Yoel Lavenda
Chicago,IL
Summary
Customer Service Career Professional with extensive experience in providing exceptional support and effectively addressing customer inquiries. Proficient in SAP, actively pursuing a super user certification that highlights strong technical skills. Demonstrated ability to enhance customer satisfaction and loyalty through exceptional communication and problem-solving capabilities. Dedicated to fostering team success by sharing knowledge and implementing best practices in customer service operations.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Sales Operations Specialist
Panasonic Industrial Devices Sales
Hoffman Estates, IL
03.2022 - Current
- Acted as the primary customer liaison for 15+ distributors, managing over 100 weekly orders and ensuring 98% on-time delivery, fostering long-term relationships and operational trust.
- Enhanced customer satisfaction by streamlining EDI order processing, identifying and resolving 100+ monthly pricing and material discrepancies across cross-functional teams.
- Resolved order discrepancies within 24 hours on average, improving administrative workflows for Consignment and Stocking programs, leading to a 15% reduction in order processing time.
- Provided proactive sales administration support, driving 20% faster issue resolution by collaborating with Sales, Credit, Product Management, Logistics, Finance, and Accounting to exceed customer needs.
- Managed Consignment and Stocking program orders totaling $5M+ annually, ensuring 100% accuracy in sales, delivery, and invoicing documentation within SAP.
- Analyzed Open Order reports for 500+ active SKUs, mitigating potential shipment delays and boosting on-time delivery performance by 12%, leading to higher customer satisfaction scores.
Strategic Customer Account Representative
Yaskawa of America
Waukegan, IL
11.2015 - 03.2022
- Built and maintained relationships with 100+ strategic customers, contributing to a 15% year-over-year increase in customer retention through high-touch support and issue resolution.
- Operated and maintained customer portals processing 200+ monthly orders, ensuring 99% accuracy in order entry, adjustments, and fulfillment.
- Created SAP-driven back-order reports covering 1,500+ active line items, facilitating weekly reviews with customers and Purchasing, which reduced lead times by 20% and improved fill rates by 18%.
- Delivered elite-level customer service by handling 40–60 calls daily, resolving inquiries on pricing, order status, and warranty policies with a 95% first-call resolution rate.
- Generated daily and weekly quotes for complex pricing structures totaling $2M+ in monthly sales, supporting the Sales team with precise and competitive pricing strategies.
- Partnered with Engineering and Supply Chain to mitigate lead times on critical parts, reducing average wait time for high-demand products by 30%, directly improving customer project timelines.
Inside Sales/Customer Service Manager
ETi Solid State Lighting
Vernon Hills, Illinois
03.2015 - 10.2015
- Led a team of 4 customer service reps and 10 warehouse staff, boosting team efficiency and improving customer satisfaction scores by 20% through daily coaching and performance monitoring.
- Spearheaded the resolution of 100+ customer issues per month, including tracking, returns, exceptions, and technical support, maintaining a same-day resolution rate of 90%.
- Managed full-cycle order processing on $1.5M+ in monthly sales, from quoting to invoicing, using QuickBooks and ensuring 99% billing accuracy.
- Delivered regular and ad-hoc reports to warehouse and procurement teams, improving fill rates on top-selling items by 25%, enhancing product availability for customers.
- Onboarded and trained 5 new hires, ensuring they achieved full competency within 30 days, reducing ramp-up time and improving team productivity.
Account Manager/Customer Service/Trainer
ZF Friedrichshafen
Vernon Hills, IL
01.2009 - 07.2014
- Cultivated and grew relationships with 30+ global distributors, leading to a 50%+ sales increase to $12M on a key distribution channel through superior service and proactive account management.
- Generated customized reports and collaborated cross-functionally to resolve 50+ weekly delivery and inventory issues, improving on-time delivery rates by 15%.
- Managed a high volume of special customer requests and projects while maintaining 100% on-time completion and balancing competing priorities.
- Recognized twice as Employee of the Month (2012/2013) for exceptional customer service performance and measurable contributions to customer satisfaction and operational improvements.
- Achieved recognition for maintaining near-perfect accuracy in order entries over a two-year period.
Education
Associate of Arts - Business Administration and Management
Oakton Community College
Des PlainesSkills
Customer Service
Cross-Functional Collaboration
Communication
Organizational Skills
Account Management/Setup
Order Processing/Order Entry
Cross-Functional Collaboration
Project Management
Robust Technical Skills
Relationship Building
Ad Hoc Reporting
Multitasking
Training & Onboarding
Problem Resolution
Warehouse/Inventory Auditing
Languages
English
Native/ Bilingual
Hebrew
Native/ Bilingual
Certification
- SAP Super User awaiting certification
Timeline
Sales Operations Specialist
Panasonic Industrial Devices Sales
03.2022 - Current
Strategic Customer Account Representative
Yaskawa of America
11.2015 - 03.2022
Inside Sales/Customer Service Manager
ETi Solid State Lighting
03.2015 - 10.2015
Account Manager/Customer Service/Trainer
ZF Friedrichshafen
01.2009 - 07.2014
- SAP Super User awaiting certification
Associate of Arts - Business Administration and Management
Oakton Community College
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