Mary Garrahan
Chester,VA
Summary
Accomplished Customer Service Supervisor with a proven track record at Smurfit Westrock, enhancing team performance through expert coaching and cross-functional collaboration. Skilled in SAP and adept at driving continuous improvement initiatives, significantly reducing compliance findings. Excels in problem-solving and training, fostering a culture of excellence and customer satisfaction.
Overview
37
37
years of professional experience
Work History
Customer Service Supervisor
Smurfit Westrock
01.2015 - Current
- Coach Customer Account Specialists through day-to-day work best practices as well as complex problems.
- Collaborate with multiple departments to address recurring customer concerns, improving overall service quality.
- Evaluation and reporting of key metrics to assess team performance and identifying opportunities for further skill development and training initiatives.
- SAP S/4Hana superuser and trainer for the future ERP deployments.
- Intern audit control owner for customer service, fostering improved compliance and reduced findings.
- Provided A3 project support for cost to serve initiative and created streamlined workflow processes for handling price quotes.
- Onboarding new internal and external customer accounts with focus on use of ecommerce tools with VMI/CMI programs.
- Maintain up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
Account Representative II
MeadWestvaco
09.2009 - 12.2014
- Delivered world class customer service to key paper merchants.
- Collaborated with sales account managers to develop tailored solutions for key accounts, fostering long-term partnerships.
- Mentored team members and shared best practices consistently.
- Elevated customer satisfaction through effective communication with cross functional teams.
- Supported ecommerce initiatives and served as customer resource for these tools.
- Sought opportunities to reduce supply chain cost and improve efficiencies.
Corporate Customer Service Manager
ATC Panels, Inc.
01.2004 - 06.2009
- Customer order management process owner for ERP implementation. Responsible for design, development, cross functional testing of the system configuration, training and end user support.
- Managed inside sales teams for all manufacturing locations, fostered a positive work environment focused on teamwork and collaboration.
- Performed data retrieval and analysis for sales managers.
- Facilitated the claims process to ensure complete resolution and customer satisfaction.
- Served as interim credit manager, reviewed risk, assigned credit limits, developed lockbox interface for cash application.
Customer Service Manager
International Paper
01.1999 - 12.2003
- Managed customer service and inside sales team, responsible for house account .
- Supported field sales representative and the division sale organization
- Participated in the development of our customer order management and inventory control system.
- Performed production planning and scheduling for the finishing department.
- Directed the shipping department team and had responsibility for outbound carrier procurement.
Operation Supervisor
International Paper
01.1993 - 12.1998
- Managed finishing, shipping and grounds departments.
- Provided support for rotating shift supervisors.
- Scheduled press production and coordinated order flow through the mill.
- Selected outbound carriers and negotiated rates and contracts.
- Served as facility safety coordinator with responsibility for maintaining OSHA regulatory compliance.
Formaldehyde Laboratory Supervisor
International Paper
05.1987 - 12.1992
- Direct formaldehyde monitoring programs to ensure product compliance with HUD standards.
- Supervised laboratory technicians.
- Schedule testing for outside clients.
- Oversight for all industrial hygiene programs.
- Conducted OSHA training for employees.
- Performed environmental permit sampling and submitted reports.
Education
Bachelor of Science - Biology
University of Mary Washington
Fredericksburg, VA05.1987
Skills
- Problem-Solving
- Cross-Functional Collaboration
- Time Management
- Customer Service
- Training and mentoring
- Continuous Improvement
Timeline
Customer Service Supervisor
Smurfit Westrock
01.2015 - Current
Account Representative II
MeadWestvaco
09.2009 - 12.2014
Corporate Customer Service Manager
ATC Panels, Inc.
01.2004 - 06.2009
Customer Service Manager
International Paper
01.1999 - 12.2003
Operation Supervisor
International Paper
01.1993 - 12.1998
Formaldehyde Laboratory Supervisor
International Paper
05.1987 - 12.1992
Bachelor of Science - Biology
University of Mary Washington