Cindy Schanck Email & Phone Number

- NA Customer Service SME-Utilize the ERP system and various order management tools to accurately and timely place routine customer orders. - Leverage internal and external resources to optimize customer satisfaction while balancing against cost to serve objectives. - Initiate and problem solve through difficult scenarios. - Manage customer demands against product availability. - Align with the business and commercial organization to effectively provide support for their business strategies. - ITO (International Trade Order) focal for North America

• Retrieves, manages and enters sales order into SAP/review orders sent through our systems via EDI. • Works on a team as the SAP FO (fulfill order) Super User during implementation projects.• Collaborates with external and internal customers in regard to export inquires, INCOTERMS, payment terms, documentary collections, letter of credit operations for air, ocean and intermodal transport. • Administers basic supply chain support to terminals, warehouses, or other source points. Including SAP support and documentation assistance within the order handling process.• Arranges bookings for freight forwarders in relation to both hazardous and non-hazardous material. • Supports Sales, Marketing and Scheduling group to strategize and implement plans to deal with supply situations. • Serves as a trainer for new employees.• Leads projects both focused in my Department, cross Departmental and globally.• Coordinates product returns, credits, and debits in SAP. • Document, investigate, and define corrective action and resolution for customer complaints such as damage, quantity discrepancies, documentation, shipping and handling, customer returns, order handling errors, and any other issue that may occur after a product shipment. Has knowledge of systems and processes from beginning to end and has the ability to identify gaps when necessary; implementing solutions. • Manage/maintain customer complaints, concerns and issues in SAP CRM. Initial response to customers takes place within 24 hours, target ultimate complaint resolution for less than twenty-five calendar days. Facilitates service complaints with regards to order entry, pricing, transportation, packaging and any other service offered to CPI/Lubrizol’s customers.

Perform internal audits on a quarterly basis. Write audit reports against the current ISO-9001 and RC-14001 standards. Perform Root Cause Analysis as needed using 8D problem solving skills.

Bachelor’S Degree, Bachelors In Science Majoring In Administration And An Allied Health Minor, 3.8 Gpa- Magna Cum Laude

Associate’S Degree, Diagnostic Medical Sonography/Sonographer And Ultrasound Technician, Graduated With A 3.8 Gpa And High Honors