Mark J. Santoro
Medford,MA
Summary
Dynamic customer service professional with over 20 years of experience in delivering exceptional service to clients and organizations. Known for creative problem-solving abilities and a collaborative spirit, consistently driving efficiencies that align with organizational goals. Proven track record of enhancing client satisfaction while contributing to team success, ensuring both immediate and long-term objectives are met. Committed to fostering positive relationships and delivering results that benefit all stakeholders.
Overview
13
13
years of professional experience
Work History
Account Manager/ Customer Service Manager 3
Arch Medical & Aerospace
08.2022 - Current
- Provide front line support by answering incoming phone calls, responding to inquiries via phone and e-mail and providing customers with any requested information.
- Enter customer purchase orders into ProShop ERP system and track the progress of order; give customers support and updates regarding orders.
- Enter and follow up with customer RFQs and quotes with team.
- Manage new customer request for quotes; enter into Salesforce.
- Work closely with the scheduler to obtain delivery dates for customer orders; notify customers of any delays.
- Create “Open Order” reports for customers.
- Work with other managers and Machinists regarding customer parts.
- Establish feedback with customers, sales representatives and distributors in regard to pricing, availability, stock, assembly orders and late shipments.
- Prepare quotes on pricing, availability and estimated shipping cost.
- Research and acknowledge customer inquiries and provide resolution in a timely manner.
- Maintain customer account information.
- Process customer orders/changes/returns according to established department policies and procedures.
- Attend meetings to improve processes and procedures; make recommendations to help drive continuous improvement activities.
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Customer Service Representative
Watson Marlow Fluid Technology Group
12.2021 - 08.2022
- Front-line support for all inquiries, orders and/or problems with our sales force and customers.
- Enter orders using Microsoft AX ERP system in a reasonable fashion to meet customer’s required delivery dates.
- Provide tracking of shipments.
- Collaborates with internal stakeholders from various departments to ensure internal processes and customer expectations are met.
- Issue preliminary, partial, or full release of BOM’s upon approval from customer based on expected delivery dates.
- Provide reception coverage as needed.
- Attend meetings to improve processes and procedures, may recommend or help drive continuous improvement activities.
Instrument Coordinator
Werfin USA LLC
07.2021 - 10.2021
- Reviews new instrument order documentation for completeness and accuracy.
- Enters and tracks data relating to new instrument orders.
- Responds to Internal and External inquiries about new instrument orders and existing Instrument reagent rental and lease agreements.
- Performs monthly checks on the Reagent Rental contract database to ensure results are submitted in a timely manner and that invoicing is accurate.
- Reviews contract documents and associated worksheets to make sure they meet department/company guidelines.
- Coordinates instruments shipping with field management based on availability.
- Performs routine contract administration duties including filing documents related to customer contracts in accordance with department/company guidelines.
- Assists with the preparation of files, documents, and reports as needed.
- Resolves customer issues pertaining to credit/claims for orders related to Reagent Rentals, instrument, and reagent orders; Researches and decides on appropriate action for resolution.
Customer Service Representative
American Optics/Endoscope Replacement Parts
02.2018 - 09.2019
- First point of contact for order placement, product and billing inquiries, and managing customer complaints to resolution. Processed approximately 9,200 orders per year, accounting for $20M in revenue with oversight of 500 customers across the United States, Canada, South America and Asia Pacific.
- Opened a new North American Distribution Center in Massachusetts by coordinating the consolidation of two separate customer service sites (Florida and Canada) to a centralized location, resulting in process efficiencies and reduced costs.
- Partnered in the implementation of a new ERP system by testing functionality and driving system improvements and process to enhance capabilities and user adoption.
- Implemented new automated labeling system to address product shipping errors, resulting in increased quality control and decreased shipping errors.
Platinum Experience Customer Service Representative
Tristar Worldwide Chauffeur Services
01.2016 - 01.2018
- Provided high-quality domestic and international travel service coordination to Executive and Fortune 500 clients by coordinating logistics and attending to personal needs.
- Developed and maintained client relationships to ensure high customer satisfaction with personal follow-up and efficient management of concerns to resolution.
- Supported global client network for client services in 86 countries.
- Processed customer reservations accounting for $26M in revenue across the United States.
- Promoted to manage all Tier 1 executive clients based on flawless track record as Client Service Associate.
Client Service Associate
Tristar Worldwide Chauffeur Services
01.2013 - 01.2016
Education
Cyber Defender certified - A+ Hardware and Software, Network+, MCSA, Security +, CCNA
Associate of Culinary Arts and Restaurant Management - Culinary Arts and Restaurant Management
Newbury College
Brookline, MA01-1992
Skills
- Microsoft Office Suite
- Customer service
- Teamwork and collaboration
- Client relations
- Account management
AREAS OF EXPERTISE
- Business Development
- Data Analysis
- Employee Management & Recruitment
- National & International Client Management
- Operations Management
- Partnership Building
- Program Advancement
- Project Management
Timeline
Account Manager/ Customer Service Manager 3
Arch Medical & Aerospace
08.2022 - Current
Customer Service Representative
Watson Marlow Fluid Technology Group
12.2021 - 08.2022
Instrument Coordinator
Werfin USA LLC
07.2021 - 10.2021
Customer Service Representative
American Optics/Endoscope Replacement Parts
02.2018 - 09.2019
Platinum Experience Customer Service Representative
Tristar Worldwide Chauffeur Services
01.2016 - 01.2018
Client Service Associate
Tristar Worldwide Chauffeur Services
01.2013 - 01.2016
Associate of Culinary Arts and Restaurant Management - Culinary Arts and Restaurant Management
Newbury College