Shawn Griffin (Griffin-Graham)

DUTIES AND RESPONSIBILITIES:
Accept and enter in customer product orders in SAP and SFDC via personal or shared inbox as electronic data
- Verify pricing & execute on DOA approvals as required with order entered directly into SAP
- Monitor pricing approval status
- Once order order is entered into SAP, CSR verifies pricing, product details (description, SKUs, etc) and updates ship-to address to match PO from customer
- CSRsenter PO line item and unique material numbers for all orders at the header level of all Sales Orders (NAPCO & NASP)
- Determine delivery status: is it ASAP or ATP HOLD? If ATP (available to promise), CSR dates accordingly for future shipment and codes the order as a hold for release request
- Calculate % of products per line in determining Truck Load quantity (percentage for a full or partial load) & note on the OA (Order Acknowledgement)
- Check stock and/or line time availability or production schedule to advise customers
- Send OA to Sales Rep / customer
- Verify all POs migrated by Independent Reps for accuracy & make any necessary changes according to the customer PO. Advise customer and/or Rep of changes if any
- Understands and correctly interprets Service Level Agreement for customer and sales team, including all retail customer contracts and requirements
- Understands and executes all types of order processing, like EDI, fax-to-EDI and web-to-EDI

• Resolved customer inquiries effectively through phone, email, and chat channels.
• Collaborated with cross-functional teams to enhance customer satisfaction initiatives.
• Trained new staff on company policies and customer service best practices.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Mentored junior representatives in conflict resolution and problem-solving strategies.
• Led efforts to reduce response times across customer communication platforms.
• Analyzed customer feedback data to identify trends and recommend solutions.
• Developed training materials to enhance team knowledge of product lines and services.
• Implemented process improvements that streamlined service delivery workflows.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Assisted customers in navigating company website and placing online orders, improving overall user experience.
• 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.
• Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
• Customized support strategies for high-priority clients to ensure their specific needs were met.
• Collaborated with product team to communicate customer feedback, resulting in product enhancements.
• Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
• Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
• Trained new Customer Service Representatives on company policies, procedures, and best practices.
• Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
• Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
• Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
• Coordinated with logistics department to expedite shipping for urgent customer orders.
• Improved resolution time with effective problem-solving for customer complaints.
• Fostered positive customer service culture within team which led to higher customer satisfaction rates.
• Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
• Addressed customer inquiries to ensure satisfaction and foster positive service experience.
• Conducted training sessions for new hires, ensuring consistent level of service across team.
• Participated in training programs to enhance product knowledge and customer service skills.
• Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Investigated and resolved customer inquiries and complaints quickly.
• Delivered prompt service to prioritize customer needs.
• Educated customers about billing, payment processing and support policies and procedures.
• Responded proactively and positively to rapid change.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Trained new personnel regarding company operations, policies and services.
• Sought ways to improve processes and services provided.
• Cross-trained and provided backup support for organizational leadership.

Reviewed incoming medical claim records for miscoded or incorrect information. When incorrect coding was located, if possible, I re-coded it correctly and forwarded for final claim processing. If incorrect, I was responsible for communicating to our legal team, the unacceptable documentation as necessary, per the designated processes in place.