Nancy Calderon
Customer Service Order Specialist
Summary
Experienced customer service professional with over 20 years of experience in order management and client support. Demonstrated ability of efficiently processing orders, resolving customer inquiries, and managing communication between customers and internal teams. Adept at utilizing SAP/CRM/FIT4/ERP systems to ensure order fulfillment. Strong problem-solving skills, attention to detail, and commitment to delivering exceptional service in fast-paced environments.
Overview
20
20
years of professional experience
1
1
Language
Work History
Customer Service Order Specialist
Carl Zeiss Meditec
01.2014 - 08.2024
- Responsible for end-to-end customer order management, managing purchase orders via EDI and manually in ERP SAP system, including change orders, exchanges, cancellations, RMAs, debit FIT4 for OEM and Dealer accounts
- Manage contracts for international dealer business
- Create accounts, sold to ship to address in ERP CRM system
- Provide communication and customer service to include timely response to all inquiries
- Work closely with Finance for payments, Process letter of credits
- Primary contact between direct customers, dealers, and the sales managers
- Work closely with Material Planning on committed schedules, Logistics team to meet shipment deadlines, Quality, Legal, sales, Marketing, Regulatory
- Main contact for various Freight forwarders and 3PL warehouse
- Review backlog and update or escalate to meet customer needs
- Process wire transfer and Letters of credit
International Export Specialist
Carl Zeiss Meditec
01.2012 - 01.2014
- Manage and create all export documentation ERP/SAP system including commercial invoices, packing list, international certificates/export documents
- Process Freight quotes for international shipments
- Manage all instrument inspections
- Monitor and track all export shipments
- Schedule pickup requests with international forwarders to meet customers delivery date
- Communicate with international freight forwarders, internal/external, and international customers to resolve export issues
Customer Service Account Manager
ON Semiconductor
02.2007 - 12.2011
- Account Manager for Flextronics Distribution in the US, Korea, and Mexico
- Support Sales Managers
- Manage purchase orders, including EDI orders in ERP SAP system, change orders, cancellations, sample request and RMA’s
- Managed quotes in Supply Win and in Pro-channel
- Customized semiconductor parts to meet customer requirements
- Strong communication directly with the factory, planning, Logistics team and management to expedite orders
- Provide on-time Customer Support to resolve any issues with Billing, Manufacturing, Freight forwards, etc
- Main contact for various Freight forwarders
Buyer
2Wire Inc.
03.2004 - 01.2007
- Created internal/external purchase requisitions
- Created Purchase orders for various departments
- Negotiated quotes with various vendors
- Resolved vendor issues with accounting
- Manage all expense report audits
- Manage ordering all office supplies
- Assisted Document Control as needed
Education
GED -
Fremont Adult School
Fremont, CA 05.2001 -
Skills
Order Management
Order processing & fulfillment
Customer Satisfaction
Reporting & data analysis
MS Suite (Word, Excel, Outlook)
SAP
CRM
FIT4
Oracle
Agile
JIRA
Shipping & Logistics coordination
Billing & invoicing
Exporting international documentation
Timeline
Customer Service Order Specialist
Carl Zeiss Meditec
01.2014 - 08.2024
International Export Specialist
Carl Zeiss Meditec
01.2012 - 01.2014
Customer Service Account Manager
ON Semiconductor
02.2007 - 12.2011
Buyer
2Wire Inc.
03.2004 - 01.2007
GED -
Fremont Adult School
05.2001 -