Lead Responsibilities:• Acts as general scope subject matter expert within assigned contracts. Educates customers on contract restrictions and rules as well as SupplyCore's capabilities under the assigned contracts. Engages the respective Program Manager, Compliance Manager and/or Contracting Officer for guidance when unsure.• Monitors customer trends proactively for declining sales and margin as well as problematic areas and performance deficiencies. Addresses the trends and resolves issues appropriately and promptly.• Delivers training to associates when new programs and processes are developed and implemented. Develops training materials for use within “SupplyCore University.” Trains new CSR’s on all job-related processes and systems.• Drafts work instructions for new CSR processes and submits to Quality Manager for final revision and approval.• May be called upon by Program Manager to assist with or offer input on post award audits, 865 change reviews and escalated issues.• Dependent on need, this position may have limited regular accounts, heavy workload and/or may assist in multiple regions.• May be assigned high-visibility and/or complex customer accounts as needed.• Monitor and assist with balancing of workload within assigned region(s).• Works closely with the IT team to conduct effective testing of new systems, programs and processes.This position also includes the Client Support Rep responsibilities below.

Primary contact for SupplyCore customers for the assigned contract. Responsible for managing and documenting all customer communications and providing daily support to assigned customers through various means of communication. Pro-actively monitors customer accounts for potential growth and/or problematic areas using the appropriate tools available while also keeping Operations and Sales personnel apprised of any customer issues. Partners with Sourcing Experts to ensure smooth processing of customer orders from quotation through product delivery and any returns or exchanges as necessary. Collaborates with various other departments to provide creative solutions with respect to evolving customer needs. Provides supporting documentation for service and large orders to the contracting officer for review. Submits information and reports to the contracting officer when requested. Acts as general scope subject matter expert within assigned contracts. Educates customers on contract restrictions and rules as well as SupplyCore's capabilities under each contract. Identifies opportunities to streamline and improve customer-related workflow and systems. Promotes use of SupplyCore ordering systems for customers without access to CEMAS, IIM or other integrated system. Sets up new users and customers in the systems. Processes accounts receivable and accounts payable issues. Works with Quality Manager to identify areas in which a root cause can be identified and eliminate future occurrences.Monitors customer trends proactively for declining sales and margin as well as problematic areas and performance deficiencies. Addresses the trends/issues appropriately and promptly.Processes incoming Service requests from the customer. Schedules supplier site visits and gets customer DD250 document sign off.

My company has been thru several name changes. Name changes are North Health Care, Siebe, Invensys, TAC, TAC Schneider Electric and now Schneider Electric Buildings LLC. I have been with the company for the first 10 years as a Shipping and Export Clerk and the last 16 years as a Customer Service Account Manager.

I processed all the domestic and international shipment paperwork, freight invoices, returns and was team leader of 15 people in shipping and assembly. I also handled all aspects of the 2 satellite warehouses located at our facility. Invensys PLC safety and rescue equipment for mining operations satellite warehouse and the Invensys personal protection equipment warehouse (safety glasses, gloves, hardhats etc.)