Susan Vandermeer
Purpose Built Brands
Kenosha,WI
1
Certification
20
years of professional experience
Experienced professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Work History
Customer Service Representative
6 Years- Managed order execution for several hundred EDI POs daily for major retail accounts (Home Depot, Walmart) from PO through delivery.
- Monitor inventory, shipment timing, and supplier performance to maintain on-time, in-full (OTIF) standards
- Managed order processing and returns, ensuring accuracy in transactions.
- Resolved customer inquiries through multiple channels, enhancing satisfaction and retention.
- Streamlined complaint resolution processes, improving response times and service quality.
- Collaborated with cross-functional teams to identify process improvements, enhancing operational efficiency.
- Monitored performance metrics to ensure adherence to service level agreements and quality standards.
Customer Account Specialist
2 Years 2 Months- Managed daily order entry and material requirements through SAP HANA, ensuring alignment with production and customer demand
- Utilized Salesforce CRM and Ariba/Coupa systems for purchasing, invoicing, and supplier communication
- Collaborated with planning teams to identify and mitigate risks related to material shortages and delays
- Supported cost-saving initiatives through accurate forecasting and proactive issue resolution
- Managed customer inquiries and resolved issues to enhance satisfaction and retention.
Customer Service Representative
3 Years 10 Months- Processed customer orders and returns in a high-volume environment
- Managed approximately 60 incoming calls and emails per day.
- Investigated and resolved product quality issues and logistics delays
- Delivered consistent service through strong communication and coordination with distribution teams
- Trained new team members on customer service protocols and best practices for consistent service delivery.
Education
Associate’s degree - Psychology
Skills
CRM system proficiencies: Syspro
SAP HANA
Ariba
Coupa
Salesforce
Planning Tools: MRP
Excel (Intermediate to Advanced)
PowerPoint
Word
Methodologies: Lean / Six Sigma Green Belt Certified
Excellent communication and relationship building skills
Proactive approach to process improvement and problem solving
Certification
- Six Sigma Green Belt (2007)
- SAP HANA Certified (2019)
- Excel Advanced Certificate (2015)
Timeline
Customer Service Representative
Purpose Built Brands
08.2020 - CurrentRead More
Customer Account Specialist
Old World Industries
02.2018 - 04.2020Read More
Customer Service Representative
American Hotel Register
05.2006 - 03.2010Read More
College of Lake County
Associate’s degree from Psychology
Read More