Rachael Luellen
Forney,TX
Summary
Accomplished Technical Sales Representative at Smurfit Westrock, adept in territory management and fostering client relationships. Demonstrated success in enhancing sales pipelines and negotiating to reduce costs, achieving significant market presence. Skilled in presenting complex information clearly, ensuring customer satisfaction and loyalty.
Overview
13
13
years of professional experience
Work History
Technical Sales Representative
Smurfit Westrock
07.2022 - 11.2024
- Developed robust pipeline of sales opportunities by maintaining accurate information in CRM.
- Engaged large and medium end-users to deliver company's total value proposition to increase sales.
- Collaborated closely with engineering team to ensure accurate product knowledge for successful client demonstrations.
- Maximized revenue opportunities by conducting thorough needs assessments during initial client consultations.
- Leveraged excellent communication skills when presenting complex technical information to non-technical audiences.
- Collaborated with customers and asked questions to assess needs and budgets.
- Developed strong relationships with key industry players, enhancing company reputation and market presence.
- Participated in trade shows and conferences to expand professional network and increase company visibility within the industry.
- Negotiated favorable contract terms with suppliers, reducing costs without compromising quality or delivery timelines.
- Increased product sales by effectively communicating technical specifications and benefits to potential clients.
Sales and Customer Service Manager
Smurfit Kappa Group
03.2020 - 07.2022
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Optimized workflow processes to maximize efficiency while maintaining an unwavering commitment to client satisfaction.
- Created and reviewed invoices to confirm accuracy.
Customer Service Representative
Smurfit Kappa Group
05.2017 - 03.2020
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Logistics Specialist Coated Products
Smurfit Kappa Group
01.2013 - 05.2017
- Tracked supply, equipment and product inventory quantities to maintain necessary levels.
- Coordinated incoming and outgoing shipments to maintain schedules.
- Managed inventory levels for optimal cost savings and minimal stockouts.
- Oversaw every phase of supply chain, from purchase order to delivery to invoicing, targeting 100% end-user satisfaction.
- Handled high-volume paperwork and collaborated with administrators to resolve invoicing and shipping problems.
- Oversaw complex projects for senior leaders by ensuring timely and cost-effective delivery.
- Managed and tracked package transfers such as bills of lading, delivery receipts, packing lists and load tags.
- Developed strong relationships with carriers to secure competitive rates and improve delivery times.
- Negotiated contracts with suppliers to secure favorable terms and contribute to overall cost savings.
- Streamlined warehouse operations, resulting in reduced labor costs and increased productivity.
- Provided training and development opportunities for employees within the logistics department, fostering a culture of growth and continuous learning.
- Managed inventory levels to verify availability of stock for customer orders.
Accounts Payable Clerk
Smurfit Kappa Group
01.2012 - 01.2013
- Reviewed vendor invoices for appropriate documentation and validity prior to payment.
- Prepared vendor invoices and processed incoming payments.
- Assisted in month-end closing procedures, ensuring all invoices were processed on time to reflect accurate financial statements.
- Maintained good working relationships with vendors and resolved disputes.
- Collaborated with other departments to resolve discrepancies in invoices or purchase orders, promoting smooth business operations.
- Demonstrated adaptability during peak workload periods while maintaining high-quality results and meeting tight deadlines.
- Reduced late payment penalties by closely monitoring due dates and managing timely payments.
- Maintained high level of data integrity by consistently updating vendor information in the system accurately.
- Streamlined invoice processing by implementing efficient filing and tracking systems.
Education
Associate Of Business Administration - Business Administration And Management
Trinity Valley Community College
Athens, TXSkills
- Client relationships
- Territory management
- Sales pipeline management
Timeline
Technical Sales Representative
Smurfit Westrock
07.2022 - 11.2024
Sales and Customer Service Manager
Smurfit Kappa Group
03.2020 - 07.2022
Customer Service Representative
Smurfit Kappa Group
05.2017 - 03.2020
Logistics Specialist Coated Products
Smurfit Kappa Group
01.2013 - 05.2017
Accounts Payable Clerk
Smurfit Kappa Group
01.2012 - 01.2013
Associate Of Business Administration - Business Administration And Management
Trinity Valley Community College
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