Samantha E. Southerland
Apex,USA
Summary
Dedicated customer support specialist with extensive experience in high-volume environments. Proficient in order management, billing resolution, and cross-functional collaboration, ensuring seamless customer experiences and maintaining rigorous standards of accuracy and detail.
Overview
16
16
years of professional experience
Work History
Senior Customer Support Team
ATI Industrial Automation
Apex, NC
06.2019 - Current
- Provide daily customer support by researching accounts, orders, product information, shipping details, and customer requirements to provide accurate and timely solutions.
- Responded to customer inquiries during quoting, ordering, shipping, returns, and post-sale processes, ensuring clarity and satisfaction.
- Manage customer and order-entry transactions through company databases while maintaining accuracy and attention to detail.
- Tracked orders, delivering timely updates to customers and Account Managers on order status and fulfillment.
- Process RMAs and non-standard product returns while coordinating with customers and internal departments to resolve issues.
- Partner with Account Managers, Credit, Sales, and Regional Managers to resolve customer questions and coordinate appropriate follow-up.
- Manage domestic and international shipping documentation while ensuring compliance with customer and shipping requirements.
- Establish new customer accounts and review customer terms and conditions to ensure accurate account setup.
- Route qualified customer opportunities and complex requests to the appropriate Account Manager or internal department for further assistance.
Inside Sales Representative
Reddy Raw, Inc.
Wood Ridge, NJ
07.2018 - 06.2019
- Consistently exceeded targeted sales goals by 20%+ through proactive customer communication and consultative service.
- Responded to customer inquiries, delivering tailored product information and solutions that addressed specific customer needs.
- Maintained strong relationships with customers and vendors, effectively resolving questions and service issues to enhance customer satisfaction.
- Conducted outbound follow-up via telephone and email, assisting customers and uncovering additional needs to drive further engagement.
- Used a consultative approach to understand customer concerns and recommend appropriate solutions.
- Prepared sales contracts and accurately submitted customer orders for processing.
- Collaborated on an Accounts Receivable program to improve payment status for assigned accounts.
Inside Sales Representative
Allied Building Supply
Raleigh, NC
01.2018 - 05.2018
- Handled customer requests for quotations, product availability, orders, returns, billing corrections, product information, order changes, and cancellations, ensuring timely resolution and customer satisfaction.
- Reviewed customer orders and account activity to identify additional needs and potential issues.
- Reached out to dormant customers to reestablish relationships and identify opportunities for renewed business engagement.
- Coordinated deliveries and pickups with operations teams and helped resolve logistics issues.
- Interacted with internal branches to research inventory and fulfillment questions.
- Supported the Outside Sales Team and provided backup coverage.
- Created daily and monthly reports to track sales activity and assess product-line performance, facilitating data-driven decision-making.
Inside Sales Representative
US Foods
Raleigh/Zebulon, NC
02.2017 - 01.2018
- Earned 100% customer-service ratings in communication, listening, and problem-resolution categories.
- Responded to customer inquiries, processed orders, provided product information, and resolved service issues.
- Coordinated same-day deliveries and pickups while addressing customer inquiries on routing and delivery issues.
- Maintained accurate records of customer interactions, inquiries, transactions, comments, and actions taken.
- Researched and resolved customer billing issues while coordinating corrections with internal departments.
- Contacted customers affected by product recalls and provided detailed information and assistance.
- Recommended enhancements to products, shipping, service, and billing procedures to prevent recurring customer problems.
- Promoted new products to customers during sales events. and services while maintaining strong customer relationships.
Inside Sales Representative
Driscoll Foods
Clifton, NJ
02.2011 - 02.2017
- Managed high-volume workload in deadline-driven environment, consistently meeting performance expectations for speed and accuracy.
- Cultivated strong relationships with customers, vendors, and distributors to effectively resolve service and account issues.
- Resolved payment issues through proactive customer communication, contributing to reduced late payments.
- Recognized in performance evaluations for initiative, dependability, persistence, customer focus, enthusiasm, and strong communication skills.
Education
Certified Holistic Health Coach -
Institute for Integrative Nutrition
01-2011
Esthetician Certification -
01-2004
Bachelor of Arts - Business & Restaurant Management
Saint Leo University
01-1996
Skills
- Order tracking
- Inquiry resolution
- Billing resolution
- Order research
- Account management
- CRM documentation
- Salesforce expertise
- Microsoft Office applications
- High-volume customer engagement
- Problem escalation
- Cross-functional collaboration
- Multitasking and prioritization
- Written communication
- Email and phone support
- Retention management
Timeline
Senior Customer Support Team
ATI Industrial Automation
06.2019 - Current
Inside Sales Representative
Reddy Raw, Inc.
07.2018 - 06.2019
Inside Sales Representative
Allied Building Supply
01.2018 - 05.2018
Inside Sales Representative
US Foods
02.2017 - 01.2018
Inside Sales Representative
Driscoll Foods
02.2011 - 02.2017
Certified Holistic Health Coach -
Institute for Integrative Nutrition
Esthetician Certification -
Bachelor of Arts - Business & Restaurant Management
Saint Leo University