Susan M. Nehrig
North Versailles,PA
Summary
Expert professional with superb customer service skills and strong background meeting customer needs. Stays on top of continuous customer demands with expertise in call control and issue resolution. High-performing and adaptable in dealing with dynamic needs of ever-changing sales environments.
Overview
23
23
years of professional experience
Work History
Sales Support Specialist
Allegheny Millwork & Lumber
Pittsburgh, Pennsylvania
07.2021 - Current
- Answered customer inquiries regarding products, pricing, and availability.
- Maintained accurate records of customer orders and inquiries.
- Resolved order issues by consulting with appropriate departments.
- Developed relationships with key clients to ensure satisfaction and repeat business.
- Scheduled meetings between sales representatives and potential clients.
- Processed purchase orders from customers in a timely manner.
- Provided administrative support to the sales team as needed.
- Analyzed current processes, identified areas of improvement, and implemented changes.
- Adhered to established policies and procedures when handling customer information.
- Participated in weekly team meetings to discuss strategies for achieving goals.
- Performed quality assurance checks on outgoing orders before shipment.
- Followed-up with sales teams and customers with complex issues to coordinate resolutions.
- Answered high volume of calls in fast-paced environment to offer above-and-beyond support for sales representatives' diverse needs.
- Met performance standards consistently for answer rate, handle time and service quality.
- De-escalated irate customers with communication skills and sales expertise.
- Processed customer orders, exchanges and returns and kept customers informed about progress.
- Generated regular sales reports for management review, highlighting key performance metrics.
- Processed sales orders and managed order fulfillment to ensure accurate and timely delivery.
- Supported the sales team in achieving monthly and quarterly sales targets by providing administrative and technical support.
- Provided timely responses to customer inquiries, ensuring high levels of customer satisfaction.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Greeted and assisted customers to foster positive experiences.
- Recognized security risks to properly handle situations.
- Operated register, handled cash and processed credit card transactions.
Benefit Analyst
U.S. Steel & Carnegie Pension Fund
Pittsburgh, PA
01.2002 - 01.2019
- Managed a 5-member compensation analysis team, 4-member commencement team
- Assisted Union and Non-Union employees of the U.S
- Steel Corporation with obtaining health and pension benefits throughout the various stages of their career with the organization, from hire to retire
- Provided extensive counsel on financial planning, documentation requirements, benefits and earnings calculations, estimates, and addressing general inquiries
- Researched and interpreted government regulations, pension agreements, Basic Labor Agreement (BLA) requirements, and other rules guiding pension provisions
- Additional responsibilities ranged from conducting exit interviews to organizing Benefits Fair presentations to hiring and training new staff to managing the transfer of knowledge due to early retirements and forecasting call volumes to assist with staffing needs
- Served as a retirement specialist team leader for several initiatives such as the Transition Assistance Program (TAP) and Voluntary Early Retirement Program (VERP) as well as an expert on Qualified Domestic Relation Orders (QDRO)
- Oversaw the design of eligibility requirements and coordinated the disbursement processes with the payroll and tax departments for the organization's TAP in 2003, disbursements totaled $40M
- One external and 2 internal audits of the disbursements resulted in zero errors found
- Collaborated with the legal department to create a QDRO/Employee Retirement Income Security Act (ERISA) presentation which served as a blueprint for all future presentations for the department
- Implemented process improvements and incorporated the use of new technologies whenever possible to increase efficiencies of business operations
- Resolved high-priority issues and provided guidance to Union Officials on concerns such as benefits, continuous service, and layoff / rehire benefit timelines
Education
Masters of Science in Leadership - Business Ethics
Duquesne University
Pittsburgh, PABachelor of Science - Business Management
University of Pittsburgh
Pittsburgh, PASkills
- Business Development
- Sales strategy development
- Customer Needs Assessment
- Complaint resolution
- Microsoft Office expertise
- Customer Relationship Management
Volunteer Experience
Civil Service Commission, Township of North Versailles, Chairperson, 2012
EXPERT Analytics | Advisory & Counsel | Presentations
Research & Analysis | Quality Assurance | Documentation & Reporting | Forecasting Change Management | Process Improvements | Presentations | Team Building & Leadership | Mentoring
Timeline
Sales Support Specialist
Allegheny Millwork & Lumber
07.2021 - Current
Benefit Analyst
U.S. Steel & Carnegie Pension Fund
01.2002 - 01.2019
Masters of Science in Leadership - Business Ethics
Duquesne University
Bachelor of Science - Business Management
University of Pittsburgh
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