ROSSANA BECKER
Wabtec Corporation
Des Plaines,IL
Summary
Dedicated Customer Service professional with over 15 years in B2B order management and customer support. Led training and onboarding initiatives while enhancing process efficiency and cross-functional collaboration. Expertise in maintaining high-accuracy order execution in ERP/CRM systems, with a focus on problem-solving and detail orientation in fast-paced environments.
21
Years of experience
Work History
Customer Service Representative
9 Years 7 Months- Serve as key point of contact for customer inquiries, resolving complex issues by coordinating with internal teams including operations, supply chain, and sales.
- Prepared quotes, managed order modifications, and maintained detailed customer account records across commercial, international, and transit/bus segments to ensure accuracy and customer satisfaction.
- Process high-volume customer orders through Oracle, EDI, and CRM platforms with strong attention to accuracy, compliance, and timely execution.
- Prepare quotes, manage order modifications, and maintain detailed customer account records across Commercial, International, and Transit/Bus segments.
- Acted as informal team lead and primary trainer, onboarding new hires while providing ongoing training and support to enhance process adherence and team consistency.
- Partnered with management to evaluate workflows, identified gaps, and supported development of improved processes aligned with evolving operational needs.
- Contribute to team performance by reinforcing best practices, improving service consistency, and supporting continuous improvement initiatives.
Inside Sales Support
2 Years- Managed customer orders and prepared competitive quotes, ensuring timely support in a high-volume sales environment.
- Coordinated with sales and operations teams to ensure inventory availability and accurate order fulfillment.
- Supported field and inside sales staff by processing orders, pricing, and resolving customer issues to enhance service delivery.
- Maintained strong customer and vendor relationships, fostering service continuity and enhancing overall satisfaction.
Supplies Sales Specialist
8 Years- Prepared accurate bids and quotes for Latin American customers, enhancing response efficiency.
- Provided product recommendations and resolved customer issues to support revenue and retention goals.
- Generated reports on quote activity, streamlining sales operations with data tracking and analysis.
- Provided product recommendations and resolved customer issues, contributing to revenue and retention goals.
Education
High School Diploma
Skills
Order management systems
CRM management
Quote & Bid Preparation
Process improvement
B2B Account Support
Customer Service Leadership
Training & Onboarding
Cross-Functional Collaboration
Conflict resolution
Bilingual customer support
ADDITIONAL INFORMATION
- Fluent in Spanish
- Strong experience in B2B customer service and sales support environments
Timeline
Customer Service Representative
Wabtec Corporation
01.2017 - Current
Inside Sales Support
Midland Paper
01.2014 - 01.2016
Supplies Sales Specialist
Zebra Technologies
01.2006 - 01.2014
Notre Dame High School
High School Diploma