Poetry
Niccole L McCall-Davis
Sr. Site Specialist
Parkville,MD
Summary
Diligent Sr. Site Specialist with 20+ years of order management experience from order placement through final customer payment. Excels in high-volume atmospheres requiring multitasking skills and commitment to customer satisfaction. Showcases attention to detail and responds to shifting priorities across broad range of order fulfillment tasks to drive operational efficiencies.
Overview
24
24
years of professional experience
3
3
years of post-secondary education
Work History
Sr. On-Site Specialist
ThermoFisher Scientific/Unity Lab Services, Johns Hopkins University
Baltimore , MD
04.2016 - Current
- Order Entry in both Mainframe and SAP; 40+ orders daily
- Resolve open and backordered, shipments, invoicing, returns and product quality issues
- Order Management ; negotiate cost and develop agreements/quotes for customers; increasing sales by 30%
- Provide accurate and appropriate information in response to customer inquiries
- Process Return Goods Requests; Prepare Quotes; Review contracts/quotes for purchasing
- Setup products in system based on quotes provided from suppliers
- Back order Management; Invoice Reconciliation and Claims and Deductions
- Work closely with suppliers and JHU purchasing to ensure orders are processed and delivered in timely manner
- Built and maintain relationships with suppliers and JHU customers
Acknowledgement Representative/Customer Service
American Office
Baltimore , MD
04.2015 - 03.2016
- Review all orders/contracts/acknowledgements for correct prices and shipping details
- Processed repair request and follow through to ensure customer satisfaction
- Excellent customer service to all customers and sales team
- Work with accounting to process warranty repair labor and part invoices
- Handled 60+ calls per day to address customer inquiries and concerns.
- Developed team communications and information for meetings
Operations Supervisor/Order Processing Specialist
Barcoding Inc
Baltimore , MD
04.2001 - 05.2013
- Processed 30+ of incoming sales orders daily for new and existing customers
- Set up new customers, determined customer terms with accounting department
- Kept all customer and teams aware of order information, such as pricing, special order requirements, shipping information, and delays; prepared, maintained, and reviewed purchasing files
- Processed high volumes of invoicing, credits and returns
- Coordinated with vendors to ensure inventory was available based on volume needed
- Negotiated, prepared and executed contracts (Cost-reimbursable, Fixed, Demo, Rental, PO)
- Worked on and assigned projects to collections department to ensure timely payment from customers
- Held meetings weekly for operations team for operations improvement, profit and volume growth
- Communicated with customers by email, mail correspondence, fax and in timely manner
- Reviewed sales related contracts, agenda, and documents for accuracy and completion
- Trained, hired and evaluated operations employees (Conducted performance reviews and provided feedback to staff)
- Assisted in developing operations policies and procedures with Sales and Management Teams
- Reviewed records and reports to project sales and determine profitability with Sales
- Work closely with marketing on larger deals; Worked closely with Tech/Shipping and Receiving for orders and contracts implementation
- Lead operations team focusing on achieving business targets
- Motivated and trained employees to maximize team productivity
- Assisted customers with questions and problems to build brand loyalty and cultivate lasting business relationships
Education
Bachelor of Arts - Business Management
Gordon University
Grayslake, IL 08.2003 - 11.2006
High School Diploma -
Baltimore City College HS
06.1996
Skills
- Management; Customer Service Driven
- Leadership
- Contract Management
- Purchasing Processes
- Interpersonal Skill
- Microsoft Office; Salesforce; SAP; Mainframe; QuickBooks; County Accounting Systems
- Highly organized and strong administrative abilities
- Excellent communication and interpersonal skills
- Strong leadership ability, Outgoing and Team player
- Flexible and Adaptable
- Decision Making
Remote Support
Time Management
Attention to Detail
Teamwork and Collaboration
Problem-Solving
Excellent Communication
Team Leadership
Adaptability and Flexibility
Task Prioritization
Conflict Resolution
Interpersonal Communication
Business Development
Experience in leadership
Vendor Management
Analytical Skills
Financial Analysis
Data Entry
Complaint resolution
Payment Processing
Order Processing
Administrative Support
Microsoft Office Suite
Microsoft PowerPoint
Staff Training
Live chat support
Call Center Operations
Client Relations
Invoice Processing
Invoicing and collections
Purchasing
Expense Reports
Accounts receivable management
SAP understanding
Confidentiality
Invoicing and Billing
Customer Service
Microsoft Excel
Accounts Payable and Receivable
Invoice balancing
Quickbooks
ERP Systems
Order Fulfillment
Shipping procedures
Purchase Order Management
Inventory Reconciliation
MS Excel
EDI processing
Supply Chain Coordination
Tracking packages
Managing returns
Order Picking
Order tracking
Verifying shipments
Fulfillment management
Invoice Preparation
Critical Thinking
Phone and Email Etiquette
Sales experience
Purchase Orders
Work Preference
Work Type
Full TimeWork Location
RemoteHybridImportant To Me
Company CultureWork-life balanceInterests
Music
Timeline
Sr. On-Site Specialist
ThermoFisher Scientific/Unity Lab Services, Johns Hopkins University
04.2016 - Current
Acknowledgement Representative/Customer Service
American Office
04.2015 - 03.2016
Bachelor of Arts - Business Management
Gordon University
08.2003 - 11.2006
Operations Supervisor/Order Processing Specialist
Barcoding Inc
04.2001 - 05.2013
High School Diploma -
Baltimore City College HS
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