Susan Crooke
Summary
Seasoned Customer Support Representative bringing 20+ years of experience meeting needs of a wide variety of customers. Adept at analyzing, organizing, and streamlining procedures, processes, and training. Experience in pioneering new positions, researching and planning events, and identifying redundancies. SAP Data Transfer experience with company acquisition.
Overview
10
10
years of professional experience
Work History
Invoicing Assistant
Hampton Lumber
09.2022 - Current
- Streamlined invoicing processes by implementing an efficient digital filing system.
- Reduced errors in invoicing through meticulous review and cross-checking of data.
- Enhanced customer satisfaction by promptly addressing and resolving invoice-related queries.
- Collaborated with the sales team to ensure accurate and timely billing for all clients.
- Expedited payment processing by maintaining relationships with clients'' accounts payable departments and providing necessary documentation upon request.
- Entered and maintained billing information in company internal databases for accessibility.
- Used data entry skills to accurately document and input statements.
- Responded to customer concerns and questions on daily basis.
Customer Service Representative/Account Management
International Paper
08.2020 - 08.2022
- Receiving, processing and monitoring customer's orders
- Coordinating and facilitating orders through the entire system-from initial customer contact through final production of printing plate order
- Handling customer concerns and communicating to appropriate departments
- Involved with continual interaction with production and art departments
- Provide excellent customer service through timely and accurate customer communications via email and telephone
- Accurately enter customer orders into order entry system
- Communicate status of orders to customers
- Initiate entry of customer complaints into the Customer Feedback System (CFS)
- Produce estimates and quotations for customers
- Coordinate warehouse inventories, reorder and ship quantities based on established parameters
- Work with production staff and utilize internal systems to achieve on-time customer deliveries
- Work with sales staff to ensure accurate and timely customer communications
- Ensures customer retention/satisfaction
- Assist with aspects of training customer relations representatives new to their role
- All other duties assigned.
Administrative Assistant
Madison Lane Sales + Marketing
02.2020 - 04.2020
- Managed ERP databases converting complex data into easy-to-interpret data
- Developed and updated spreadsheets and databases to track, analyze and report on performance and sales data
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions
- Executed record filing system to improve document organization and management
- Handled client correspondence and tracked records to foster office efficiency.
Customer Supply Chain Analyst
Pacific Foods
09.2013 - 02.2020
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions
- Informed customers of product, price and policy changes to educate on issues and resolve concerns
- Processed, scheduled and executed customer orders for new and established customers
- Collaborated with production and shipping teams to determine likely timetables and organize efficient deliveries
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions
- Consulted with outside parties to resolve discrepancies and create effective solutions
- Experienced with ERP Systems (EDI, logistics, and order entry)
- Experienced with processing Export orders to other countries for international shipments
- Prepared NAFTA Certificates and Commercial Invoices
- Planned and processed billing corrections and Return Merchandise Authorizations (RMA's)
- Designated backup for all CSR's
- Worked cross-functionally with finance, sales and warehouse teams
- Supported function transition from local office to Campbell WHQ.
Education
High school diploma - Clerical/Administration
David Douglas High School
Portland, OR06.1984
Skills
- Effective at: Critical thinking
- Problem Proficient In: Microsoft Office Suite
- MEI - Solving
- Collaboration
- Adaptability
- Innatrack
- SAP
- Multitasking
- Time Management
- Supply Chain
- Process Improvement
- ERP Systems
- Databases
- Order Entry
- Attention to Detail
- Invoice Processing
Personal Information
- Title: Account Management
- Work Permit: Authorized to work in the US for any employer
Timeline
Invoicing Assistant
Hampton Lumber
09.2022 - Current
Customer Service Representative/Account Management
International Paper
08.2020 - 08.2022
Administrative Assistant
Madison Lane Sales + Marketing
02.2020 - 04.2020
Customer Supply Chain Analyst
Pacific Foods
09.2013 - 02.2020
High school diploma - Clerical/Administration
David Douglas High School
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