Linna Chan Email & Phone Number

Canada

British Columbia, Canada

* Managed Retailers Account in Canada from BC to ON / USA Washington, California and Arizona * Managed Major Accounts: Forzani Group, Mountain Equipment Co-op, Sporting Life, SAIL and Attitude Sports.* Liaised with Sale Representative and Senior Sale Director * Processed between $5k to $600K pre-season booking and closeout orders for Retailer and Major Accounts.* Reviewed and processed request of Returns and Warranty, inquires on account , pricing and discount on orders /invoice, and shipping errors.* Software program process various type of order, warranty and returns. (ERP - Business Dynamic, B2B - Nu Order, EDI - SPS Commerce)* Reviewed all orders for fulfillment and backorders for all booking orders.* Online Chats provide accurate information in response to customer inquires.* Addressed customer service inquires in timely and accurate manner. Properly direct inbound chats queues to improve all flows.* Integrated excel files for Forzani Group and Altitude Sports for Louis Garneau and SUGOI Fall / Winter and Spring/Summer Collection Line* Worked closely with Production team to make sure on time product arrival for the Major Account Booking orders.* Releasing all orders based on the requested delivery date for booking orders and booking delivery appointment based on the contract agreement with the Major Accounts.* Assisted with Senior Sale Director with the inventory reports for Major Accounts.* Backed up my team in various tasks. Including backing up my colleagues in their responsibilities went they are sick or on vacation.* Communicate with internal co-workers and dept through teams.* Upload Advance Shipping Notice and invoices to EDI - SPS Commerce

British Columbia, Canada

Working in an industry of Pop Up tent selling to a variety of different business and industry. On a daily bases I deal with replacement parts to the frame, repair on the canopy top, banner and walls, rental of tents, process online order for retailers ( Canadian Tire, Home Depot, Wayfair and Lowes Canada), working with the Sale Rep, answering calls, processing returns and warranty from consumer to business.

North Vancouver

Sale Support / Key Account Duties * Oversea North America and International Rep and Distributor * Work closely with Rep's and Retailers * Order processing / entry E-comm , RepZio, B2B, and Key Accounts * Returns and Warranty ( Retailers, E-comm Customer and Consumer ) * Responsible for Key Account orders - MEC, REI, Walmart and Amazon * Inbox - Orders, Customer Care, Warranty, Returns and Online Sales * RepZio / B2B * Answering phone calls * Outbound Sales Calls to Retailer when needed * training new staff * delegating resource to the warehouse and overseeing daily orders processed & shipped within the same day * Review all opens order making sure all are shipped. * Sale Report for Rep's when requested * On board processing for New Rep's

North Vancouver

* Champion all Sales Support driven promotions and sales programs* Responsible for Returns and Warranties of all Bugaboos product (temp to take over if budget and time warrants)* Process/delegate all B2B/Online sales* Support Key Accounts Manager * Processing online orders* Inputting of new orders and additions to existing orders* Answering phone calls* Assist sales teams * Handle client issues and enquiries * Check on customer orders, prices and discounts * Coordinate with other departments, such as accounts, purchasing and shipping/receiving* Perform administrative duties, assistance as needed* Deliver exceptional Customer Service as it relates to all product, depts., and individuals* Roles and responsibilities can often be expanded to accommodate changing business conditions and goals, as well as to tap into the skills and talents of the individuals in the company. Accordingly, associates may be asked to perform duties that are outside the specific functions that are listed

Burnaby

• Managed a regional sales staff of 15 to 20 members.• Cover the territories British Columbia, Alberta, North West Territories, West Coast to Mid Western Central of the USA, Alaska and Hawaii• Interviewed, hired and trained new quality customer service representatives• Monitored the daily activities of four customer support teams.• Monthly budget release approximately $100K to $200K in pre-season booking orders.• Led sales calls with team members to establish sales and customer retention goals.• Resolved customer questions, issues and complaints by exchanging merchandise, refunding money and adjusting bills.• Maintained friendly and professional customer interactions.• Addressed negative customer feedback immediately.• Provided a high level of product and leadership support to representatives and clients.• Effectively communicated with team members to maintain clearly defined expectations.• Recommended changes to existing methods to increase the accuracy, efficiency and responsiveness of the customer service department.• Collected, monitored and evaluated customer requirements to achieve desired delivery time and order fill rates.• Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction.

Burnaby Bc

• Managed a regional sales staff of 15 to 20 members.• Cover the territories British Columbia, Alberta, North West Territories, West Coast to Mid Western Central of the USA, Alaska and Hawaii• Attracted potential customers by answering product and service questions; suggesting information about other products in a professional and positive manner.• Resolved customer requests via phone or email by assisting with placement of orders, refunds, or exchanges and explaining the best solution to solve the problem; expediting correction or adjustment following up to ensure resolution.• Responded effectively to dealer inquiries to ensure good business relations• Analyzed data to identify sales and service opportunities, consistently meeting and exceeding department expectations for productivity and accuracy levels• Provided feedback to Sales manager as needed• Provided special events and technical support where needed in season..• Took daily inbound calls and key-entered orders, faxes, backorders and credit memos for assigned accounts and clients.• Recommended and helped customers select merchandise based on their needs.• Exercised sound judgment in issuing credits and making exceptions to customer policies to maintain high levels of customer satisfaction.

Coquitlam

Handling high volume incoming call from all of Canada of the issue with the advertisement in the directories.Take care all of the billing inquires on the account.Assist with the Credit Dept with payment either with direct deposit or Credit CardPromptly responded to general inquiries from members, staff, and clients via mail, e-mail and fax.Guaranteed positive customer experiences and resolved all customer complaints.Cross-trained and provided back-up forother customer service representatives when needed.Managed quality communication, customer support and product representation for each client.Responsible for ringing up customers in a timely manner and guaranteeing high level of customer service.Renegotiated payment terms with dozens of suppliers.Calculated figures such as discounts, percentage allocations and credits.Verified details of transactions, including funds received and total account balances.Researched and resolved billing and invoice problems.

Travel & Tourism, Customer Service

Education record