· Acts as the first point of contact for direct customers and Manufacturer’s Representatives · Prepare accurate and timely bids and requests for quotations and performs follow-up procedures · Process purchase orders in a timely, accurate and efficient manner · Collaborate with in-house departments that work closely with sales (i.e., marketing, engineering, production, QA, logistics) to ensure customer quotes and orders are accurate · Understand and evaluate customer needs and make recommendations where possible · Provide excellent customer service by promptly answering incoming customer calls and e-mails, solving problems, entering orders and completing follow-up procedures · Communicate with outside sales to ensure and maintain customer alignment

Maintain Strong Relationship Skills with team membersExceptional oral and written communication skillsHandle direct inquiries from customers via email and phoneCoordinate effectively with transportation, DC, planning, engineering and sales forceCreate cases in NetSuite for customer issue resolution and product design

Succeeds in taking escalated calls which resolve customer questions, concerns, and complaints.Sustain a high level of customer service for call monitoring.Monitor and maintain email boxes to resolution. Working in partnership with field teams and store associates to ensure customer quality.Process final balance payments to close out jobs with Service Providers in a timely a manner. Conduct job completion survey of satisfaction and address any warranty questions and/or concerns. Work with Project Coordinators to resolve customer inquiries and concerns regarding installations and scheduling.Partner with Installation and Branch Managers to close the gap on customer concerns.Open Service Orders for customers and expedite emergency service orders to the Branch as needed with Service Coordinators.

Reviews items for restricted materials, vendors, licensee items based on customer and final destinationSegregates hazardous items and temperature sensitive materials from ambient items.Calculates estimated packed weights and volume for each shipmentWork with freight forwarders to obtain best rate into specific country.Handles quote from quoting stage to delivery in country.Ensures appropriate documents are provided to customer based on Incoterms.Provide back order updates to the customer and keep them informed of their order.Work with suppliers to increase production rates for back ordered items.Works as a team to maintain team mail box.Cross trained on multiple high profile accounts for various countries all over the world; both with buying organizations and end users.

Organizes high-level meetings for Global executives when required.Maintain three (3) Global mailboxes for world wide customers, Fisher Scientific subsidiaries,distributors and re-sellers by redirecting quotes and product inquiries to the corresponding country.Ensure Government Sanctions are enforced per U.S guidelines and international law requirements.Visa Sponsorship Letters as needed for international employees for U.S. EmbassyManual billing of orders shipped from warehouse according to Incoterms. Notarize documents and prepare them for Apostille per request of the corresponding country in accordance with the Hague Agreement. Open new accounts for Global Exports sales force by working in conjunction with Global Trade Compliance and credit department. Ensure that multinational and global companies requesting to on-board with Thermo Fisher are managed, monitored, and audited through Securimate. Handles sensitive information requiring a high degree of discretion and confidentiality in regards to multinational and world wide company financials and other sensitive documentation.Maintains organizational charts, phone lists and supplies orders.Procure and ship product catalogs and literature as required.Responsible for internal extension moves within the department.Supports 32 Departmental personnel

Outperformed Service Center Coordinators by supervising the retail sector on quality assurance practices. Monitored consumer complaints to resolution for Sr. VP/VP of Corporate Retail. Improved practices for SE Regional Service Centers deliveries and inventory methods with warehouse staff. Authorized and enforced exchange/returns and decreased rates below corporate expectation. Streamlined retail training practices with IT Department and Regional Managers to ensure staff success.Decreased credit card charge backs and BBB disputes by restructuring processes with store managers. Managed sales transactions with Store Managers to reduce financial errors by reviewing sales contracts.

Scrutinized potential delivery issues and resolved by correcting input errors. Incorporated new procedures for dispatching techs and service requests.Coordinated all paperwork for delivery associates. Managed and consulted with customers in regards to merchandise pick up availability.Posted out previous days delivered sales. Updated sales orders for Design Associates as needed. Corrected routing and shipping errors in sales in addition to day to day office duties.

Educated customers in regards to manufacturing expectations with furniture issues.Forged strong relationships with outside vendors and Sales Reps. Secured balances due on sales orders ensuring delivery time frames. Reached Store sales goals with furniture sales staff by assisting customers when needed with purchases. Monitored distribution warehouse to ensure product placement and quality control. Negotiated costs and contracts when implementing new Repair Techs. Reconciled monies for the store from the previous day and balanced all end of day monies.