Laura W. Email & Phone Number

• Expertly interacts with customers daily, both national and international, in the medical and pharmaceutical industries.• Adeptly works with sales on order management in both SAP and AS400.• Collaborates strongly with Planning, Shipping, Pricing, and Product Data Teams across multiple facilities to ensure WebCenter software documentation is congruent with technical specifications and aligns with customer expectations / plant capacity.

• Effectively manage a team of seven Client Relations Associates accountable for 300 customer inquires each day.• Responsible for the training of the newest team members and cross-training associates in additional departments. • Resolve all customer escalations that require decisions outside of associate policy. • Mediate direct report complaints and provide solutions in adherence to company policy.• Formally and adequately evaluate all team member's performance on a biannual basis.• Successfully transitioned our work environment from in office to full time remote operation since March 2020.• Generating formal quotes to distributors which subjugates pricing for the contract period. • Ensuring all purchase orders are processed the same day. • Creating and maintaining department playbook for all customer exceptions outside of standard operating procedures.• Perform and resolve all credit and collection of unpaid or past-due invoices within 30 days. • Coordinate logistics for tradeshow materials.• Interview new candidates for all positions within our department.• Support new product launches and regularly attend meetings to learn about business strategy.

Promoted from Associate to Representative in July 2016.• Collaborated effectively with the Sales, Marketing, and IT Departments to develop and implement all promotion codes for the Client Relations Department. • Updated our internal Client Relations Department on promotional procedures and processing. • Created new accounts and credentials for all newly approved distributors. • Successfully distributed all correspondence for Klein Customer Service inbox.• Ran query searches in PRMS for recently updated accounts and corrected inaccuracies.

• Built and maintained successful relationships with sales, distributors, and customers.• Maintained a book of business containing 500 domestic accounts.• Handled 80-100 calls daily from our Call Center with resolution within 1 business day. • Entered orders, credits, and returns via PRMS within 1 business day of receipt.• Investigated and summarized all credit and collection unpaid invoices for supervisor approval.

B.A, Communications Studies

Associates Of Arts, Liberal Arts And Sciences/Liberal Studies