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
Redwood Shores
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
San Jose
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.
Santa Clara
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)
Santa Clara
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)
Mt. View
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)
Cupertino
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