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Lucy Orr
Charlotte,NC
Summary
Supply chain professional with proven expertise in optimizing operations. Achieved 95% service level compliance and increased order accuracy by 15%, significantly enhancing customer satisfaction and operational efficiency. Skilled in managing order lifecycles and conducting inventory analysis to inform strategic decisions.
Overview
24
24
years of professional experience
Work History
Customer Supply Chain Analyst-Remote
Campbell Snacks/Pepperidge Farms
Charlotte, NC
02.2018 - Current
- Achieved a 95% service level compliance rate by managing customer compliance programs and resolving service issues with Sales, Manufacturing, and Distribution to address order discrepancies, including transportation mode changes and manufacturing sourcing decisions.
- Manages the order life cycle from creation through delivery, resulting in a 15% increase in order accuracy and a 10% reduction in lead times.
- Built accurate account profiles, analyzing and resolving opportunities to enhance service metrics including incentive pricing, order fill rate, and invoice accuracy.
- Tracked and managed over two hundred customer orders and shipments daily, resolving inquiries and complaints within 24 hours to maintain a 95% customer satisfaction rating.
Customer Management Claims Specialist
Snyders-Lance
Charlotte, NC
06.2012 - 02.2018
- Manages freight claims from start through resolution collecting $457,524.36 within 6 months.
- Processed and verified financial deductions for 1,000+ customers while training auditors on exception handling and accuracy verification for approved credits and overages.
- Resolved valid and invalid short pay deductions, minimizing financial discrepancies.
- Maintained accurate records for debits and credits, supporting financial integrity.
- Researched variances during receiving process, verified bill of lading and receiving quantities to ensure accuracy.
- Compiled audits to verify accuracy of approved credits and overages.
Customer Service Team Lead
Snyders-Lance
Charlotte, NC
06.2007 - 05.2012
- Led customer service team in daily operations and workflow management.
- Resolved customer inquiries and complaints effectively and efficiently.
- Trained new team members on company policies and procedures.
- Implemented an online scheduling system that reduced vacation request processing time by 30% for thirty team members.
- Streamlined inventory management for office supplies and resolved employee benefits inquiries, reducing processing time by 15% for order fulfillment and invoicing.
Senior Customer Service Representative
SPRINT/NEXTEL
08.2002 - 05.2006
- Utilized strong interpersonal communication skills to resolve customer inquiries and collaborate with other departments.
- Managed priorities to achieve targets in a quota-driven environment, consistently meeting key performance indicators.
- Enhanced customer experience by delivering detailed information on new products and services.
- Utilize multiple call center support applications to efficiently assist customers and agents.
Education
Certificate - Accounting
Brookstone College-Charlotte
Charlotte, NC12-1991
Skills
- Order management and logistics coordination
- SAP and AS400
- Power BI and data analysis
- Inventory management and demand forecasting
- Customer service and compliance management
- Microsoft Office proficiency
Timeline
Customer Supply Chain Analyst-Remote
Campbell Snacks/Pepperidge Farms
02.2018 - Current
Customer Management Claims Specialist
Snyders-Lance
06.2012 - 02.2018
Customer Service Team Lead
Snyders-Lance
06.2007 - 05.2012
Senior Customer Service Representative
SPRINT/NEXTEL
08.2002 - 05.2006
Certificate - Accounting
Brookstone College-Charlotte