Rochelle Hatfield
Livonia
Summary
Customer Service and Order Management Specialist offering a wealth of experience resolving complex issues, managing administrative tasks, and maintaining high level of professionalism. Focused on team collaboration and adapting to changing needs. Known for excellent communication, problem-solving abilities, and strong work ethic.
Overview
6
6
years of professional experience
Work History
Customer Service Administrator
IDN Hardware Sales
11.2022 - Current
- Acts as primary customer service contact and all aspects of returns for the entire company
- Works closely with the sales team to receive all return requests from customers and maintain customer satisfaction
- Maintains non stock inventory ensuring that all returned non stock items are either resold by the sales team or returned to the vendor for credit
- Requests RGAs from vendors for defective and non-stock items
- Coordinates with accounts receivable to ensure all credits have been applied correctly to the customer's statements before customer statements are sent out
- Works closely with accounts payable to ensure vendor credits have been applied accurately to statements or matched off to open invoices.
- Trains and delegates tasks to an assistant
- Manages open orders, POs, and RMPOs ensuring any pricing or product discrepancies are resolved before closing.
- Writes and maintains all SOPs related to returns and management of defective and non stock inventory
Account Service Manager
Xanedu
06.2019 - 09.2022
- Managed a group of individuals to deliver print and digital course packs to an assigned territory of accounts overseeing order process from PO receipt to final delivery of monolithic
- Developed long-lasting relationships with customers ensuring repeat business
- Created a training program and extensive notes for the OMS team to fulfill the orders in my territory
- Performed quality control on final monolithic to ensure any issues were resolved before final delivery to the customer by the deadline
- Approved final products and worked with the finance team to facilitate the final billing process
- Coordinated with production partners to ensure that the final product was produced in an accurate and timely manner
- Worked closely with the copywriting team to ensure accurate and timely clearance of copyrights
- Developed system for training and maintaining smooth transition to remote working conditions during the pandemic
Education
Bachelor of Arts - Art History
Wayne State University
01-2018
Skills
- Customer service excellence
- Data entry
- Troubleshooting
- Issue resolution
- Meeting deadlines
- Account management
- Report generation
- Information updates
- Attention to detail
- Multitasking and organization
- Time management
- Team leadership
- Excellent communication
Timeline
Customer Service Administrator
IDN Hardware Sales
11.2022 - Current
Account Service Manager
Xanedu
06.2019 - 09.2022
Bachelor of Arts - Art History
Wayne State University
Similar Profiles
Zachary HorvathZachary Horvath
Inside Sales Representative at IDN Hardware SalesInside Sales Representative at IDN Hardware Sales
SOREN SAGMOENSOREN SAGMOEN
Sales Associate at Hardware SalesSales Associate at Hardware Sales
Cole MarignyCole Marigny
Warehouse Forklift Operator at Disco Automotive Hardware SalesWarehouse Forklift Operator at Disco Automotive Hardware Sales