create cost savings through inventory manipulation
- Investigated shipping and invoicing discrepancies
- Managed plant material crib expenses
- Procured metal cutting tools including sourcing for three plants
- Bought productions items, blueprint parts, gasses, chemicals, crib stock
- Interacted/negotiated with vendors
Education
Diploma -
Wheatland-Chili Central School
Scoftsville, NYIntroduction to Banking and Business Management Training -
Monroe Community College
Rochester, NYLeadership Training -
Robert Maxwell-Discovering the Leader within you
Geneseo, NYCommunication and Telephone Skills -
Credit Union National Association
Geneseo, NYCustomer Service and Sales Management Training -
Skill Path
Rochester, NYProfessional Telephone Selling Skills Training -
Learning International
Cleveland, OHSkills
- Warranty Analysis
- Microsoft Office
- Technical knowledge
- Sales Support
- 30 plus years extensive customer service and procurement experience
- Office/Banking Management
- Strong communication skills, Microsoft Suite
- Proficient with SAP, C4C, eSales, Profisee
- Empathetic, patient and customer focused
- team mentality
- Professional telephone etiquette/multi-line phone experience
- time management/organizational conflict resolution
- problem solving and negotiating skills
Volunteer Experience
- Secretary, Avon, NY Boy Scouts of America
- Treasurer, York/Leicester, NY Cub Scouts of America
Timeline
Customer Experience Specialist
SPX Flow
03.2024 - Current
Warranty Specialist
SPX Flow
01.2021 - 03.2024
Customer Sales and Service Representative
Applied Industrial Technologies
01.2016 - 01.2021
Inside Sales, Customer Service and Warranty Repair
Auburn Armature
01.2014 - 01.2015
Member Service Representative
Genesee Valley Federal Credit Union
01.2011 - 01.2013
Customer support/Buyer/Expediter
Horizon Solutions
01.1989 - 01.2004
Introduction to Banking and Business Management Training -
Monroe Community College
Leadership Training -
Robert Maxwell-Discovering the Leader within you
Communication and Telephone Skills -
Credit Union National Association
Customer Service and Sales Management Training -
Skill Path
Professional Telephone Selling Skills Training -
Learning International
Diploma -
Wheatland-Chili Central School
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