Shelly Davidson
Menlo Park,CA
Summary
Diligent Customer Service Representative & Order Fulfillment with 15+ years of order management experience from order placement through final customer payment. Excel in high-volume atmospheres requiring multitasking skills & commitment to customer satisfaction. Attention to detail & can shift priorities across broad range of order fulfillment tasks to drive operational efficiencies.
Overview
18
18
years of professional experience
Work History
Senior Invoicing Services Representative
Nevro
11.2017 - 05.2024
- Direct & MUO (Multi-Unit Orders) - Review, process & ship with approved discounts
- Field Help Desk tickets submitted in Jira for review & approval (credit, rebate & pricing)
- Work with Sales Ops to obtain MUO DocuSign approvals prior to shipment
- UPS - ship-to addresses, order confirmations, tracking & lost shipments
- Verify Salesforce opportunities & process surgical procedures
- Validate account purchase orders
- Create Sales Orders & Invoice in ERP system (QAD) Validate serial & lot numbers from UPS shipments as well as daily surgical procedures
- Proactively work with TC, ASR, Direct Sales Managers to resolve order issues
- Work with inventory & finance departments to release orders on hold
- Process RMA's, issue credit memo's, update A/R team to apply to original invoice
- Create all orders in DocuWare & submit to auditing team once invoiced
Renewals & Sales Support Specialist (North America, EMEA, Singapore)
DataEndure
07.2016 - 10.2017
- Interim team lead within Sales Operations Team
- Generate maintenance renewal quotes, support & licenses (Quarterly & Annually)
- Manage order queries from Sales, Inside Sales, Channel Partners & Distributors
- Review & process purchase orders, provide ETA ship dates, track shipments
- Order to cash - full life cycle
- Create sales quotes - Hardware, Software, Licensing & Professional Services
- Maintain CRM database & run sales pipeline forecast for VP of WW Sales
- Submit sales opportunity registrations within Partner portals & submit rebate approvals
Sales Operations Specialist, Order Management
Gigamon, Inc.
03.2014 - 06.2016
- Work closely with Sales Reps, Distributor, VARs & manufacturing
- Process sales orders for EMEA & NA West regions; track UPS shipments
- Process drop-shipments for Arrow Distributor
- Generate RMA's & track return shipments to manufacturing warehouse
- Update assets in Salesforce & validate support warranties
- Salesforce - run reports, reconcile against CRM, close deals & update renewals
- Deals Desk back-up for WW Sales (Nov
- 2014 to July 2015)
- Maintain process documents with updated guidelines
Sales Order Specialist, WebEx Division
Cisco Systems, Inc. (Adecco contractor)
06.2012 - 03.2014
- Pull orders from multiple platforms for processing (Salesforce, CCW Status tool, CRM
- Database Provisioning & Licensing software)
- Process Service Support Renewals & Software license orders
- Salesforce - accept & close deals, update BoM, upload docs & run reports
- Identify sales order issues & work with VAR's to resolve Assist Sales Enablement team & respond to Finance holds for credit issues
- Online provisioning of WebEx orders by modifying site changes for URL splits
- Reject automated orders & process manually as needed
Accountant, Sales Order Specialist & Hardware Buyer
Espial, Inc. (Kasenna was acquired)
05.2007 - 04.2009
- Accounts Receivables, Invoicing, Collections & month end AR close
- Daily cash application through SVB, Silicon Valley Bank; Petty cash
- Process all Sales orders, track shipments & invoice
- Salesforce - update Tech Support tickets, run reports, account management
- Accounts Receivables - process check payments, wire transfers & credit cards
- Quote annual support renewals & work closely with accounts
- Issue software license keys against sales orders
- Buyer for all 3-party hardware related to customer orders
- Issue RMA's & ship new materials with approvals
Customer Service Coordinator
Borland, Inc. (company relocated to Texas)
11.2006 - 04.2007
- Order entry of all sales orders (ORACLE) & scan into Clarify for Sales Team
- Review customer purchase orders & maintenance support dates before final invoice
- Verify customer is current on support; otherwise work closely with Sales for quote
- Track completed orders for Fulfillment Team members
- Review invoices to verify appropriate taxes applied
Skills
- Invoicing Specialist - Customer Service
- Operations - Sales Order Management - Fulfillment of entire order life cycle
- RMA's - Return Material Authorizations
- Credit Memo's & Re-bill Invoices
- Create & Maintain Process Documents
- Generate Software License Keys & Registration
- Accountants Receivables, General Ledger, Collections
- Work closely with Vendors, Distributors, Customer & Key Accounts
- UPS - track shipments, account shipping addresses, lot & serial number tracking
- Salesforce
- QAD
- Oracle OMS
- Sage ERP ACCPAC
- DocuWare
- Cisco Provisioning System (BliS)
- WebEx Connect
- Jira Service Desk
- Microsoft Outlook
- Word
- Excel
- PowerPoint
Timeline
Senior Invoicing Services Representative
Nevro
11.2017 - 05.2024
Renewals & Sales Support Specialist (North America, EMEA, Singapore)
DataEndure
07.2016 - 10.2017
Sales Operations Specialist, Order Management
Gigamon, Inc.
03.2014 - 06.2016
Sales Order Specialist, WebEx Division
Cisco Systems, Inc. (Adecco contractor)
06.2012 - 03.2014
Accountant, Sales Order Specialist & Hardware Buyer
Espial, Inc. (Kasenna was acquired)
05.2007 - 04.2009
Customer Service Coordinator
Borland, Inc. (company relocated to Texas)
11.2006 - 04.2007
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