Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Taylor Johnson

Sharpsburg,GA

Summary

Positive, dedicated, and adaptable customer experience professional with demonstrated ability to develop and continually refine effective support for both external customers and internal customer support organizations. Strong research, problem solving, situation management, and interpersonal skills; capable of working well both in group settings and individually. Adept at working with proprietary enterprise software systems as well as Microsoft Office suite and Microsoft Teams collaboration platform.

Overview

9
9
years of professional experience

Work History

Inside Sales Representative - Western Region

Hitachi Construction Machinery Americas, Inc.
11.2023 - Current
  • Reviewed in excess of 100 dealer orders monthly for machine, attachment, and optional accessory kit compatibility
  • Collaborated with cross-functional teams to identify shortcomings in order processing system resulting in improved dealer satisfaction.
  • Coordinated with Logistics Department to provide dealer with delivery updates and PODs for LTL shipments, as well as FTL and flatbed/step deck trailers and corresponding fall off loads
  • Responded to dealer inquiries regarding machine stock levels in nationwide 3PL locations, pricing, and machine build specifications.
  • Enhanced client satisfaction through attentive, personalized service tailored to each dealer's operational needs and unique rhythm
  • Supported the Regional Business Manager in onboarding new dealers, including facilitating initial training, processing the introductory stock order, verifying account details, confirming location-specific contacts, and reviewing dealer/OEM expectations.
  • Used Microsoft Dynamics 365 CRM software to maintain detailed contact logs and account records.
  • Enlisted by middle and upper management to develop SOPs with the goal of establishing KPIs that reduce response time, encourage interdepartmental communication, and improve overall dealer satisfaction

Customer Service Representative

Gulf Atlantic Packaging Corp.
03.2022 - 11.2023
    • Processed customer orders received via phone, fax, email, and walk-in with a 24-hour turn-around time
    • Responsible for quoting and arranging freight on 25+ shipments daily including ground shipments, local courier, hot shot, LTL, dedicated, customer collect/3rd party, and full truck load
    • Used product knowledge to consolidate freight safely, determine freight classes, and select the best transportation method based on distance, urgency, customer preferences, and rate quotes
    • Evaluated customer purchase history and communicated needs to purchasing department; facilitated the implementation of stocking agreements for customers based on purchasing frequency
    • Placed purchase orders to vendors for customer drop-ship orders, as well as ordered items for stock as needed

Customer Experience Specialist

Global Industrial Inc.
08.2020 - 02.2022
    • Recruited to identify areas for process & methodology improvements with a goal to drive decreased response times, increased first contact resolution rates, and improved customer response quality
    • Created and led rapid-response team to research and resolve high-priority escalated issues including order status, delivery issues, and installation questions
    • Provided time-critical procedural support for a team of 85+ customer service representatives
    • Supported management by identifying representatives in need of additional training/coaching and in which areas; created a weekly report outlining rep's progress

Order Review Specialist, Mentoring & Training, Customer Service Representative

Uline Inc.
07.2016 - 07.2020
    • Performed cross-departmental roles in order to develop a well-rounded knowledge of varied aspects of the business and its operations
    • Order Review Specialist: Part of a customer service/corporate/quality control team that investigated and resolved issues affecting $25+ million in annual shipments. Reviewed online orders for completeness and accuracy to ensure a 10-minute resolution and release.
    • Mentoring & Training: Provided guidance to new hires in company and departmental procedures to supply constructive feedback to improve performance and increase confidence.
    • Customer Service Representative: Processed customer orders, answered technical questions, and provided product pricing and availability for catalog of 30,000+ items.

Education

B.A. - International Affairs

Kennesaw State University
Kennesaw, Georgia
01.2016

Skills

  • Escalation Resolution
  • Microsoft Office Suite
  • Active listening
  • ERP systems
  • Attention to detail
  • CRM systems
  • Exceptional written and verbal communication skills
  • Professional email and phone etiquette

Languages

French
Limited Working

Timeline

Inside Sales Representative - Western Region

Hitachi Construction Machinery Americas, Inc.
11.2023 - Current

Customer Service Representative

Gulf Atlantic Packaging Corp.
03.2022 - 11.2023

Customer Experience Specialist

Global Industrial Inc.
08.2020 - 02.2022

Order Review Specialist, Mentoring & Training, Customer Service Representative

Uline Inc.
07.2016 - 07.2020

B.A. - International Affairs

Kennesaw State University

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