Roxanne Saiter
Camanche,IA
Summary
Experienced Senior Customer Service Analyst and Account Manager with 25+ years of proven success in providing exceptional customer service. Skilled in building client relationships, improving operations, and leading teams through complex system implementations. Recognized for strong multitasking abilities, adaptability, and fostering team development. Proficient in SAP, committed to mentoring, problem-solving, and continuously improving service quality.
Overview
28
28
years of professional experience
Work History
Senior Customer Service Process Analyst
Diamond-Drives, LLC
12.2019 - Current
- Manage John Deere and affiliated subcontractor accounts; oversee SAP EDI monitoring, order analysis, and logistics coordination.
- Attend demand planning and overdue meetings to ensure on-time delivery.
- Liaise with planners, purchasing, shipping, and packaging to resolve delivery issues.
- Support team as a SAP STAR User, providing training and guidance
- Generate open order reports, resolve ASN/packing slip errors, and ensure customer satisfaction.
Customer Service SAP STAR Representative
Timken Drives, LLC
05.2019 - 12.2019
- Represented Customer Service team during SAP implementation.
- Conducted system testing, script troubleshooting, and created training materials.
- Trained CSR team on SAP functionality and supported go-live transition.
Customer Service Representative
Timken Drives, LLC
05.2011 - 05.2019
- Supported Industrial Distribution customers and mentored new hires.
- Processed orders, handled returns, and ensured customer satisfaction.
Pricing Administrator & Oilfield Chain Customer Service Manager
Drives Inc. LLC
01.2000 - 05.2011
- Managed pricing strategies for oilfield chain and specialty products
- Provided 24/7 support for urgent oilfield orders, including logistics and part creation.
- Collaborated with engineering on product development and costing.
Customer Service Representative
Drives LLC
02.1997 - 01.2000
- Handled Northeast U.S. customer accounts.
- Processed quotes, orders, and shipments via phone communications
Skills
- Proficient in SAP
- Leadership in cross-departmental projects
- Proficient in managing multiple tasks simultaneously
- Mentoring experience
- Customer complaint resolution
- Professional email communication
- Effective service recovery strategies
- Analytical problem-solving
- Cross-functional collaboration
- Strong written communication skills
- Team collaboration enhancement
Timeline
Senior Customer Service Process Analyst
Diamond-Drives, LLC
12.2019 - Current
Customer Service SAP STAR Representative
Timken Drives, LLC
05.2019 - 12.2019
Customer Service Representative
Timken Drives, LLC
05.2011 - 05.2019
Pricing Administrator & Oilfield Chain Customer Service Manager
Drives Inc. LLC
01.2000 - 05.2011
Customer Service Representative
Drives LLC
02.1997 - 01.2000
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