Pamela Glear
Warrenton,MO
Summary
Results-driven Customer Care Professional specializing in RMA processing and logistics management. Known for meticulous attention to detail and strong collaborative skills, consistently contributing to streamlined operations and enhanced customer experiences.
Overview
12
12
years of professional experience
Work History
Customer Care Professional
True Manufacturing Co., Inc.
O'fallon, MO
09.2014 - Current
- Processed RMA and replacement orders efficiently and accurately in E1.
- Issued customer credits for returned equipment and parts promptly.
- Recognized key moments to advocate for prompt returns of equipment.
- Evaluated photos for returns, ensuring meticulous attention to detail.
- Collaborated with returns team to assess repair or reship options for equipment.
- Coordinated with shipping department to expedite order processing for same-day or next-day shipments.
- Arranged for equipment pickups by communicating with carriers online or via phone.
- Create BOLs for equipment being returned.
- Oversaw True Food Returns Department operations, ensuring organization and professionalism throughout four years.
- Trained new employee on returns procedures and provided ongoing leadership for two years.
- Led meetings with new employees to review returns guidelines, policies, and available resources.
- Developed PowerPoint presentation detailing returns process to facilitate onboarding for new hires.
- Collaborated with program developers to guarantee accurate data transfer to E1.
- Led meeting with multiple departments to show them how to use the new program for returns and replacement orders.
- Knowledge of when to push back for better pricing with service swap out quotes.
- Built and maintained positive relationships with dealers, sales team, managers, and peers.
- Manipulated and entered orders according to their customer accounts.
- Managed multiple territories as an account coordinator.
- Review open order reports to ensure replacements ship as quickly as possible.
- Run end of year reports to send to management team.
- Backed up for WKO processor, to approve WKO's and ensure accuracy.
- Created equipment WKO's to have units built.
- Participated in leadership training at True.
- Have strong product knowledge skills
- Developed processes to grow with the Customer Care position.
- Established and maintained a Customer Care spreadsheet to organize returns.
Education
Intermediate Certificate - Freight Broker/Agent Course
Saint Louis Community College
St. Louis, MO03-2024
Associate of Arts - Foundation of Business
University of Phoenix
Tempe, AZ01-2012
Some College (No Degree) - Human Resources Management
Webster University
St. Louis, MOSkills
- RMA and order processing
- CRM software proficiency
- Data entry and management
- Customer service
- Complaint handling
- Client relationship management
- Equipment logistics management
- Report generation
- Task prioritization
- Project management
- Cross-functional collaboration
- Time management
- Attention to detail
- Problem solving
- Issue resolution
- Team leadership
- Employee training
- Communication skills
- Microsoft Office proficiency
- Recordkeeping
- Microsoft Office proficiency
Timeline
Customer Care Professional
True Manufacturing Co., Inc.
09.2014 - Current
Intermediate Certificate - Freight Broker/Agent Course
Saint Louis Community College
Associate of Arts - Foundation of Business
University of Phoenix
Some College (No Degree) - Human Resources Management
Webster University