Melissa Peck
Lafayette,IN
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Polymer Science, Inc.
Monticello, IN
01.2024 - Current
- Suggested a Kaizen event to streamline quoting process for Sales Department.
- Created and maintains a spreadsheet to keep track of samples being sent to customers to better understand the win/loss rate for quotes sent out.
- Serve customers by providing product and service information and resolving product and service problems.
- Attract potential customers by answering product and service questions and suggesting information about other products and services.
- Open customer accounts by recording account information.
- Maintain customer records by updating account information.
- Resolve product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.
- Maintain financial accounts by processing customer adjustments.
- Recommend potential products or services to management by collecting customer information and analyzing customer needs.
- Prepare product or service reports by collecting and analyzing customer information.
- Contribute to team effort by accomplishing related results as needed.
- Receiving and confirming purchase orders.
- Coordination with production and purchasing to confirm order release dates and relay that information to customers.
- Participate in customer meetings and video conference calls.
- Inside sales when customers need guidance for the best fit product.
- General customer support.
- Answer calls and emails from customers.
Customer Service Representative
ZF
Lafayette, IN
12.2021 - 12.2023
- With the help of production and engineering, the number of past due orders decreased for largest customer at facility from over 400 past due lines to no past due orders.
- Took charge when my group was unexpectedly down one CSR. Divided the accounts the CSR was covering and immediately reached out to customers to let them know that service would not be interrupted, and a smooth transition was expected.
- Provides post-sale support services to customers, including release of orders and changes to establish delivery based on material and capacity availability.
- Ensure that customer packaging requirements are met relative to quantities and type of container.
- Analyze customer demand in SAP to assist with forecasting and production planning.
- Reconcile all SAP exception messages/reports to ensure accurate customer schedules.
- Perform root cause analysis for customer delivery issues related to investigations of customer schedules relative to shipping discrepancies, customer debits, past due orders, cancellations and increases, and short lead time.
- Develop, implement, and communicate long term corrective actions.
- Provide ship dates, related information and coordinate schedule changes from customer and production.
- Track customer delivery performance.
Customer Service Representative
Wabash National Trailer Centers
Lafayette, IN
09.2019 - 12.2021
- Initiated Kaizen event to work towards resolving issues that were consistently occurring with customer supplied parts.
- Oversaw working with all the customers on creating, printing out and shipping Manufacturer’s Certificate of Origin for new trailers.
- Input and manage orders for direct customers and two Wabash dealerships.
- Assist four Regional Sales Managers with the management of their direct accounts.
- Build sustainable relationships with customers through open and interactive communication.
- Provide accurate, valid and complete information to customers regarding upcoming trailer orders on a weekly or monthly basis depending upon the customer’s preference.
- Handle complaints, provide appropriate solutions and alternatives within the parameters and follow-up to ensure that the resolution was acceptable.
- Keep records of customer interactions, process customer accounts and file documents.
- Invoice customers for orders and follow up on payment when necessary.
- Order office supplies for the entire Sales Department.
- Go the extra mile to engage customers.
Parts Clerk
Wabash National Trailer Centers
Lafayette, IN
09.2016 - 09.2019
- Scheduled and carried out the first physical inventory at twelve locations across the United States.
- Part of a group that mapped out, and problem solved the programming that was created to connect Wabash’s SAP with FedEx’s Emdecs system.
- Issue purchase orders (modify as needed) to support production requirements at FedEx garage locations.
- Receive and confirm orders in SAP once acknowledged by WNTC locations.
- Expedite orders for short lead time or replacement materials.
- Confirm pricing and update SAP information records.
- Build relationships with suppliers.
- Maintain parts file in Emdecs program.
- Aid in launching a material management program at the FedEx garage locations.
- Enter and manage cycle counts in SAP.
- Aid in yearly physical inventory and input parts’ count into SAP.
- Manage and report on physical inventory.
- Resolve invoice issues.
- Control the parts’ master in SAP for locations and branches.
- Add and extend parts as necessary in SAP and Emdecs.
- Aid the HR Manager in hiring and maintaining employee files.
- Perform other job-related duties as assigned.
Administrative Assistant
Wabash National Trailer Centers
Lafayette, IN
12.2015 - 08.2016
- Oversaw scheduling and confirming the WNTC branches annual meeting, and problem solved logistic issues when a snowstorm came through during the weeklong meeting.
- Receive and confirm orders in SAP once acknowledged by WNTC locations.
- Expedite orders for short lead time or replacement materials.
- Confirm pricing and update SAP Information Records.
- Build relationships with suppliers.
- Resolve invoice issues.
- Control the part’s master in SAP for locations and branches.
- Add and extend parts as necessary in SAP.
- Support executive management with managing calendars, completing expense reports, and coordinating travel.
- Coordinate meetings and travel for branch managers with executive management.
- Aid the HR Manager in hiring and maintaining employee files.
- Perform other job-related duties as assigned.
Education
M.A. - American Studies
Purdue University
West Lafayette, IN01-2006
B.A. - Political Studies
Westminster College
Salt Lake City, UT01-2002
A.A. - Humanities
Salt Lake Community College
Salt Lake City, UT01-1999
Skills
- Six Sigma Greenbelt Certified
- Over 10 years of applicable experience in an office setting
- Excellent written and verbal communication skills, with an eye for detail
- Extremely productive in a high volume and demanding environment
- Over 10 years of customer service experience
- Highly efficient in all Microsoft Office programs and other applicable computer skills
- Experience with Adobe Creative Suites
- Efficient in SAP, ERP and other material management programs
- Customer relations
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Relationship building
- Microsoft Excel
- Complaint resolution
- Client relations
- Order processing
- Administrative support
- Microsoft Office Suite
Timeline
Customer Service Representative
Polymer Science, Inc.
01.2024 - Current
Customer Service Representative
ZF
12.2021 - 12.2023
Customer Service Representative
Wabash National Trailer Centers
09.2019 - 12.2021
Parts Clerk
Wabash National Trailer Centers
09.2016 - 09.2019
Administrative Assistant
Wabash National Trailer Centers
12.2015 - 08.2016
B.A. - Political Studies
Westminster College
A.A. - Humanities
Salt Lake Community College
M.A. - American Studies
Purdue University