Solely responsible for all aspects of customer service for small consumer goods company, with emphasis on personalized communication. Resourceful and flexible, focused on delivering a superior customer experience by maximizing use of ERP and EDI software, customers' extranets, and third party software providers' platforms to increase efficiency.

Oversaw all aspects of the Customer Service Department including hiring, supervising and training Customer Service Reps, ensuring timely workflow, and managing support tickets. Collaborated with all departments to ensure customer satisfaction and promote process improvement.

Reported to the President of a privately held consumer products manufacturer of branded and private label personal care products, across all trade channels in both domestic and international markets. Responsibilities included:Supervised and coordinated a team of four Customer Service Representatives in a fast-paced, results-oriented environment for both domestic and international sales, ensuring that the company provided our customers with outstanding customer service. “Hands-on”… Show more Reported to the President of a privately held consumer products manufacturer of branded and private label personal care products, across all trade channels in both domestic and international markets. Responsibilities included:Supervised and coordinated a team of four Customer Service Representatives in a fast-paced, results-oriented environment for both domestic and international sales, ensuring that the company provided our customers with outstanding customer service. “Hands-on” involvement in all aspects.Contacted customers, analyzed problems and ensured timely corrections/adjustments.Partnered daily with Distribution, Sales, Production, Purchasing, Sourcing, Logistics, China office and outside 3PLs to coordinate timely fulfillment of orders.Worked with Operations to resolve problems that impacted deliveries.Provided weekly reporting to management team regarding order fulfillment.Demonstrated ability to build and motivate a customer-focused team.Order fulfillment and ship-on-time exceeded company goals of 98%.Collaborating with all departments, successfully developed and implemented a direct import order fulfillment process.Primary contact for 3PL in Canada servicing Canadian customers. Recommended change in carrier which saved the company $270,000/yr.Strong knowledge of distribution and order processing, including EDI, with emphasis in the mass retail segment.Expert knowledge of EDI documents such as POs, ASNs and invoices. Troubleshot EDI and worked with IT to find solutions.Selected for the system implementation team regarding the ERP conversion of PRMS to Epicor.Worked with internal and external representatives and customers to ensure a transparent absorption of acquired companies. Developed customer service policies and procedures that led to ISO-9001 certification in 2009. Worked with Pacific World Corporation on the integration of both companies due to the sale and closure of the Connecticut facility. Show less

Responsible for all aspects of customer service including daily communication with internal and external customers, extensive use of customers’ internet applications, resolution of discrepancies, invoicing, and post-shipment follow-up, to ensure full customer satisfaction.